Case Study: Global Medical Communications achieves streamlined complaint management and lower costs with Wipro

Operational Efficiencies Through Global Post Market Surveillance Hub

The customer, a multi-billion dollar global medical device and pharmaceutical company, faced challenges with unstructured complaint handling and medical information fulfillment frameworks due to rapid business growth. They partnered with Wipro to streamline their post-market surveillance processes and aggressively pursue greater operational efficiencies to strengthen their financial position.

Wipro established an offshore delivery center in Cebu, Philippines, staffed with medical professionals to manage global product safety, complaints handling, and medical information. This solution streamlined processes, reducing average customer call handling time by 36% and upfront operational costs by 15%. Wipro's partnership also led to significant process improvements in complaint management, cost reduction, and improved profitability for the client.

Global Medical Communications