Innovative CX services for the healthcare and life sciences industry

Our associates support to understand the functionality of medical technology and devices, helping the users in diagnosing faults and rectifying errors. We close the gap between extensive instructions and documentation, some of which are not always easy for the business user or consumer to understand, and explain them in simple language. We set up training and instructions, help with password resets and with overall user management.

Services at a glance

• Provide information about product features and use
• Instruct/train users in using MedTech products
• Provide technical support and resolution for technical issues
• Provide remote support for IT and IoT issues
• Provide customer service, e.g.
  • Complaints handling
  • Warranty information
  • Returns & repair management
• Product recall management

All customer interactions are treated in a personalized manner with the help of qualified service experts, automated processes and the integration of CRM management systems. Our processes are set up in a way to allow a pro-active and even pre-emptive service delivery.

We make sure that all inquiries are handled fast and professionally for a great customer experience. Our associates sensitively resolve customer complaints e.g. due to interrupted supply chains in a way that fosters positive customer sentiment. We ensure a high quality of service and adherence to your compliance requirements, for example for product information hotlines, order acceptance or complaint management.

Services at a glance

• Support order process
• Provide info about products, availability, delivery times, order status etc.
• Educate customers regarding usage of products and solutions
• Handle enquiries about customer account, invoices, etc.
• Provide active support in case of order irregularities (e.g. delivery delays)
• Capture and manage resolution of complaints
• Manage customer relationships in a pro-active way

We manage your multi-channel communication with consumers and patients along the full care journey in a pro-active way, making sure they stay engaged. This includes handling specific campaigns or loyalty programs, educating consumers and patients in an easy to understand way about how your products can improve their quality of life.

Our associates increase your success through a pro-active sales approach in which we provide consumers and patients with comprehensive care. We develop and operate communication services - from product information to customer loyalty measures, through to handling reports of side effects or managing social media channels.

Services at a glance

• Provide information and educate about products and therapies
• Forward and co-ordinate resolution of more complex medical questions
• Support order processes in a sales through care approach
• Identify, capture and forward information about adverse events and product complaints
• Handle multi-channel pro-active consumer/patient engagement e.g. for campaigns or specific programs

We are expanding your sales team and support your field service by delivering multi-channel and personalized engagement for professional healthcare stakeholders. Our associates make your field service more effective so that you can achieve your business goals. The omnichannel approach supports message placement through personalized and pro-active engagement with your customers. We also help with the acquisition and qualification of leads and relieve your sales force by taking over back-office activities.

In addition we manage events and conferences for you and coordinate all parties involved. We set up information campaigns, help with the registration and follow-up of your trade fairs and events.

Services at a glance

• Develop and implement tailored multi-channel sales strategies
• Generate/develop and qualify leads, incl. obtaining double opt-ins
• Schedule appointments for field sales and support message placement
• Manage customer relationships in a pro-active approach, incl. telesales activities
• Support eDetailing, social media engagement and campaigns
• Support communication before, during and after events, incl. registration