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Patient Support Program (PSP)

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Spanish pharmaceutical company
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Vigilance
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Pharma

A Spanish client in the pharmaceutical industry has entrusted QbD Group with managing its customer support service for a three-year period. This service includes handling over 2,000 calls per month related to both consultations about the company’s medications and technical complaints regarding the use of Drug-Device Combination Products.

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Challenge
Challenge
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Approach
Approach
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Result
Challenge

Challenge

Managing our client's customer support

 

Our client was facing 2 key challenges.

  1. They needed to resolve the quality issues with the service offered on their platform.

  2. There was a need to ensure the stability of the management team and ensure compliance with the company’s internal Key Performance Indicators (KPIs), including reporting, information management etc.
Approach

Approach

Professionalism, continuity, versatility, experience, and cost-effectiveness

 

We focused on the client’s demanding KPIs and need for guaranteed service by delivering a high-level proposal emphasizing professionalism, continuity, versatility, experience, and cost-effectiveness. Clear reporting ensured alignment and stability with their internal KPIs. We offered a robust solution that included:

  • Continuous service monitoring: Guaranteeing consistent performance.
  • “Total Quality Center” program: Implementing a structured quality improvement framework.
  • Assigning the right professionals: Professionals who are specialized in medical information, back up support etc.

To ensure ongoing success, we implemented a multi-layered communication and feedback structure. This included anonymous mystery calls for regular quality checks, monthly management meetings to monitor key metrics and service events, and quarterly updates to adapt the service to changing needs. A project governance committee, comprising managers from both companies, facilitated continuous collaboration and decision-making.

Result

Result

Meeting service quality standards

 

By designing a robust service and implementing effective control mechanisms, we helped our client achieve and maintain compliance with their KPIs and service quality standards.

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