Case Studies
Case study for pharmaceutical recall
Situational Challenge
Our client, a global leader in consumer healthcare products, experienced a national product recall.
Solution Description
- Updated client's existing phone tree with separate toll free number for refund processing
- Trained additional customer service representatives to handle the increase in call volume and to provide direction to consumers
- Began the data entry and processing of refund requests into our internal Promotions Processing System
- Establish a PO Box at our facility to handle all incoming mail and refund submissions
Critical Success Factors
- Ability to track lot numbers through our integrated Warehouse Management System
- Daily reporting and communications to the client to allow monitoring of recall program costs and allocation of required funds
- Adjusting workforce within 24 hours of recall notice
- Following client established Standard Operating Procedures for product recalls
Key Benefits
- Handled 250,000 customer contacts and processed 200,000 checks over a 15-month period
- Utilized our proprietary fraud detection program for refund processing
- Leveraged an existing integrated call center/fulfillment partner to guarantee the brand’s recall process worked flawlessly