Exceptional global manufacturing and research
Astellas Pharma Inc., offers innovative pharmaceuticals throughout the world. Its Medical Information Center in Japan handles over 90,000 domestic contacts annually and builds trust between patients and medical professionals.
“As regulations regarding the provision of medical information become stricter in Japan, it is very important to provide accurate information to patients and healthcare professionals who use our products, as well as to listen to the voice of customers for giving feedback internally,” said Naoko Sato, Vice President, Medical Communications at Astellas Pharma Inc.
Sustaining these high service levels meant replacing an on-premises PBX system with a more reliable and easier-to-scale cloud model that offers advanced omnichannel customer experience capabilities. Other priorities were to support future email and chat, along with speech recognition and customer satisfaction (CSAT) surveys.
A smooth transition to cloud
After evaluating several contact center solutions, Medical Information Center chose the Genesys Cloud™ platform. Among the deciding factors were fault tolerance as a system based on Amazon Web Services (AWS), integration with CRM tools and an ability to easily meet future demands of the organization.