Customer Case
Customer Case

Customer case: Fagron

Together with prescribers and pharmacists, Fagron strives to improve personalized medicine and to make it (more) accessible for patients. Fagron aim is to have a significant impact on the health and welfare of people.

What we did

Fagron supplies products and services to professionals and institutions in the healthcare sector globally. enables Microsoft Teams to be the customer engagement hub for Fagron through seamless integration with Teams Phone System and WhatsApp. This integration elevates Teams to become the omni-channel contact center communication client that is required to maintain customer focus. supports Fagron to:

Improve reachability Customer Service

Integrating omni-channel communication in a single communication client Fagron now only uses Microsoft Teams as their communication client resulting in very fast adoption by the customer service agents, seamless integration with company security policies and simplified IT infrastructure.

Getting a complete overview on customers history

Making personalized medicine is complex and requires clear communication between pharmacy and supplier. The Fagron customer service agents now get a complete overview on the status and options they can offer in a single view without switching between application constantly allowing them tos assistance the pharmacies and prescribes in the best possible way.

Avoid major delays for customers provides the agents a 360-degree customer overview within Microsoft Teams giving the customer service more understanding current orders and the status of the backorders, in that way creating more transparency, improving customer satification & loyalty.

Make data-driven decision to improve customer service

Knowing the insights of all customer communication gives Fagron a better idea on the missed call ratio and average customer waiting time. By knowing this they managed to improve their availability and responds time significantly.  Using this knowledge they were also able to develop and implement new business ideas and workflows.

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“Giving our customers easy access via any communication channel and our service experts a 360-degree view in Microsoft teams allows us to provide the best advice possible and making our customer the focal point of our organization!”
D. Lambrecht
Global Digital Transformation Manager, Fagron