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The challenge

  • A surge of calls to our client’s medical information team caused customer service levels to drop
  • Our client began to start losing business and revenue as pending questions were not answered
  • Patients were withdrawn from therapy and switched to drugs from their competitors

Our approach

  • Ashfield provided a dedicated 1st level inbound support team
  • Our certified medical call agents were in accordance with the German Medicines Act (§ 75 AMG)

The outcome

  • Within four weeks, Ashfield improved the service level dramatically with 80% of calls being taken within 20 seconds
  • Service levels later exceeded the requested 90%
  • The number of expected calls outlined in the RFP was 2,500, but for most months we were handling more than 3,000 queries
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Ashfield offers a wide range of world-class, market leading services that include medical sales teams, telesales, nurse educators, patient support programmes, medical communications, medical information, meetings and events, market research and training.

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