Pharmaceutical Company

Driving 1st Time Right Delivery

CHALLENGE

A pharmaceutical company was looking to reduce number of repeat calls from customers on the same issue throughout their call center, and improve customer satisfaction.

SOLUTION

ENGINE integrated data & created a unique identifier:

  • 100,000 client quarterly customer call center data
  • 30,000 quarterly ENGINE Transaction NPS

ENGINE determined that customers’ order fulfillment and delivery schedule were significantly below par. This correlated to customers being extremely dissatisfied & frustrated, having to call the call center numerous times before there was resolution.

ENGINE helped implement the following action items:

  • Expectation was to have issues dealt with straight away & incentivize customer with promotions to deal with dissatisfaction.
  • Determine root causes how to deal with order fulfillment & change of DO.
  • Added incentive for client staff for 1st time right delivery.

IMPACT

30%

reduction in the number of contacts

$5M

annual cost savings