Abbott Diabetes Care Upgrades Call Center

 

Summary
Abbott Diabetes Care is a leading provider of products designed to reduce the discomfort and inconvenience of blood glucose monitoring.  With a singular focus on introducing systems that are easier to use, require less blood, and provide faster results, ADC designs, develops and manufactures several leading-edge glucose monitoring systems and test strips for use in both home and hospital settings.

Business Challenge
As a provider of world class diabetes care products, ADC required a best in class call center solution for its customer service organization to manage the more than 1.5 million calls it receives annually. Abbott Diabetes Care needed a new solution that would:

  • provide improved reporting
  • track customer interactions more accurately and in real time
  • deploy quality directives in a timely fashion
  • significantly improve customer satisfaction  

Business Solution
After selecting Salesforce CRM Service, Abbott Diabetes Care engaged Model Metrics to provide the integration, customization, and implementation services that would make the deployment successful.  Model Metrics performed integrations with ADC’s data warehouse to centralize all relevant customer information, providing customer service agents around the world with quick and easy access to critical data.  Model Metrics also completed a full CTI integration, and developed a custom user interface for customer service agents utilizing the Salesforce Console and Visualforce.  The end result is a single, global system for the ADC customer service organization to manage customer call registration and tracking, troubleshoot customer complaints, and provide an interface with the existing product complaints investigation and reporting application. 

Business Benefits
Built on the Force.com platform, the solution delivers the benefits of rapid speed of deployment and user adoption, and will ultimately be rolled out in multiple languages in more than 20 countries.  With a unified, global system that provides agents with improved access to critical customer profiles and information, as well as a centrally managed knowledgebase that delivers solutions to common problems within the Salesforce interface, ADC will dramatically increase agent productivity, decrease costs, and improve customer service. 

To read more about our solutions for Life Sciences, click here.