In a dynamic and high-technology pharmaceutical industry where competition among providers is very intense; customer satisfaction has been always a key differentiator. Giphar Group was looking to improve the level of customer satisfaction by employing the most effective Call Management System.

Giphar’s previous solution was unable to keep up with its needs and only partially met expectations, resulting in low quantitative and qualitative visibility of calls. “At the beginning, Giphar Group deployed a ticket management system to track incoming requests from pharmacists”, says Giphar Group Chief Project Manager François Leclercq.“Unfortunately, our managers were completely unsatisfied with the outcome of this implementation. Eventually, there were also concerns about how poor services would negatively impact customer satisfaction.”

The company decided to acquire a new more flexible and innovative solution. “Giphar Group needed a very professional and easy to manage tool which is commonly used by the majority of contact centers. We were free to choose and many issues were taken into account. The most important was to find a solution that would perfectly satisfy our specific needs in terms of a price, quality and time of deployment.”