A global life sciences company was planning to expand and rollout a new system for financial assistance. Prior to national launch, the team implemented a pilot program to monitor customer acceptance, refine processes, and determine ease of utilization.
Authenticx in Action
Authenticx used Speech Analyticx to find interactions that matched a specific topic of interest related to the rollout, then evaluated the calls with Smart Sample to hear how patients, caregivers, patient services, pharmacists, and internal agents responded during the pilot.
These insights supported a forum for active discussion and additional brainstorming ahead of the program expansion.
Results
From the sampled calls the organization was able to:
- Update agent education to eliminate process pain points
- Enhance the process for efficient utilization
- Improve the patient experience by providing clear talking points for the patient and third parties
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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