Business Process Outsourcing

BACKGROUND
In 2006, Confabia was asked to provide a holistic CRM solution for a Philippine multinational company across multiple delivery channels. The company wanted to enhance and enrich the customer product experience by adding a service support layer that sustained intimate purchasing relationships over time. In parallel, it sought to outsource to achieve dual objectives of managing costs while refocusing on core sales and marketing competencies. Confabia responded with a timely set-up of a Business Process Outsourced Solution of strategic and financial value, ensuring quality delivery. Negotiations started in September 2006 and in less than 3 months, the CRM Team was fully operational.

PROGRAM PROFILE: This world-class multinational is one of the world's largest research-driven pharmaceutical and healthcare products companies
A leader in the discovery, development, manufacturing and marketing of pharmaceuticals, vaccines, biotechnology products and non-prescription medicines. Employs more than 700 people locally and belongs to the top 100 Philippine Corporations.

THE CONFABIA SOLUTION: HOLISTIC CRM SUPPORT
In November 2006, Confabia completed the offsite set-up and commenced Call Center service delivery after a two-month ramp-up. The Management Team comprised a Program Head, an Operations Team Leader & a Quality Team Leader, handling 25 agents and executing along different service delivery channels. We also achieved operational and customer satisfaction objectives while meeting client compliance objectives. Securing Operating Goals and Commitments:
  • Using a dedicated team to service client requirements
  • Knowledge retention through continued refresher training
  • Employee retention through client integration
  • Singular focus on client needs and goals, beyond SLA dictates
  • Customer feedback-driven TQM
  • End-to-end integration within the product/customer development matrix
Maximizing Use of Service Delivery Channels:
  • Inbound/Outbound (Voice)
  • Incoming SMS/Textblast
  • Email
  • Demand Fulfillment
  • Patient Care Program Implementation
  • Events Management
Bringing Intelligence to the CRM Process:
  • Harnessing the power of CRM through using innovative services and technologies to gather consumer intelligence and optimize customer relationship management
  • Collecting, analyzing and transforming customer insights and feedback into answers and action plans geared towards customer retention satisfaction
  • Improving data mining across multiple delivery channels
  • Implementing programs and campaigns to strengthen customer affinity to client products