Use Case

Pharmaceuticals

With products sold in over 125 countries, American pharmaceutical company Eli Lilly is an international force committed to the well-being, health, and safety of millions of people around the world. Stratifyd helped them to hear the voices of their customers.

helping lilly improve cx

Lilly came to Stratifyd with a need to analyze omni-channel inbound customer support interaction data from their Global Contact Center and monitor drugs in various therapeutic areas.

Eli Lilly's Consumer Insights Analytics team was looking for any instances where experiences with the drugs could be improved to reduce any confusion or unnecessary pain.

How Stratifyd helped

Speed to insights

Predictive intelligence

Case management functionality

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Impact

Stratifyd has continuously helped uncover unknowns, get insights in near real-time, and increase collaboration throughout the company by sharing reports more frequently.

The company’s customers’ quality of life is at stake when information isn’t clearly communicated, like in the instance of the insulin drug. Stratifyd continues to help monitor numerous drugs and cases to help minimize these issues and provide customers with a better experience.

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Added Value

A member of the Consumer Insight Analytics team was analyzing a dashboard for a specific insulin drug which users administered to themselves at home. This individual noticed that the word cloud on the Stratifyd platform showed “injection site” with a negative sentiment.

Upon further investigation, it was found that many prescribing doctors weren’t giving the in-office demonstrations of how to inject yourself. Users tried to teach themselves via online tutorial videos and instructions on the drug’s website to no avail and communicated that they were experiencing pain and irritation at the injection site.

The company was set to release the drug in Australia shortly after this discovery and was able to communicate to doctors that patients needed to be taught how to give themselves the doses when prescriptions were written. It also provided more comprehensive information online, and in the directions accompanying the drug, explaining how to properly administer it.

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Lilly’s Return on Investment

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Online resource center was developed

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100% visibility into CX across multiple lines of drugs

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Prescribing doctors received stricter guidelines

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