Case Study: a leading pharmaceutical company’s patient assistance program reduces call volume with Conduent cloud-based contact center services

Leading Pharmaceutical Company’s Patient Assistance Program reduces call volume by 35% with Conduent

The customer, a leading pharmaceutical company's patient assistance program, faced a significant challenge with rising post-pandemic call volumes. To improve user experiences for patients and healthcare providers, they partnered with vendor Conduent to expand self-service capabilities and integrate smart automation into their contact center services.

Conduent implemented a cloud-based solution featuring Smart IVR self-service, automated proactive outreach (APON), and Promise Keeper call-back technology. This approach provided automated status updates, refill reminders, and processing support. As a result, Conduent helped the program increase self-service capabilities by six times and reduce call volume by 35%, leading to faster turn-around on requests and an improved experience for all users.