Each pharmaceutical firm manufacturing drugs should present clients nationwide with a way to report antagonistic occasions following drugs utilization in addition to emergency help as wanted. To adjust to regulatory coverage and allow an Hostile Occasions Reporting System (AERS), pharma corporations should present devoted, toll-free cellphone numbers and get in touch with heart brokers to deal with inbound calls.
However they have to even be ready for sudden spikes in name quantity, which might improve contact heart brokers’ workloads and result in lengthy wait instances for patrons. With these limitations comes the likelihood that clients could not be capable of report antagonistic occasions.
Additional nonetheless, as drugs standing retains altering, all brokers have to be retrained to deal with calls and prolong help. Pharma corporations incur vital prices for coaching and onboarding extra brokers, in addition to the bodily infrastructure to help their work.
To beat these challenges, we designed a self-service Interactive Voice Response (IVR) resolution with Amazon Join. The IVR resolution handles buyer calls with out agent involvement. It captures buyer data and data knowledge into an enterprise AERS. It additionally offers an choice to obtain a hyperlink to an Hostile Occasions (AE) portal utilizing Brief Message Service (SMS), or to be routed to a reside agent queue.
On this weblog put up, we introduce a reference structure for this use case. This framework will help different pharma corporations remedy related issues.
Resolution overview
Let’s discover how the IVR…
