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Founded in 1996, Biogaran has established itself as a major player in the pharmaceutical industry and the leading provider of generic medicines in France. With business activities spanning Europe, Africa, the Near and Middle East, and Latin America, and generating over $1 billion in annual revenue, Biogaran demonstrates a steadfast commitment to patients and healthcare professionals. This dedication is reflected in its strategic vision for customer relationships, where the contact center plays a pivotal role in driving performance and customer satisfaction.
To achieve this vision, Biogaran decided to modernize its contact center by transitioning to a cloud-based, omnichannel solution. The goal was clear: to enhance agility, flexibility, and operational efficiency in order to meet growing customer demands and navigate the stringent regulatory requirements of the pharmaceutical sector.
For this strategic initiative, Biogaran partnered with Diabolocom, leveraging its expertise for a seamless transformation. Let’s dive into this successful collaboration.
The Contact Center: A Strategic Asset for Biogaran
At Biogaran, the contact center plays a pivotal role in the value chain, supporting key stages of the customer relationship:
- Processing pharmacy orders.
- Managing sales administration.
- Handling pharmacovigilance with a 24/7 on-call service for reporting adverse effects.
These diverse and critical functions make the contact center a true hub for customer interactions—a strategic hub that directly influences revenue, regulatory compliance, and the company’s brand reputation.
However, this central role was hindered by the limitations of the previous system, as explained by David Gautier, Business Relationship Manager at Biogaran:
Our previous solution was hosted on our own servers, and it was both costly and unreliable. It often crashed and was slow to reboot, leading to frequent downtimes. These outages negatively impacted our commercial activities, the quality of our customer relationships, and our regulatory obligations in pharmacovigilance.
Recognizing the need for change, Biogaran undertook a complete overhaul of its contact center with three primary objectives:
- Enhance system stability and availability to ensure uninterrupted service.
- Increase flexibility and agility in managing customer interactions, especially in the era of digital customer journeys.
- Optimize costs and operational performance by adopting a cloud-based model.
This ambitious set of requirements led Biogaran to evaluate the solutions offered by leading providers in the market. Ultimately, Diabolocom stood out as the ideal partner for the project.
Sustained Optimization of Biogaran’s Contact Center with Diabolocom
After a rigorous selection process, Biogaran chose Diabolocom’s platform to lead its contact center transformation. The solution met all of the technical requirements:
- Cloud architecture
- HDS certification for health data hosting
- Seamless integration with Biogaran’s CRM
Nevertheless,it was other factors that sealed the deal after all.
Beyond the technical aspects, what truly convinced our teams was the user-friendliness and intuitive design of the Diabolocom platform, as well as its visually engaging dashboards and detailed analytics.
“Moreover, we felt a strong connection with Diabolocom. Their approach, attentiveness, and the way they demonstrated their tool and answered our questions aligned perfectly with our company values. This proximity was a decisive factor.”
This close collaboration was evident during the implementation phase. Indeed, Diabolocom’s team managed to quickly develop a custom connector to ensure seamless integration with Biogaran’s unique CRM (Selligent). This integration was critical to automating the retrieval of customer profiles for every interaction, providing agents with a comprehensive 360-degree view of each request.
We were very well supported. Even having a somewhat ‘uncommon’ CRM didn’t pose a problem for Diabolocom. The integration went smoothly, and user adoption was almost instantaneous.
Diabolocom: The Smart Platform Empowering Biogaran’s Agents to Deliver Outstanding Service
Just a few weeks after the project launch, the new solution was fully operational, significantly enhancing the work of Biogaran’s 25 contact center agents.
The agents, organized into three specialized teams—order processing, sales administration, and pharmacovigilance—handle an average of 600 calls daily, with peaks of 800 to 1,000 during commercial campaigns or busy periods.
To manage these significant call volumes efficiently, the contact center leverages the following key features of the Diabolocom platform:
- Interactive Voice Response (IVR): Streamlines call routing by qualifying requests upon call entry and directing customers to the appropriate agent.
- Automatic Customer Profile Retrieval: Matches incoming calls with customer profiles using caller ID recognition, seamlessly integrated with the CRM.
- Intelligent Call Queues: Prioritizes calls based on their nature (orders, administrative questions, pharmacovigilance reports).
- 24/7 Call Routing: Ensures continuous pharmacovigilance support by directing after-hours calls to a specialized external provider.
- Real-Time Supervision and Detailed Reporting: Provides precise insights into activity and performance metrics.
The results have exceeded expectations, as David Gautier noted:
Today, we no longer wake up wondering if the system will be operational. With Diabolocom, it just works. Productivity and service quality have significantly improved, with a call answer rate exceeding 95%.
Beyond daily efficiency and performance gains, the platform’s resilience and flexibility have proven invaluable, especially in navigating an unprecedented crisis context.
A Solution That Helped Biogaran Navigate the Challenges of the COVID-19 Crisis
The COVID-19 pandemic served as a real stress test for Biogaran’s contact center. Overnight, all 25 agents transitioned to remote work to ensure service continuity.
This shift was especially challenging given the surge in call volumes during the pandemic, with peaks of up to 1,000 daily interactions during the first lockdown.
“Every pharmacy was looking to stock up on paracetamol, and we had to handle an unprecedented number of calls while maintaining service quality and ensuring traceability of interactions,” recalled David Gautier. “With our previous solution, which wasn’t designed for remote work, we would have been forced to scale back operations or even shut down the service entirely.”
Thanks to Diabolocom’s cloud-based architecture, the transition to remote work was seamless. By simply logging into their usual interface, agents had full access to their work environment with no latency or loss of functionality. This ensured uninterrupted operations and allowed the team to handle the increased workload under optimal conditions.
This resilience and flexibility, made possible by a modern solution natively designed for remote work, proved to be crucial in navigating the crisis.
Shaping the Future: Biogaran’s Vision for an Enhanced, Customer-Focused Contact Center
Building on this success, Biogaran is now aiming to further modernize its contact center with a clear objective: delivering exceptional customer experiences through omnichannel capabilities and proactive engagement.
Several initiatives are already underway:
- Email integration into the Diabolocom platform, replacing a separate tool, to provide agents with a unified view of all customer interactions and requests.
- Web callback functionality on Biogaran’s website, allowing visitors to request a call back or initiate a live conversation directly from the website.
- Scaling outbound call campaigns to support product launches and deliver personalized information to pharmacies and prescribers.
- Systematic post-call surveys to continuously measure customer satisfaction and identify pain points in the customer journey.
These projects are shaping the future of Biogaran’s enhanced contact center, a convergence point for operational excellence and customer focus. This vision emphasizes using technology to empower human interactions, fostering long-term trust and loyalty.
This is also why I’m glad we chose Diabolocom. I’ve even recommended them to colleagues in other pharmaceutical companies. Beyond the solution itself, we’ve found a true partner who understands us, challenges us, and supports us in achieving our customer strategy.
Conclusion
The transition to Diabolocom marked a turning point for Biogaran, as the company moved away from a costly, unreliable on-premise system that frequently disrupted operations. The previous solution not only incurred high maintenance expenses but also led to service outages, impacting Biogaran’s ability to meet critical pharmacovigilance requirements and undermining customer trust.
By adopting Diabolocom’s modern, cloud-based platform, the pharmaceutical company gained a scalable and resilient solution that guarantees stability, supports remote work seamlessly, and ensures uninterrupted service—even during unprecedented crises.
Through this partnership, Biogaran managed to leverage customer experience as a growth driver, proving that the right tools and a trusted partner can align efficiency, team engagement, and customer satisfaction.
