The Challenge
A diverse global medical company was looking for a dedicated customer service team and nurse medical information programme to support its gene therapy treatments.
The Approach
Drawing on multiple resources across the organisation, we built solutions for both programmes with a range of technology. This included using our Ashfield CRM for the customer service programme, Mavens for medical information, Veeva for producing response letters, and IRMS for managing medical information inquiries, and recording adverse events and product quality complaints.
The Results
Both programmes launched successfully, with the medical information nurse team handling 1,640 calls in the first year.
Ashfield Engage, Vynamic and MicroMass deliver an integrated full contact centre solution.
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