Key Features/Benefits

  • Streamlines call center management
  • Performs as a front end to any Safety, Medical Information and Product Complaint system
  • Integrates with any CRM system such as Salesforce.com
  • Configurable log forms for front-end systems

Background

A pharmaceutical or biotech company’s call center is often the first to hear and learn about a possible adverse event, complaint or inquiry regarding a specific product. Their ability to quickly identify, route and track the nature of each inbound call is vital toward meeting compliance requirements, satisfying customers and protecting company reputation.

agDispatch™

agDispatch streamlines call center handling of potential adverse events, product complaints and medical information inquiries.  Offered as a low-cost, cloud-based solution, agDispatch is the intelligent front end to an organization’s chosen medical information, product complaint and adverse event management systems.< 

Support for keyword handling helps warn call center staff of a possible adverse event (AE).  Once the nature of the call is identified, a call center professional is presented with the appropriate log form to capture all necessary details. This form is then automatically routed to the respective back-end system for processing.

agDispatch offers out-of-the-box integration with Salesforce.com or can be easily integrated with in-house or other third-party customer relationship management (CRM) systems. Key caller information is automatically copied from the CRM system to agDispatch, with any updates automatically shared back to the CRM system. 

  • Data Sheets