A case study about delivering exceptional patient experiences in the healthcare industry
From its humble beginnings more than 15 years ago, Mercalis has been an industry pioneer on the cutting edge of innovation, providing digital solutions to the pharmaceutical industry. Bucher + Suter addressed Mercalis’ goals with their Connects solutions: better service through a more customer-centric, personalized experience. This underscored the importance of effectively connecting patient data and case tracking. The result: a smooth, fast and effective solution.
Bucher + Suter’s solution met Mercalis’ overarching customer-centric focus as well as more specific goals of lower hold times, fewer customer transfers, and faster problem resolution. In the long term, improved operational efficiencies—more customers issues could be resolved in less time—meant Mercalis could grow the business without having to expand agent headcount to the same degree.
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