Case Study: Clinical Call Center - Gaining Perspective

woman working at a Magellan clinical call center
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  • Critical customer & patient perspectives
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Gaining Perspective

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  • Getting voice of the customer
  • We are your eyes, ears & heart
  • Identifying the inside scoop

Situation (Discuss)

The client had a new configuration of an existing product that needed introduction to their target market via phone detailing. Client also wished to obtain customer satisfaction surveys.

Business Recommendation (Design)

Magellan recommended a turnkey tele-detail solution to allow the client to quickly promote the new product. This solution included obtaining the client’s customer database, categorizing the institutions and clinics by region and assigning these to a dedicated clinical associate to begin building relationships with these account customers. The client had already developed an assessment tool which Magellan proposed to review and optimize to collect satisfaction survey data. Finally, Magellan proposed to manage all aspects of implementing the project team, including training, data collection, data analysis and summarization of results.

Magellan Team (Deploy)

The Project Manager and Project Coordinator re-tolled the database and created standardized processes to implement the project. They assembled a team of three Clinical Associates to initiate the tele-detail activity once trained. The initial team was scaled to twelve Clinical Associates. The Clinical Associates were monitored by the Project Manager to assure weekly results were obtained, which were delivered to the Client via dashboards.  Refinements to the process and messaging was revised initially and over time. Upon completion of the project, the project team summarized and analyzed all data before delivering results to the client. An Executive Sponsor served as a client advocate throughout the project to ensure a quality outcome for the client.

Results (Deliver)

The project produced the following key outcomes for the client:

  • Process enhancements improving weekly results by over 200%
  • Suggested market entry points
  • Customized client web-based portal for 24/7 metrics reporting
  • Enhanced customer experience
  • Synthesized and analyzed data
  • Formatted raw data

Business Impact

The client was able to quickly gather the data it needed to assess their customer’s receptivity to the newly configured product. The client was able to confirm that the new product configuration was viewed as an improvement over existing technology, and launched the product on-time via satisfaction survey results.