The client is an unnamed pharmaceutical manufacturing company that IntelePeer describes as a leading manufacturer and a pharmaceutical powerhouse. It supports customers across a portfolio of 80 pharmaceutical brands, providing medication reminders, prescription refills and medication delivery. Those interactions were previously handled by agents on the company's existing communication system. The document does not disclose the company's name, size or location.

The manufacturer faced a range of demands in meeting customers' evolving needs. It had to provide comprehensive support, including setting up medication reminders, automating prescription refills and coordinating the delivery of medications, across 80 pharmaceutical brands. Agents handled inquiries manually, which limited scale and slowed call resolution. Meeting those needs across 80 brands was the core issue.

Pharmaceutical information management is intricate, and the company needed a tailored solution that could handle that complexity while keeping the experience smooth and customer-centric. It also wanted to manage customer feedback and shorten call resolution times, and to do so without replacing the communication system it already had in place. Any solution had to add automation and AI capabilities on top of the existing infrastructure rather than through a rip-and-replace project.

IntelePeer delivered its Communications Automation Platform (CAP), which combines hyper-automation and AI. The platform was integrated into the manufacturer's operations through SmartFlows, IntelePeer's omnichannel workflow builder, which streamlined the company's existing business processes. IntelePeer describes the combination of hyper-automation and AI within CAP as the transformative element of the solution.

With CAP, information dissemination for 80 pharmaceutical brands was automated, eliminating manual agent handling of those inquiries. The same workflows streamline setting up medication reminders, automating prescription refills and ensuring medication deliveries, which improved the efficiency and scalability of the company's pharmaceutical information management. Call routing strategies send the remaining calls to the right place, reducing communication costs and letting agents focus on higher-value tasks.

Because CAP layered over the company's existing communication system, the manufacturer gained the new automation capabilities without a rip-and-replace project. IntelePeer reports that the company saw immediate cost savings, exceeded its operational benchmarks and is positioned to manage customer feedback and reduce call resolution time.

• Information dissemination automated for 80 pharmaceutical brands, eliminating manual agent handling of inquiries
• Automated reminders help customers with monthly refills and daily medication intake
• Call routing strategies reduced communication costs and redirected agents to higher-value tasks
• Immediate cost savings and operational benchmarks exceeded
• Existing communication system upgraded with no rip-and-replace