Case Study: a global life sciences company achieves 25%+ savings and 24/7 global medical information support with Conduent

Global Life Sciences Company saves 25%+ and streamlines global medical information with Conduent

A global life sciences company was facing financial and efficiency challenges with its in-house medical information program. Staffing during nights, weekends, and holidays was difficult, and managing complex, independent processes across many countries was becoming a strain. They initiated an RFP to find a partner to handle these "stretch-time" needs and selected Conduent based on their industry expertise to provide omnichannel contact center solutions.

Conduent initially managed U.S. stretch-time inquiries by integrating with the client's systems and deploying a centralized center staffed with healthcare professionals. This success led to a long-term partnership where Conduent expanded to manage the entire global program. The solution was rolled out worldwide, consolidating processes into a common CRM. Results include handling over 750,000 inquiries annually, achieving a perfect audit score, and delivering over 25% in savings for the client.