Business News
arvato develops innovative customer relationship programme with AstraZeneca UK
Monday 21. March 2011 - The UK Marketing Company of AstraZeneca, one of the worlds leading pharmaceutical companies, has appointed arvato to design and manage a new support and information service for healthcare professionals. From the beginning of March, the innovative TeleReach programme will enable AstraZeneca to offer healthcare professionals the opportunity to engage in telephone dialogue about AZs medicines and value-added services.
The programme will focus on building strong relationships by enabling healthcare professionals across the NHS to access information about AstraZenecas medicines and services at a time and in a format that best suits them, in order to enhance patient care.
arvato will employ and manage a team of ABPI (Association of British Pharmaceutical Industry) accredited Customer Service Agents, based on-site at AstraZenecas UK Marketing Company headquarters in Luton.
arvato was selected through a competitive process and was appointed because of its flexibility and proven experience in developing effective business-to-business appointment booking services and customer support programmes.
“We appreciate the changing environment in which healthcare professionals are working. Our research into what, how and when they want to engage with us, helped inform the development of TeleReach,” explained Tarja Stenvall, Vice President, Specialist Care, AstraZeneca UK. “arvatos experience, combined with the companys flexibility and innovation in project delivery have enabled us to go from contract agreement to the go-live of this new approach in just six weeks.”
“AstraZeneca has taken an innovative approach to responding to the NHS changing needs and were delighted to be a part of that,” said Mark Brown, Managing Director, Contact Centres & Loyalty, arvato UK. “We are looking forward to helping AstraZeneca retain, support and grow its existing relationships, as well as develop new relationships, with healthcare professionals.”