Patient support program (PSP)
A Spanish client in the pharmaceutical industry has entrusted QbD Pharma 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.
Managing our client's Customer Support Service
Our client was facing 2 key challenges.
- They needed to resolve the quality issues with the service offered on their platform.
- 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.
Professionalism, continuity, versatility, experience, and cost-effectiveness
We prioritized understanding the client’s demanding KPIs and their desire for guaranteed service. We addressed these needs by proposing a high service level proposal built on professionalism, continuity, versatility, experience, and cost-effectiveness.
Additionally, we ensured management team stability and alignment with the client’s internal KPIs through clear reporting and information sharing.
We offered a robust solution that included:
- Continuous service monitoring:Â Guaranteeing consistent performance.
- “Total Quality Center” program:Â Implementing a structured quality improvement framework.
- Assigning the right professionals:Â Professionals who are specialized in medical information, back up support etc.
These combined efforts provided a level of security and service the client hadn’t experienced before, fostering trust and ultimately leading to our successful project win.
To ensure ongoing success, we had a multi-layered communication and feedback structure:
- Anonymous mystery calls:Â Regular quality checks from both our company and the client.
- Monthly management meetings:Â Collaborative monitoring of key metrics, indicators, and service events.
- Quarterly updates:Â Flexibility to adapt the service to changing needs.
- Project governance committee:Â A dedicated team made of managers from both companies for ongoing collaboration and decision-making.
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.
Sounds familiar? We can help you.
Don't hesitate to contact us
Let’s talk. Our Medical Writing team is here to simplify your compliance process and accelerate your success in the market.