Case Studies

Situational Challenge

Our client, one of the largest pharmaceutical firms in the world, needed to promptly change its distribution centers and was seeking an immediate solution for outsourcing their stand-alone literature, sample and rebate fulfillment, as well as contact center services.

Solution Description

• Relocate all inventory to The Jay Group
• Transfer all mainframe and network order management hardware and software systems
• Integrate order placement and processing with total transparency to the client's field sales associates
• Shift contact center services to The Jay Group, hire and train agents to handle extensive consumer and professional inquiries

Critical Success Factors

• Aggressively-developed project transition plan that was up and running within 90 days
• Adaptability to allocate resources to achieve target dates
• Ability to house the client’s systems and integrate with our order fulfillment infrastructure
• Working in conjunction with all IT partners to ensure a seamless transition through system design, testing and implementation
• Establishing comprehensive on-site contact center training tools by creating duplicate versions of the client's systems to support “day in the life” testing in advance of taking live calls

Key Benefits

• Relocation of 9,700 pallets / 4500 SKUs without any disruption to consumers or medical professionals
• Extensive contact center training including test scenarios enabled agents to be thoroughly trained prior to taking live calls
• Enabled the client to continue to use existing systems as a result of the move
• Established efficiencies to reduce costs
• Supported the client's professional sales force by providing external connectivity to their inventory management software