Case Study: Astellas Pharma Inc. achieves resilient omnichannel customer experience and remote-work flexibility with Genesys Cloud

Strengthening customer experience and operational excellence

Astellas Pharma Inc.’s Medical Information Center in Japan handles over 90,000 domestic inquiries a year and must deliver accurate, regulated medical information to patients and healthcare professionals. To replace an aging on‑premises PBX and prepare for omnichannel service, business continuity and remote working, Astellas required a scalable, cloud‑based contact center that could integrate with its CRM and support future digital capabilities.

Astellas chose Genesys Cloud (AWS‑based) and implemented skill‑based routing, CRM integrations and improved data for forecasting and scheduling. The platform enabled employees to work from home via their PCs, kept operations running during a major typhoon, reduced the risk of service disruption, eliminated on‑premises maintenance costs, and improved resource planning and customer service.

Astellas

Eri Hirayama

Medical Information Center 1, Medical Communications