Case Study: a large pharmaceutical manufacturer improves customer satisfaction reporting with Converge Technology Solutions

Customer Satisfaction Model Developed for Pharmaceutical Manufacturer

The customer, a large pharmaceutical manufacturer, faced a challenge in improving its customer satisfaction metrics related to its call center and R(x) order fulfillment. The company lacked an effective reporting strategy to track key performance indicators and had disparate data from multiple ordering channels. Converge Technology Solutions was engaged to address this issue.

Converge Technology Solutions consulted with stakeholders to combine data from various source systems into a reportable framework, leveraging Cognos. The solution involved defining a standard data dictionary for consolidated reporting and creating data-rich visualizations to present customer satisfaction metrics. This provided the manufacturer with a unified and graphical view of its performance across different brand channels.