Customer Satisfaction Model Developed for Pharmaceutical Manufacturer

Challenge

• A pharmaceutical manufacturer faced a corporate initiative to improve customer satisfaction for call center and R(x) order fulfillment
• The company did not have an effective reporting strategy to support improving customer satisfaction metrics such as call counts, average call time and delay, service level, order processing workflow, and fulfillment duration from order to shipping
• Orders were processed through multiple channels, with no ability to report across brand channels, and different ordering terms/data elements

Solution

• Consulted with stakeholders and IT to effectively combine data from disparate source systems into reportable Framework model
• Leveraged Cognos to enable mobile sales force

Result

• Defined a standard data dictionary to enable consolidated reporting across different brand channels/source data
• Designed and created data-rich visualizations presenting customer sat metrics graphically for easier end-user consumption