A Life Sciences company sought customer journey insights to learn how to improve patient adherence. Specifically, they sought to improve customer loyalty to their product device use.
Product and brand teams used Authenticx insights to design specific action plans for improving product supply chain and customer resources.
Authenticx in Action
Authenticx listened to thousands of calls quarterly to improve customer retention and device utilization. Our team identified the following sources of friction:
- Nearly 40% of inbound contact center calls relate to care coordination issues between pharmacy, provider and supplier
- 34% of calls indicate question or concern related to the product
- 27% of interactions are requesting support for the complex patient onboarding process
Results
The product and brand teams used Authenticx insights to design specific action plans for improving product supply chain and customer resources. They saw a reduction in customer complaints by approximately 30% within 3 months.
About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
Want to learn more? Contact us!
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