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The Challenge
Clinigen is a global specialist pharmaceutical services and products platform providing ethical access to medicines. Its mission is to deliver the right medicine to the right patient at the right time.
Clinigen has two primary UK office locations in Burton and in Weybridge, historically with separate customer service teams.
The two locations were supported by different phone systems, which did not directly interact with each other. This caused workload, staff cover and cultural challenges. They needed a contact centre solution to consolidate the systems and unite the teams, enabling effective, seamless customer experience.
Having managed two years of remote working and forecasting increases in call volumes, a priority for Clinigen was to move away from a PBX system.
The cloud would enable improved remote working options and increased visibility across the teams. Our omnichannel contact centre, Liberty Converse, was chosen as the solution.
The Solution
The Customer Service Teams in both locations are united by using Liberty Converse. The switchboard and reception teams have also been brought into Liberty Converse, eliminating clunky manual diversions for lunch cover and absences.
This is working very well for Clinigen, especially as admin staff across the business are able to use the new system really quickly.
Cloud contact centres provide organizations with a scalable, fast, flexible and cost-effective way to deliver personalized experiences and adapt to rapidly changing consumer preferences. This is critical in today’s increasingly competitive landscape.
Liberty Converse’s intuitive interface enabled Clinigen’s new contact centre to be up and running in less than eight weeks.
They consolidated disparate systems and integrated the contact centre solution with Microsoft Teams. This gave visibility across teams, more effective workflows and improved customer and employee experiences.
Clinigen now have the ability to scale up their operation and storage. Or scale down. This enables them to react quickly to meet the needs of each particular situation. The cloud is meant for this. It isn’t constrained by physical equipment so it offers scalability, fast.
The Results
“Liberty Converse has provided our customer-facing teams with much more visibility, has improved morale and provided much more flexibility and opportunity to drive benefit to our overall customer experience,” said Andrew Parker, VP of IT, Clinigen
- Swift roll-out – from order to going live in less than 8 weeks
- Efficient, effective remote working
- Liberty Converse is fully integrated with Microsoft Teams for total staff connectivity
- United contact centre teams in different locations as well as the switchboard staff
- Real-time data and reports drive business decisions
The Future
Telephony was a key priority for Clinigen, as part of its ongoing technology roadmap as they looked to increase agility and the ability to respond to changes in customer contact patterns. The Liberty Converse contact centre solution helped Clinigen to get through this efficiently.
This post has been re-published by kind permission of Netcall – view the original article.
Reviewed by: Jo Robinson
