Patient Support Program (PSP)

Challenge

Managing our client's customer support

Our client was facing 2 key challenges.

1. They needed to resolve the quality issues with the service offered on their platform.

2. There was a need to ensure the stability of the management team and ensure compliance with the company’s internal Key Performance Indicators (KPIs), including reporting, information management etc.

Approach

Professionalism, continuity, versatility, experience, and cost-effectiveness

We focused on the client’s demanding KPIs and need for guaranteed service by delivering a high-level proposal emphasizing professionalism, continuity, versatility, experience, and cost-effectiveness. Clear reporting ensured alignment and stability with their internal KPIs. We offered a robust solution that included:

• Continuous service monitoring: Guaranteeing consistent performance.
• “Total Quality Center” program: Implementing a structured quality improvement framework.
• Assigning the right professionals: Professionals who are specialized in medical information, back up support etc.

To ensure ongoing success, we implemented a multi-layered communication and feedback structure. This included anonymous mystery calls for regular quality checks, monthly management meetings to monitor key metrics and service events, and quarterly updates to adapt the service to changing needs. A project governance committee, comprising managers from both companies, facilitated continuous collaboration and decision-making.

Result

Meeting service quality standards

By designing a robust service and implementing effective control mechanisms, we helped our client achieve and maintain compliance with their KPIs and service quality standards.