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Case Study

C3i Solutions: Focusing on the patient journey

  • 150 healthcare professionals

  • 30 languages across 100 countries

  • 30 million multi-channel interactions yearly

  • 16 of the world’s top 20 pharmaceuticals

"The healthcare environment is rapidly and constantly evolving. We needed technology that would break down information silos in order to obtain valuable customer insights that our trusted advisors could leverage to improve the [patient] journey."

Amit Rajaram Director, Pega Solutions, C3i Solutions

The Business Issue

In an era of personalized care, C3i Solutions recognized the need to provide deeper insights to its customer-facing experts to differentiate itself as a trusted advisor to patients.

To effectively engage patients and healthcare providers across a range of service types, C3i had to balance human interactions with scalable, cross-channel, decision-managing technologies.

The Solution

Working with Pega, C3i implemented a comprehensive patient and healthcare provider solution, with an emphasis on product safety, medical information, patient support, and adherence. The system enables access to any service through the same platform, from medical information to adverse event reporting. It is also designed to scale operations by leveraging common components across the customer base, reducing development and client onboarding times.

With the system, C3i can quickly adapt as new requirements and regulatory guidelines emerge. Agents no longer need to manually switch between systems, and they can access patient interaction data across platforms.

The Results

C3i can now engage better with patients, and provide more value for customers. Results include an over 64% appointment confirmation rate, value-add support for over 70% of engagements, 100% identification of adverse events and product quality complaints, omni-channel interaction, intelligent system guidance, and better auditability. Further, 80% of calls are now answered in 20 seconds.

Related Resources

  • Hear how Philips is using Pega to empower connected health.

  • With Pega, the world's leading service organizations engage customers with omnichannel service.

  • Pega Cloud adds value and provides flexibility in choice: private cloud, hybrid cloud, or all cloud.

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  • Industry: Healthcare
  • Product Area: Customer Service
  • Challenge: Customer Service
  • Challenge: Operational Excellence