Fortune 150 Pharmaceutical Company

Industry: Healthcare / Pharmaceutical Department(s): Customer Experience

Use Case(s): Patient Adherence

This company uses Stratifyd to analyze customer interactions from their contact center to gather patient feedback on pharmaceutical lines. Stratifyd's Case Management System (CMS) is used to track insights, consolidate information, and assign tasks. They use these insights to increase patient adherence.

Leadership

Challenge:

  • Difficulty transforming customer relationships from transactional to interactional
  • They had a large volume of data but no way to quickly analyze and operationalize

Solution:

  • Stratifyd brings research-grade analytics to business users from the analyst to leadership levels

Results:

  • Increased patient adherence raising top line revenue

Analyst

Challenge:

  • Other solutions required the application of complex taxonomies or the services of expensive third-party research firms
  • Taxonomies became quickly outdated without an effective way to maintain them
  • Translations were difficult, time-consuming, and expensive which impacted the teams in Europe and Asia
  • Limited data visualization capabilities

Solution:

  • Stratifyd's machine learning is easier and faster than using a taxonomy-first approach
  • Stratifyd's CMS enables them to track net new insights and assign tasks internally
  • Translation capabilities enable them to translate foreign language documents during processing while retaining the native language
  • The redaction engine enables them to remove PII before entering the Stratifyd system
  • Interactive dashboard visualizations for key stakeholders replaced PowerPoints and PDF reports

Results:

  • Decreased time spent on data analysis
  • Increased analysts' ability to take action on insights
  • Enabled self-service analytics for customer engagement teams
  • Easier and faster reporting and sharing of insights**