Globalizing & scaling a Medical Information contact center​

Case Study (Global)

The Challenge

Client requested the following successful US program launch:​

Consolidate global Medical Information services with ‘global to localoperational approach’ implementing countries in a step-wise approach.​

Actively participate in strategic planning, oversight, and governance for allregions.​

Customer centricity a priority backed by consistent operational procedures.​

​​Our Solution​

100% transparent pricing and staffing structure allowed rapid and flexible alignmentduring country/regional service acquisition.​

Use insights and key learnings from each implementation to identify, recommend,and implement efficiencies prior to the next launch. ​

Utilize existing experience to create Global Steering Committee (management,operations, quality, training, IT and technology).​

Utilize existing, experienced Training & Quality resources to train new team,minimizing impact to Client resources during the transition.​

Utilize agile project management methodology including key gated decision points through the transition with rigorous risk mitigation planning.​

The Results​

• ​Country implementation timelines reduced by 33-66%.​
• ​KPIs achieved and exceeded across all regions, including no audit findings.​
• Global operations provided integrated Client Account Management, Quality & Training, Operations and technology creating synergies and efficiencies.​
• ‘Lift & shift’ of processes/SOPs, telephony and technology systems minimized need for client input and support.​
• To date, 140 staff handling inquiries independent of region, fielding 25,000 calls and cases per quarter.​