Pharmaceutical Corporation - Marketing Program
The Company:
The client is a Top Tier US pharmaceutical multinational that had operated in-house customer care hotline and Value Added Programs (VAP) for Central American countries for 5 years
The Challenge:
Client was interested in outsourcing the services with the objective to improve compliance, concentrate on Governance and increase efficiency and efficacy on their Customer Value Added Program and their Customer Hotlines
The Result:
The client outsourced the operation of the customer care hotlines. Some of the functions performed were:
- Customer care and support over the telephone by certified psychologists.
- Business intelligence
They also outsourced the operation of the VAP. Some of the functions performed were:
- Patient acquisition & retention
- Patient education and events
- Business Intelligence
- Logistics with pharmacies and patients and product fulfillment to patients
- It was all managed following strict standards regarding customer privacy issues, handling of delicate information and corporate audit program
- OBS underwent a successful Corporate Audits
