Support Center for Pharma - Penrod

The Use Case

A Service Platform that delights patients, engages providers, and unifies data

The data is clear - patient and provider expectations for support are growing exponentially. Support needs to be convenient, seamless, and available across multiple channels.

If your call center relies on manual agent processes, disparate systems, a network of direct dial numbers, even small amounts of call volume can lead to poor patient and agent experiences. Furthermore, managers can't begin to resolve issues, predict volume, or coach agents because data cannot be easily reported on.

Bottlenecks, Poor Experiences, and Revenue Loss

Many pharmaceutical companies have tried to assemble an array of disparate systems to solve their call center challenges. However, the challenges created by routing bottlenecks, manual data entry, and siloed systems is a problem in itself.

Pharma Call Center

In order to serve patients and providers in a rapidly changing ecosystem, pharmaceutical companies need a unified platform built with scalability, security, and compliance in mind. In this use case, Penrod pairs Salesforce Health Cloud with Vonage Contact Center for an integrated, robust support platform.

Pharma Call Center

Salesforce Health Cloud provides a robust system of record, and Vonage Contact Center adds a powerful, omni-channel system of engagement.

This means that the following types of engagements are immediately available in Health Cloud.

Breaking Down the Components

Salesforce Health Cloud

Health Cloud is a unified platform for patient data, engagement, and analytics. It allows your representatives to view 360-degree insights of patients, in real-time, as they call in for support. This allows personalized interactions that deliver the right care, at the right time - based on patient history, preferences, and demographic details.

In a virtual call center use case, Health Cloud becomes even more powerful when integrated with other systems. For instance, relevant EHR data can be utilized to provide a more robust patient view.

All together, every support interaction is transformed from a liability to an opportunity to improve patient satisfaction and health outcomes.

Vonage Contact Center

Vonage Contact Center is an omni-channel support integration that brings a robust contact center into Salesforce Health Cloud. This means that routing, dialing, coaching, and analytics can be intelligently applied through the data in your system. Vonage contact center is present throughout your Salesforce instance - meaning that it can be applied to a variety of patient, provider, and case objects.

Putting it all together

Health Cloud, Vonage, and Penrod
 

Salesforce + Vonage Contact Center

Salesforce Health Cloud provides a robust system of record, and Vonage Contact Center adds a powerful, omni-channel system of engagement.

 
 

Related Solutions

Virtual Call Center

  • Provide faster, more precise service with automated call routing
  • Help your agents guide patients towards better health outcomes with 360° patient views
  • Discover coaching opportunities through automated post-call analysis
Learn More
 

Penrod is trusted by Pharma leaders

Penrod partnered with a pharmaceutical company that manufactures treatments for rare bone cancer disorders in children, specifically related Fibrodysplasia Ossificans Progressiva (FOP). In order to maximize the reach…

Penrod improved visibility, reduced time-to-intake, and increased conversions at Medbox.

Penrod improved visibility, reduced time-to-intake, and increased conversions at Medbox.

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Learn more about the Omni-Channel Support Platform for Patients and Providers use case

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