End-to-end multilingual complaint handling and regulatory reporting for a large Class III medical device manufacturer, for its global supply.
The engagement to support post-market surveillance activities led to a 40% reduction in complaint handling operations cost.
Processes owned: performing multilingual intake/data entry, triage, complaints investigation, regulatory assessment/decision (US/OUS), regulatory reporting, direct submission (US/OUS), good faith efforts, and complaints closure.
Client Background
The customer is a worldwide developer, manufacturer, and marketer of medical devices, whose products are used in a range of interventional medical specialties. For more than 30 years, they have advanced the practice of less invasive medicine, by providing a broad and deep portfolio of innovative products, technologies, and services across a wide range of medical specialties. The Company's products help physicians and other medical professionals improve their patients' quality of life, by providing alternatives to surgery.
Challenge
The client's challenges and key objectives for the outsourcing are focused on four key elements:
Solution
“Quality of Service” is the foundational element of our solution.
“An engagement built on collaboration, competence, efficiency, trust, transparency, and timeliness. A partnership that will continue to raise the standards on culture, agility, performance, and compliance; with an aim to continue to transform customer experience and further improve patient care.”
Today customers realize that "process value creation" does not necessarily result in "business value creation".
In this paper we explore the purchase trends and concerns issuing banks are facing in managing their disputes and chargeback processes.
Technology enablement plays a crucial role in tracking customer needs that are expressed through different channels; a platform based approach will help telcos improve customer satisfaction and thereby improve revenues. It’s time for telcos to relook at Service Assurance strategy.
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© 2022 Wipro Limited |
Pharmaceutical & Life Sciences