Customer Interaction Solutions for the Pharmaceutical Industry Our highly configurable PowerCenter™ solution can be tailored to meet the unique needs of the pharmaceutical companies.  With PowerCenter, pharmaceutical companies can manage customer contacts and automate the quality of the referral process. PowerCenter handles incoming inquiries from every channel, interfacing with both product and medical industry knowledgebases.  This enables customer service representatives to answer questions quickly and classify issues accurately.  Cases can be routed to remote quality managers who use PowerCenter to track issues in compliance with FDA regulations. Tracking Issues and Complaints Our solution provides pharmaceutical companies the ability to seamlessly capture product issues and resolve them quickly.  Product complaints can be captured and escalated for investigation, and trends can be identified by management quickly through PowerCenter’s extensive management reporting capabilities.  Furthermore, it can assist with regulatory reporting and maintain an audit trail. This is an effective solution to increase efficiency while also complying with FDA regulations. Regulatory agencies require that companies maintain a traceable, detailed account of product complaints as they are captured, escalated, and investigated for a resolution. In the absence of an effective system, this requirement leads to highly inefficient processes that significantly the cost of serving the customer. PowerCenter’s case management and tracking tools make it easy for companies to capture and escalate product complaints.  The consumer’s contact history is available to agents and managers throughout the various stages of the complaint management process whether the consumer communicates via telephone, letter/fax, email, voicemail, Web form or chat.  Our solution provides a unified view of the consumer throughout the enterprise. Issue Resolution PowerCenter’s intelligent data hierarchy, screen-pops, and FAQs guide customer service professionals through the service process, providing them helpful prompts and information to best assist the consumer. Agents can track requests for medical information, leverage FAQs and knowledge databases, and provide the most relevant information for the caller to resolve the issue quickly and accurately. In addition, through PowerCenter’s skills-based routing capabilities, customer inquiries can be routed to agents based on the agent's training, expertise, and availability. Our solution can be configured to request information from other internal and external applications and databases, empowering agents to provide real-time, detailed product information to callers.  This allows for the caller’s issue to be resolved quickly and accurately which, in turn, leads to greater customer satisfaction and loyalty. Summary of Benefits for Pharmaceutical Companies Improves agent efficiency and satisfaction Provides valuable information to assist agent in issue resolution Decreases case and email processing times Early warning helps to identify product issue trends Ensures consistent compliance with FDA regulations Automates manual quality processes Streamlines batch fulfillment processes Increases communication between consumer affairs, safety and quality groups Enhances customer satisfaction and loyalty Learn how GlaxoSmithKline benefited from PowerCenter!