Optimising Adverse Event and Product Complaint collection through call centres

Optimising Adverse Event and Product Complaint collection through call centres

Case Studies

With increasing volumes of data, Pfizer faced the challenge of ensuring consistency in safety data collection. Transparency and traceability across multiple third party call centre providers, servicing one of Pfizer’s key markets needed to be ensured. In addition to improve process management, they wished to simplify a complex multi-step, manual data collection process.

”Improving processes with an easy to use electronic solution is key to maintaining high levels of quality by reducing potential transcription errors and managing the calls in a structured way to obtain as much information as possible with the first contact. Our selection of the Reportum® solution reflects our commitment to streamline our call handling processes with state of the art electronic solutions.”

Results:

  • Direct E2B transfer to safety database
  • Auto-reconciliation between systems
  • Easy deployment to 3rd party partners

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