Improvement Of Customer Experience, Order Placement & Delivery Through The Contact Center

THE PROBLEM

The client wanted to build a team of 25 pharm techs and pharmacists on call to help their customers understand their prescriptions. They also needed a customer care team of 15 dedicated to ensuring the customers got their medicine orders on time and received the best service they could offer.

THE SOLUTION

Techno Brain recruited a team of 25 specialized pharm techs to assist customers over the phone with their prescriptions. They also established a customer care team of 15 to ensure timely delivery of medicine orders, providing 24/7 support. Orders could be placed online, and the contact center coordinated timely delivery, eliminating the need for customers to visit multiple chemists.

THE IMPACT

Customer experience and satisfaction improved by 14%. The average order delivery time decreased from 3 days to 2 hours. The streamlined order placement process ensured timely delivery. Specialized pharm techs provided support and helped customers understand their prescriptions, offering a caring partner in their wellness journey.

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