Case Study

Telerx: Automating Workflows That Drive Customer Satisfaction to 90%

In the last decade patient expectations have evolved faster than customer service delivery, leaving the majority of customers dissatisfied with the level of service they receive. The vision of C3i Healthcare Connections (a division of Telerx) was to create CaseTrack360, a platform with customer interactions available through any channel, for patient assistance, medical information, and adverse event/complaint intake. And they needed to do all of this in a scalable way across their own customer base for the life sciences companies they provide these services for. Driven by the Pega Platform, CaseTrack360 enables 3Ci Healthcare Connect to rapidly customize and adapt to new products, information, and regulations ensuring a more customer-centric experience that drove customer satisfaction up to 90%.


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