Case Study: Biogaran achieves 95%+ pick-up rate with Diabolocom and AI

Biogaran relies on Diabolocom and AI to achieve over 95% pick-up rate

Biogaran, a French pharmaceutical company, faced significant challenges with its unstable on-premise contact center system. Frequent technical issues and downtime were detrimental to sales, customer relations, and its ability to meet strict regulatory obligations. To modernize its operations, Biogaran partnered with vendor Diabolocom to implement its omnichannel cloud contact center solution.

Diabolocom provided a secure, HDS-certified cloud infrastructure that integrated seamlessly with Biogaran's CRMs, including a custom connector for its Selligent platform. The solution incorporated AI to automatically transcribe and summarize calls, saving agents considerable time. The results were highly successful, yielding a pick-up rate exceeding 95%, handling over 600 calls per day with 24/7 continuity, and freeing agents from technical constraints to focus on customer service.

Biogaran

David Gautier

Business Relationship Manager