Support for Direct-To-Consumer Marketing

A major pharmaceutical company with multiple direct-to-consumer marketing campaigns required a partner to handle advertising driven consumer inquiries for their entire product portfolio.

Objectives

• Provide the company defined “Consumer Experience”
• Maintain strict compliance with federal and state regulations and corporate policies
  • Fair balance
  • Prescribing information (PI and/or PPI)
  • Product experience reporting
  • Privacy
• Answer consumers’ inquiries using approved “FAQs” and continue to build a library of responses to satisfy callers
• Create call handling efficiencies without sacrificing service
• Maintain a high level of customer satisfaction
• Strive for first call resolution

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