Arvato develops innovative customer relationship programme with AstraZeneca UK
London. The UK Marketing Company of AstraZeneca, one of the world’s leading pharmaceutical companies, has appointed Arvato to design and manage a new support and information service for healthcare professionals. From the beginning of March, the innovative TeleReach programme will enable AstraZeneca to offer healthcare professionals the opportunity to engage in telephone dialogue about AZ’s medicines and value-added services.
The programme will focus on building strong relationships by enabling healthcare professionals across the NHS to access information about AstraZeneca’s medicines and services at a time and in a format that best suits them, in order to enhance patient care.
Arvato will employ and manage a team of ABPI (Association of British Pharmaceutical Industry) accredited Customer Service Agents, based on-site at AstraZeneca’s UK Marketing Company headquarters in Luton.
Arvato was selected through a competitive process and was appointed because of its flexibility and proven experience in developing effective business-to-business appointment booking services and customer support programmes.
“We appreciate the changing environment in which healthcare professionals are working. Our research into what, how and when they want to engage with us, helped inform the development of TeleReach,” explained Tarja Stenvall, Vice President, Specialist Care, AstraZeneca UK. “arvato’s experience, combined with the company’s flexibility and innovation in project delivery have enabled us to go from contract agreement to the go-live of this new approach in just six weeks.”
“AstraZeneca has taken an innovative approach to responding to the NHS’ changing needs and we’re delighted to be a part of that,” said Mark Brown, Managing Director, Contact Centres & Loyalty, Arvato UK. “We are looking forward to helping AstraZeneca retain, support and grow its existing relationships, as well as develop new relationships, with healthcare professionals.”
Arvato is a trusted global business outsourcing partner to the private and public sectors in the UK. With more than 50 years of experience in outsourcing, Arvato combines expertise in business process outsourcing (BPO), finance services, contact centres, loyalty and customer retention, supply chain solutions, and public sector and citizen services to deliver innovative, individual solutions. Arvato has long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients. It is a subsidiary of Arvato, one of the world’s largest internationally networked media and communications services providers with over 60,000 people employed in over 270 subsidiaries across 35 countries worldwide. Arvato has annual revenues of approximately €4.8bn contributing nearly a third of the Bertelsmann group annual revenues of over €15bn. For more information, visit www.arvato.co.uk.
AstraZeneca is a global, innovation-driven biopharmaceutical business with a primary focus on the discovery, development and commercialisation of prescription medicines. As a leader in gastrointestinal, cardiovascular, neuroscience, respiratory, inflammation, oncology and infectious disease medicines, AstraZeneca generated global revenues of US $32.8 billion in 2009. For more information about the company in the UK, please visit: www.astrazeneca.co.uk.