ACIC : CRM Integration For Leading Pharmaceuticals Manufacturer

ACIC Founded In the mid 1970’s, ACIC was responsible for the first antibiotic manufacturing site in USA. What started as a fine chemical company manufacturing, suppling and sourcing API’s has grown to include a global network of FDA inspected and cGMP compliant partner manufacturing plants. Manufacturing, developing and providing API’s and licensing products to the North American market. To assist clients and customers along each stage of the process ACIC expanded on their services to meet the ever changing and expanding demand of our clients. ACIC provides clients and partners with active pharmaceutical ingredients (API’s), finished dosage forms, injectables, contract manufacturing services, process development and optimization, regulatory services, clinical services from cGMP and FDA inspected facilities. ACIC and our clients and partners have established a tremendous reputation and are recognized for high quality products and performance efficacy.

About the Project

01
Challenge
The challenge was to seamlessly integrated CRM systems, a specialized team, and dedicated telephone services, ensuring scalability to meet the evolving needs and growth of the commitment program. Key concerns included data security, regulatory compliance, response time consistency, and cost efficiency while maintaining a high standard of service quality.
02
Key requirements
-Identifying and understanding a specific target audience is crucial for effective lead generation

-The availability of accurate and up-to-date data is essential for the successful attraction of potential customers

-Creating relevant and attractive content to attract the attention of potential customers
03
Solution
AgainAgain Agency introduced CRM systems to oversee the commitment program and assembled a specialized team to manage incoming and outgoing contact center interactions. A dedicated telephone number was provided to handle patient inquiries related to the commitment program, ensuring timely responses to pharmaceutical company vigilance-related situations. Structured support services were offered to patients enrolled in the program, with SMS messages and outbound phone calls providing specific program information and treatment regimen guidance.
04
Achievements
Increased Lead Conversion Rate: Achieving a significant boost in the conversion rate by implementing targeted lead generation strategies, resulting in a higher number of qualified leads turning into paying customers.

Expanded Lead Database: Successfully growing the lead database by a certain percentage or number, indicating the ability to consistently attract and capture the interest of potential leads through various channels.

Improved Lead Quality: Implementing effective lead qualification techniques and refining targeting criteria to generate higher-quality leads that are more likely to convert, resulting in better sales opportunities and increased revenue.

Results

The implementation of an integrated management system utilizing contact center services and SaaS solutions led to a 20% increase in customer satisfaction with the program. The call forwarding rate exceeded 90%, and customers received responses within a maximum of 48 hours, regardless of their chosen communication channel. Return on Investment (ROI) The absorption rate of incoming projects in this case exceeded 90%. The Service Level Agreement (SLA) for incoming projects stood at 80/30, and the frequency of contacts with outgoing drafts surpassed 80%

The level of satisfaction with the program increased by
20%
Customers received responses within a maximum of
48h
The call forwarding rate exceeded
90%
The absorption rate of incoming projects
85%

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