Case Study: C3i Solutions achieves improved patient engagement and scalable healthcare operations with Pegasystems

C3i Solutions Focusing on the patient journey

C3i Solutions, an HCL Technologies company supporting 150 healthcare professionals across 100 countries in 30 languages and handling 30 million multi-channel interactions yearly for 16 of the world’s top 20 pharmaceutical firms, needed to break down information silos and give its customer-facing experts deeper patient insights. With healthcare rapidly evolving, C3i had to balance human interactions with scalable, cross-channel decisioning technology to improve the patient journey and meet changing regulatory requirements.

Working with Pega, C3i implemented a unified patient and HCP platform for product safety, medical information, patient support, adherence, and adverse event reporting, using shared components to speed development and onboarding. The solution eliminated system switching for agents, centralized interaction data, and improved adaptability; results include a 64% appointment confirmation rate, value-add support in over 70% of engagements, 100% identification of adverse events and product quality complaints, omni-channel interaction and intelligent guidance, improved auditability, and 80% of calls answered within 20 seconds.

C3i Solutions

Amit Rajaram

Director