Improving customer experience, gaining efficiencies, and maintaining quality with integrated customer engagement centers

The challenge

Over time, our top 10 pharma client’s customer engagement service centers had become siloed, with little visibility of each other.

This disparate structure created an inconsistent customer experience and higher operating costs due to redundancies, or duplication of efforts.

To help address this and overhaul the customer experience to deliver more meaningful interactions, Inizio needed to create an integrated program that included:

• Medical Information
• Business services & affordability
• Patient Support
• Field nurses

Our connected solution

Success hinged on the combined efforts of the array of capabilities available to the Inizio group.

Driven by insights gained from talking to our people – and clients – Inizio Advisory (Vynamic) and Inizio Engage collaborated to design, implement and perfect an integrated customer engagement center.

A core leadership team oversaw the entire project, to ensure that silos and potential blind spots were efficiently removed.

A generalist model was implemented where, for example, nurses were trained across multiple therapeutic areas, instead of supporting only one. Similarly, team members were cross-trained to provide backup for patient support calls.

Meanwhile, our Center of Excellence team ensured patients enrolling in a support program received a consistent experience, no matter which brand was involved.

The value created

This huge undertaking immediately paid dividends. From the first day, the upturn in quality was clear, with service levels showing marked improvement over the earlier system.

Results included 97.5% in quality scores from day one of the revised Experience Center. The widespread integration streamlined processes across the board, and even led to a reduction in operating costs.

This remarkable transformation was conducted while seamlessly managing increased call volume, product launches, new program initiatives and additional Patient Support Programs.