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Pharmaceuticals / Healthcare Cost Reduction Business Process Outsourcing Services

Kyowa Hakko Kirin

Provides a support desk for the “MRPC Support Group” which supports approximately 1,400 MRs (Medical Representatives.)
Has received praise for service from the MR’s perspective.

Challenge

To respond accurately and quickly to inquiries from 1,400 MRs regarding the sales support system

Results

  • Accurate support that does not rely on agents using call tracking systems
  • A response based on the voice on the ground that reassures the MR in just one phone call
  • Quickly responds to new applications with accumulated and standardized knowledge

Kyowa Hakko Kirin Co., Ltd.
Sales & Marketing Division
Sales Administration Department
Senior Manager
Yoshimi Tomibayashi

It would be nice to emulate the skill and customer service mindset of the staff and apply it to our internal development of human resources.

transcosmos has been conducting support operations for us since the late 80’s and, with that track record, decided to entrust them with the MRPC support group’s support desk operations. We highly value the feeling of “trust” that allows transcosmos to move beyond the idea of contractor forming a team that propels our operation.

When it comes to executing operations, there is no need for us to elaborate on operational specifics; all we have had to do is outline general policies. In order to follow the policies we have outlined, transcosmos reflects, improves upon and solves problems on their own, thus assisting us tremendously.

Furthermore, even in the event of a change in staff, they have been able to catch up in one month and has a left a positive impact on us with their excellent training skills. Even in terms of costs, we feel there are merits to outsourcing when comparing the cost to training staffs ourselves.

Supports the core operation of MRs at medical institutions across the country

Kyowa Hakko Kirin Co., Ltd. (hereinafter, Kyowa Hakko Kirin), which is expanding its research, development, manufacturing and sales operations of medical pharmaceuticals globally, was founded in October 2008 out of the merger between Kyowa Hakko Industries Co. Ltd. and Kirin Pharma Co. Ltd.

Kyowa Hakko Kirin employs approximately 1,400 MRs (Medical Representatives), experts in pharmaceutical information, who collect and distribute information necessary for the proper use of pharmaceuticals to medical institutions across the country. Kyowa Hakko Kirin’s sales support system supports those MRs in their operations. In addition to being able to search medical institution information and pharmaceutical industry information, it also includes daily sales reports and expense management features and handles multiple types of information.

transcosmos has been entrusted with support desk operations for Kyowa Hakko Kirin’s MRPC Support Group sales support system and supports the focus on MR’s core operations.

Accurate and prompt responses to inquires as well as proposals for system improvement from the MR’s perspective

The MRPC Support Group receives various comments from MRs ranging from inquiries on the operation and defects of the sales support system, to requests for improvement and opinions regarding the information distributed. transcosmos instituted its proprietary call tracking system to log and assemble these MR’s opinions. Through comprehensive incident management transcosmos is implementing accurate responses independent of agents. Furthermore, through the utilization of search features for similar inquiries and escalation features transcosmos is engaged in providing prompt responses that minimize the lost opportunities of the MR. The support desk offered by transcosmos has received praise from MRs as well with the comment that “other employees should emulate their customer service mindset and capability of providing a sense of security offered in a single phone call by understanding the caller, ” which was introduced via company internal communication.

The MRPC Support Group is also engaged in log analytics for the purpose of improving sales support system features. Based on the amassed log, transcosmos considers items for system improvement from the MR perspective and proposes improvements to Kyowa Hakko Kirin.

In step with the changing needs of Kyowa Hakko Kirin

The number of applications MRPC Support Group is tasked with responding increases year by year. transcosmos, using its years of knowledge accumulated in providing support desk services, quickly responds to new applications. transcosmos increases efficiency through proactive use of its call tracking system and cost optimization through its management structure.

At the time of the merger, transcosmos offered implementation training to approximately 600 MRs and will continue to be in step with the changing needs of Kyowa Hakko Kirin. transcosmos will further support Kyowa Hakko Kirin’s business by proposing and providing optimized services.

Services provided to Kyowa Hakko Kirin

Services provided to Kyowa Hakko Kirin

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