If You Need Speed, We’ve Got You
The Goal
A pharmaceutical and healthcare company, ranked top 10 globally, needed immediate help with their clinical trials support desk. Service levels were in jeopardy.
The service desk supports 20 applications specific to clinical trials and addresses the customer service and training needs of analysts in 14 languages.
The Challenge
Due to circumstances out of their control, the pharma and healthcare company required a very aggressive implementation schedule. The quality of customer service required to support clinical trials was a high priority.
Here’s why they selected Alphanumeric…
- Track record of delivering high-quality help desks
featuring automation and streamlined systems and
data integration - A top-notch training platform to ensure desk agents
could handle the critical nature and volume of
requests - Operational know-how
The Solution
We built a highly effective, multilingual clinical application service desk for one of the world’s leading pharmaceutical and healthcare companies — all in less than a month.
Here’s how we did it…
Close collaboration with the customer to understand mission-critical business functions and tailor 24×7 service desk and training solution
Helped ensure accuracy, speed, and seamless transition for end users
State-of-the-art Interactive Voice Response (IVR) and incident tracking and best practices for effectively handling Level 1 and Level 2 escalation
Ensured highest quality customer service
Personalized, interactive learning services platform features 200 “mock” calls, so analysts supporting clinical trials learn how best to handle a variety of calls.
Encouraged rapid e-learning and continuous improvement.
High performance help desk technologies and services
Desk agents could effectively respond to issues
