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By modernizing its contact center with Diabolocom, French pharmaceutical company Biogaran has improved regulatory compliance, automated time-consuming tasks and improved service quality. The result: more than 600 calls handled per day, 24/7 continuity and agents freed from technical constraints.
A healthcare leader placing customer relations at the core of its strategy
Since 2020, Biogaran has built its customer relations around Diabolocom’s omnichannel cloud solution. As a leading player in the generic drug market, Biogaran has made its contact center central to achieving two key goals: ensuring regulatory compliance and delivering high-quality service to healthcare professionals and patients.
Biogaran’s contact center brings together two key activities:
- The Customer Relations Center (CRC), responsible for order processing, sales administration and pharmacy support.
- A drug monitoring and safety service available 24/7 to collect adverse reaction reports.
These high-stakes functions directly impact sales, brand reputation, and compliance. Yet, the system supporting them suffered from serious technical issues:
Until now, we were equipped with a solution installed on our own servers, which was all the more costly as it was highly unstable and took a long time to restart in the event of a crash. Frequent downtime had a detrimental effect on our sales activity, the quality of our customer relations and our regulatory obligations.
An ambitious overhaul of the contact center
To address these challenges, Biogaran launched a complete overhaul of its system with three priorities in mind:
- Ensure optimum system availability, whenever customers need it.
- Gain agility in managing incoming and outgoing flows.
- Improve operational performance while controlling costs.
Diabolocom meets all of Biogaran’s technical and business requirements: secure, redundant cloud infrastructure, HDS certification for health data hosting, and seamless interconnection with business tools – including Salesforce.
What won over the teams, beyond the technical aspects, was the ease of use, the highly visual dashboards and the detailed statistics.
But above all, the intuitive handling, ergonomic interfaces and visual dashboards won over our advisors, boosting their autonomy and day-to-day efficiency.
Biogaran also emphasizes the close relationship with Diabolocom teams, who are viewed as genuine long-term partners. This regular support, provided whenever necessary, is an essential asset in their collaboration.
We also felt close to Diabolocom. Their approach, the way they listened, the way they presented the tool and answered our questions matched our DNA. This proximity was also a key factor in our decision.
CRM integration to suit every need
Biogaran uses several CRMs depending on its activities, including a specific tool, Selligent. Diabolocom developed a tailor-made connector to enable seamless integration with this environment, without disrupting business processes. David Gautier explains:
Even having a CRM that was a little ‘exotic’ was no problem for Diabolocom when it came to integration. As for user acceptance, it was almost instantaneous
On the CRC side, native integration with Salesforce provides automatic feedback of customer files, complete traceability of interactions, and real-time data synchronization. Agents gain in speed, reliability and work comfort.
AI for agent productivity
Since May 2024, Biogaran has been leveraging Diabolocom’s generative AI functionalities. Each call is automatically transcribed, registered in the Salesforce customer record and summarized. This eliminates manual re-keying, reduces time spent on post-call tasks and frees up time for active listening by the advisor.
All transcripts from the Diabolocom AI tool are displayed in the Salesforce CRM customer file. From this transcript, which is very well done and of high quality, we are able to generate a summary directly in the customer file, which can be used directly by the agents. For them, this is fantastic: it saves them an incredible amount of time.
AI thus becomes a true co-pilot for agents, providing contextual assistance, enriched history and enhanced follow-up quality.
Tangible benefits for teams
With more than 600 calls handled every day and peaks of 1,000 calls, Biogaran’s contact center relies on a robust infrastructure and advanced functionalities:
- Interactive voice server to qualify and direct calls in advance.
- Automatic upload of customer files.
- Intelligent queuing to prioritize according to the nature of requests.
- 24/7 outsourced routing for pharmacovigilance.
- Real-time supervision and detailed reporting for managers.
Today, we no longer wonder every morning whether the system will be available and operational. With Diabolocom, it simply is. Productivity and quality of service are the order of the day, with an off-hook rate in excess of 95%.
Even in times of crisis, such as the Covid-19 pandemic, service continuity was assured. Thanks to Diabolocom’s cloud architecture, the transition to teleworking was completed in just a few days, despite record call volumes.
A 360° view of the customer, shared by the whole company
The data generated by the Diabolocom solution, and enriched by AI, is now being used beyond the contact center. Marketing, supply chain and soon sales teams are exploiting these insights to improve their actions and coordinate efforts around customer satisfaction.
By combining data from calls, e-mails and CRM interactions, we can build up a richer, more relevant knowledge of our customers, shared by all our teams.
We have a 360° vision of the customer, both globally and individually.
Conclusion: a lasting technological partnership
By relying on Diabolocom’s technology, Biogaran is transforming its customer service into a real lever for business performance and differentiation. Native CRM integration, intelligent task automation, conversational AI and a sovereign cloud infrastructure guarantee stability, compliance and operational excellence.
This is truly a partnership based on attentiveness, proximity and innovation, for an ever more fluid, personalized and efficient customer relationship.
