Medical Information Outsourcing - Case Study 3

This case study illustrates one outsourcing scenario, whereby Professional Information provides first-line enquiry-handling cover for a large UK pharmaceutical company.

The problem

This major UK company receives a large volume of enquiries and, although the majority are very straightforward, the in-house team were becoming swamped with the workload. As a consequence, the service being provided for the company's external and internal customers was falling short of corporate standards.

The service

Professional Information was given first-line responsibility for all Medical Information enquiry handling for the entire range of products (n>70). As such, enquiries are handled with reference to the product labelling and standard response documents provided by the client. Any enquiries that cannot be handled from these data are escalated to the client to handle. Second-line support (full enquiry handling) is also provided on an ad hoc basis when the in-house team is unavailable.

The solution

Outsourcing has released capacity in the in-house team to enable them to meet corporate standards for customer service. The solution has proved highly efficient as >90% of enquiries are handled and closed by the first-line team.