Implementing a customer service team with speed and agility



The Challenge

A global medical company producing innovative skin regeneration treatments was looking for a customer service centre to support its products.

The Approach

We created a dedicated team of customer service agents with robust workflows in just eight weeks. The team was supported by a number of systems including Salesforce for managing sales rep requests, customer inquiries and product complaints, as well as Dynamics 365 for efficient product-order management.

The Results

Despite a complex rollout, the customer services team launched successfully and handled 1,165 calls during the first year. The client continues to bring in many new customers, and our team responds with speed and agility to comfortably handle additional tasks.

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EmerGENE is the first multidisciplinary, global network of experts from across Ashfield and Sharp all passionately focused on the success of your cell and gene therapy.

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