Eversana Optimizes Its Global Contact Centers with Klearcom
Eversana is a global leader in the life sciences industry, specializing in providing comprehensive solutions that help bring life-changing therapies and products to patients worldwide.
With a mission to support both pharmaceutical companies and healthcare providers, Eversana operates in diverse markets, providing services that range from drug commercialization to patient support.
“Testing global numbers manually simply didn’t scale for us anymore.”
“Klearcom has given us the ability to proactively test numbers on demand across countries and carriers, removing guesswork and giving us real confidence in the reliability of our global contact center operations.”
Margot Thornton
Global Contact Center System Manager
- EVERSANA
24/7
Customer support from Klearcom’s 24/7 365 days a year NOC center and Client Operations Team.
100+
Languages and dialects transcribed globally at the click of a button.
340+
Carriers available for local testing globally, both fixed line and mobile capability.
100+
Countries Available for Toll-Free Number Testing with local number and IVR validation
Challenge:
Required constant monitoring and real-time assurance that all phone systems were working as expected.
Solution:
On-demand testing of toll-free numbers, IVR systems, and other voice systems in real-time.
Results:
Elimination of manual testing reduced response times, ensuring that any issues were identified and resolved before they impacted customers.
Background
Eversana is a global leader in the life sciences industry, specializing in providing comprehensive solutions that help bring life-changing therapies and products to patients worldwide.
With a mission to support both pharmaceutical companies and healthcare providers, Eversana operates in diverse markets, providing services that range from drug commercialization to patient support.
Background
Eversana is a global leader in the life sciences industry, specializing in providing comprehensive solutions that help bring life-changing therapies and products to patients worldwide.
With a mission to support both pharmaceutical companies and healthcare providers, Eversana operates in diverse markets, providing services that range from drug commercialization to patient support.
Challenge
With its global footprint and 24/7 customer support needs, Eversana’s contact center operations required constant monitoring and real-time assurance that all phone systems were working as expected.
The company’s previous methods of manual testing, which involved reaching out to local agents to dial numbers and verify functionality, became increasingly inefficient and unsustainable. As the organization grew, so did the complexity of testing toll-free numbers, local numbers, and IVR systems in a variety of countries.
Eversana needed a solution that would streamline this process, eliminate the risks of human error, and offer realtime visibility into the performance of their voice systems, all while scaling with their expanding global operations.
Solution
Eversana turned to Klearcom’s innovative automated testing platform to address these challenges. The implementation of Klearcom’s platform was swift and seamless, with Eversana’s technical team receiving dedicated support from Klearcom’s Client Operations team. Klearcom’s solution provided Eversana with the ability to conduct on-demand testing of their toll-free numbers, IVR systems, and other voice systems in real-time.
The flexibility to test numbers on a scheduled basis also allowed Eversana to proactively monitor their systems, addressing potential issues before they could affect customers. Klearcom’s detailed reports enabled the Eversana team to take immediate action to resolve any issues, ensuring that their global customer support operations ran smoothly at all times, regardless of time zone.
Klearcom’s solution allowed Eversana to:
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Test numbers on-demand
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Schedule automated tests in 100+ countries
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Verify toll-free number functionality in real time
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Avoid waiting on agents in distant locations
Klearcom’s platform provided comprehensive testing for:
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Connectivity
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Call quality
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IVR functionality
The flexibility of the platform also enabled Eversana to test different networks in specific regions, helping ensure seamless performance across multiple global locations.
Implementation
The implementation of Klearcom’s platform was swift and seamless, with Eversana’s technical team receiving dedicated support from Klearcom’s Client Operations team. Klearcom worked closely with Eversana to ensure all specific needs were met, including automating the testing processes and setting up a system for ongoing, proactive monitoring.
As a result, Eversana gained the ability to test numbers on-demand in over 100 countries, providing immediate feedback on the performance of their systems. The flexibility of the platform allowed Eversana to customize testing for different regions and carriers, ensuring that their global operations ran smoothly without the need for manual checks or delays
These insights helped Eversana improve service quality and take immediate action when issues arose, supporting the company’s commitment to global, round-the-clock customer support.
Implementation
The implementation of Klearcom’s platform was swift and seamless, with Eversana’s technical team receiving dedicated support from Klearcom’s Client Operations team. Klearcom worked closely with Eversana to ensure all specific needs were met, including automating the testing processes and setting up a system for ongoing, proactive monitoring.
As a result, Eversana gained the ability to test numbers on-demand in over 100 countries, providing immediate feedback on the performance of their systems. The flexibility of the platform allowed Eversana to customize testing for different regions and carriers, ensuring that their global operations ran smoothly without the need for manual checks or delays
These insights helped Eversana improve service quality and take immediate action when issues arose, supporting the company’s commitment to global, round-the-clock customer support.
Results
Eversana saw immediate improvements in operational efficiency. The elimination of manual testing reduced response times, ensuring that any issues were identified and resolved before they impacted customers. This proactive approach to testing allowed Eversana to deliver superior customer support on a global scale.
Proactive issue detection with real time alerts before patients or clients are impacted
Automated global number and IVR testing without relying on in country resources
Faster migrations with accurate documentation and validation
Greater confidence in global carrier performance with data backed visibility
Eversana also benefited from the flexibility of Klearcom’s platform, which enabled them to tailor testing for specific carriers and regions. This granular approach allowed them to address regional challenges more effectively, ensuring seamless service delivery across all global markets.
Conclusion
By implementing Klearcom’s automated testing platform, Eversana was able to streamline its testing processes, reduce manual interventions, and gain real-time visibility into the performance of its IVR systems and toll-free numbers across multiple regions. This not only improved operational efficiency but also enhanced the company’s ability to meet customer demands more effectively.
Klearcom’s solution has allowed Eversana to scale its operations without compromising on the quality of service, providing the company with peace of mind that their systems are always functioning at optimal levels. As Eversana continues to grow its global presence, the Klearcom platform remains an essential part of their strategy to maintain high standards of customer service.
At a Glance
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IVR testing across 100+ countries
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Peace of mind knowing systems are always functioning at optimal levels.
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Reduce manual interventions and gain real-time visibility into IVR and Toll-Free number performance.
"Through our partnership, Eversana now has the tools to proactively monitor and resolve issues, ensuring smooth operations around the clock.”
Christine Ramsey
Head of Client Operations, Klearcom
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