Company Types: Global Pharmaceutical Company,
Medical Technology Platform
Industry: Healthcare / Life Sciences
Sub-Industry: Pharmaceuticals, Med Tech
Products Purchased: Amazon Connect, Salesforce Service Cloud, Salesforce Service Cloud Voice, Amazon Lex, Amazon Lambda, DynamoDB
A leading pharmaceutical company (Leading Pharma) partnered with a health tech platform provider (Health Tech) to offer support for patients managing their diabetes using Leading Pharma’s devices.
CopperHill was brought in to build a robust call center solution using Salesforce and AWS products. We took a phased approach to release these enhancements across the Leading Pharma and Health Tech teams.
Phase 1: Improved Caller Experience
This first phase focused on improving the caller experience for patients and providers looking for device and platform support, general questions, and analytics help. A secondary benefit was to enhance productivity of service agents.
- Text-to-Speech for clear voice prompts for the caller to follow
- Queuing to allow for callers to wait on the line for a service agent to become available.
- Callback option allowing callers to receive a support call when a service agent becomes available instead of waiting in queue
- Phone number matching to identify callers as new or known individuals
- Automatic creation of voice call records and guided creation of support tickets to reduce manual tasks and increase productivity for service agents
- Sophisticated error logging and diagnostics for technical management of the system
- Post-call surveys, with responses passed back into the CRM for further analysis
Phase 2: Enhanced Call Routing
Phase 2 added a layer of enhancement to the initial build. This focused on implementing rules to distribute incoming calls to different service agents, resulting in faster case resolution and better support. This phase also prioritized tracking attributes for reporting and analysis to help manage service agents and call center requests.
- Settings to accommodate dynamic holiday schedules and changes to service agent hours
- Customized routing based on voice commands and keywords spoken by the caller
- Reports and dashboards available to measure metrics such as call duration, traffic, transfers, wait times, and more.
Phase 3: Predictive and Personalized Support
The goals in Phase 3 are to provide a more personalized caller experience and provide even faster service. We leverage data kept in the CRM to anticipate the caller’s request, such as device issues or previous support needs.
Phases 2-3 allowed Leading Pharma and Health Tech better insights to see how callers are interacting with the phone tree, and therefore make improvements to the caller experience.
- Prompts and CRM data integration to predictively route calls and refine support
- Consider recent call data to route calls to the same agent for consistent support
- Improved agent experience by displaying visual indicators about the caller’s intent that was gathered during the IVR
Leading Pharma and Health Tech continue to work with CopperHill because of its extensive experience building on Salesforce and AWS. This allowed Leading Pharma and Health Tech to combine the best features of the world’s #1 CRM and the world’s #1 cloud computing platform to improve their call center experience and automate workflows.
For more information about our Salesforce and AWS expertise, please contact us.