Abbott Diabetes Care
Abbott Diabetes Care (Abbott), a leading manufacturer of blood glucose monitoring systems, sought assistance in developing strategic and tactical plans for its outsourced Customer Service organization. PowerHouse performed an Operational Assessment of the outsourcer’s Call Center and supported management in shaping future plans for the service relationship. When Abbott acquired TheraSense, a PowerHouse client at the time, we provided project management services for the operational consolidation of two existing Customer Service Call Centers. These included assistance with forecasting, workforce planning, workflow process enhancements, creation of online reference materials, and reorganization of management staffing. PowerHouse also assisted in renovating the Call Quality Monitoring Program, including upgrades to forms, standardized measurements, and implementation of a new quality recording system. When the outsourcer’s contract came up for renewal, we facilitated the RFP process to find another Call Center partner. This involved RFP requirements, proposal analysis, vendor review, and contract negotiation.
ApniCure, Inc. is a medical device company focusing on home-use devices for the treatment of sleep apnea (OSA) and other sleep related disorders. The Winx™ Sleep Therapy System, first in a series of OSA products, received clearance from the US Food and Drug Administration to market within the United States. The release of the product would result in an influx of sales and Customer Support telephone traffic as well as growth in all company departments. PowerHouse was engaged to conduct a Requirements Analysis and structure a bid process for new enterprise and Contact Center telephony. Our consultants managed the implementation, installation, and post-implementation service on the new system as well as facilitated the programming and routing design for CSR phones. This included the IVR menu layout for both business and Customer Service lines. Due to anticipated rapid growth, PowerHouse designed a system that was not only phased-in, but could accommodate a multi-location Contact Center during the growth phase and enable transition to larger premises upon stabilization of the growth cycle.
Conceptus, Inc. is the manufacturer and marketer of Essure, an effective permanent, non-surgical, and non-hormonal birth control device. When Conceptus received very vocal complaints about Essure that were not mitigated in a satisfactory manner, the company engaged PowerHouse to assess its Contact Center operation. Our consultants examined the patient contact process and identified key issues to understand the major drivers of the Customer Experience. PowerHouse recommendations included revamping procedures for physician contact and education, empathy training for front line staff, improved systems training, enhanced recruiting procedures, and the development of processes for rapid information dissemination within the enterprise. We also developed a strategy to improve and implement the company’s Patient Advocacy System. As a result of the project, the Contact Center was re-aligned with the company’s mission and goals. As well, staff provided customers and physicians with a positive experience.
Covance, Inc. is one of the world’s largest and most comprehensive drug development services companies. PowerHouse assisted Covance’s Health Economics and Outcomes Services (HEOS) department with an Operational Assessment of its Call Center processes and business efficiency. The current environment required that Covance HEOS adopt a more traditional Call Center model and measure performance in areas such as staffing, scheduling, systems, incentive plans, and work processes. We evaluated the current organizational, process, and technology models for improvement in operating costs and efficiencies. Following the assessment, PowerHouse worked with Covance to manage the implementation of a multi-site VoIP Call Center solution. The implementation included design and project management activities involving 600 users across two bi-coastal Call Centers.
Insulet Corporation is an innovative medical device company founded in 2000 with the mission of improving the lives of people with diabetes. Through its revolutionary OmniPod Insulin Management System, Insulet seeks to expand the use of insulin pump therapy. Insulet Corporation sought to evaluate the potential benefits of migrating a portion of its Technical Support calls to an external vendor. PowerHouse was engaged to assist in the evaluation by providing industry expertise to assess the viability of a migration. This included the risks, rewards, overall impact, and potential value that such a move might bring to the business. PowerHouse conducted an assessment of Insulet Customer Service requirements, including the critical business processes of technical support, general inquiries, lead management, customer retention, and all supporting elements such as technology platforms, reporting requirements, workload forecasting, and management integration. Our consultants led the RFP and vendor selection process to determine the most appropriate partner for Insulet, one with whom it could develop a productive and effective service provider relationship. Once the vendor was selected, PowerHouse provided guidance and oversight to ensure the relationship was supported by shared philosophies, an effective contract, and sound management and measurement practices.
Sanofi is a global integrated Healthcare leader focused on patients’ needs and is engaged in the research, development, manufacturing, and marketing of innovative therapeutic solutions. Sanofi launched the innovative iBGStar®, the first blood glucose meter that can be used on its own or connected directly to an Apple iPhone® or iPod Touch® to easily display, manage, and communicate diabetes information. In conjunction with the launch, PowerHouse was engaged to assess existing customer service, technical infrastructure, training, and processes. Our consultants provided direction and oversight to address areas of opportunity and developed strategies to transition Sanofi’s Contact Center from an in-house pharmaceuticals Call Center to a device-specific outsourced Customer Experience Center. The goal was to ensure ample technical expertise, brand knowledge, and alignment with corporate vision. Post-launch, PowerHouse evaluated the launch and migration process and developed a Corrective/Enhancement Plan for the company moving forward.