Helping a Major Biotechnology Company Improve Customer Care

Biogen discovers, develops, and delivers worldwide innovative therapies for people living with serious neurological and neurodegenerative diseases. By drawing on a unique combination of technology and experience, Pearl-Plaza was able to solve the problems they were having with customer care.

Better and Faster Customer Service

The Medical Information Department (MID) at Biogen Japan fields and responds to questions from patients, physicians, and others. When a person calls into the MID, their calls are routed to operators who draw on a large Frequently Asked Questions (FAQ) spreadsheet, product information brochures (PIBs), Summary of Product Characteristic (SmPC) documents, and other resources.

After 1 minute, calls are automatically escalated to expensive medical directors. Biogen wanted to reduce this cost through better and faster customer service. But they knew that jumping to an automated system would be extremely expensive and risky. Instead, Biogen turned to Pearl-Plaza for a solution to empower, not replace, their human operators.

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Find out how Pearl-Plaza was able to build a semi-custom search application to streamline Biogen’s data by downloading the full PDF below.