A Pharma Giant Elevates Its Service Standards with Community Cloud
Client Success Snapshot
- Overview: A globally-active pharam company that provides a range of contract pharmaceutical development and manufacturing services.
- Industry: Manufacturing (Pharmaceuticals)
- Team Size: 1,001-5,000
- Annual Revenue: US$ 530 million
- Headquarters: Northern Ireland, UK
- Markets: Global
When a major pharmaceutical service provider approached Gerent, it was struggling to deliver a positive customer experience. The company’s existing customer service platform was old, slow, challenging to scale, and unable to facilitate real-time case management. Data silos forced customer service reps to navigate multiple systems while gathering the information they needed to handle support calls, leading to inefficiency.
Gerent recommended that the client implement Salesforce’s Service and Community Clouds to deliver smarter, streamlined support on a 24/7 basis by replacing auto-reply emails with real-time acknowledgment and issue resolution.
Thanks to its partnership with Gerent, the biopharmaceutical service provider is better-equipped than ever to support and serve significant players in the global pharma industry. Post-implementation, the company enjoyed greatly improved agent productivity, faster issue resolution, accelerated representative onboarding, improved customer service history visibility, and improved customer satisfaction.
Client Success Story
While pharma giants do a lot of their proprietary R&D in-house, they often outsource product development, clinical trials, and manufacturing to third-party companies. Our client, a major provider of these contract services, is one of these pharmaceutical partners; its services span the gamut from conducting research to organizing drug trials.
As a professional partner, our client's service division needed to be responsive to drug company queries. However, when the pharmaceutical service provider approached Gerent, it struggled to deliver a positive customer experience. The company's existing customer service platform was old, slow, challenging to scale, and unable to facilitate real-time case management.
Our client's consumers — which included some of the most prominent players in the pharmaceutical space — expected more from their partners. As such, resolving the company's customer service problems was a business imperative.
Gerent's First Steps: Identifying Improvement Opportunities
Gerent thoroughly analyzed Almac's existing setup to assess customer interactions and gauge how quickly customer service reps dealt with service tickets. Our review found that case and customer information wasn't easily accessible; data silos forced customer service reps to navigate multiple systems to access the information they needed to handle support calls. The awkwardness of the setup also led to training inefficiencies, as it would take months for a new hire to learn how to use the unwieldy platform. In short, the service platform was difficult to use and slow to facilitate ticket resolution.
Improving Service Experiences with Salesforce
After the review, Gerent’s team recommended that the company implement Salesforce’s Service and Community Clouds. These tools would allow the company to deliver smarter and more streamlined support on a 24/7 basis by replacing auto-reply emails with real-time acknowledgment and issue resolution.
Community Cloud would enable the company's diverse global service and sales teams to communicate on a single platform and share casework instantly. It would also allow the service provider to create a live agent element; this feature ensures that customers can chat with help desk associates whenever they need assistance.
The client agreed, and Gerent began the implementation — while ensuring that the new Salesforce solution was fully integrated with the company's proprietary back-office systems. The results of this campaign included but were not limited to:
- Greatly improved agent productivity and faster issue resolution
- Faster customer service rep onboarding
- Real-time chat and real-time case management and resolution
- Better customer service history visibility and enhanced service experiences
- Improved customer satisfaction
Thanks to its partnership with Gerent, the third-party biopharmaceutical service provider is better equipped than ever to support and serve significant players in the global pharma industry.
Contact Gerent today to find out how we can help your business achieve its ideal future state!