Customer Complaints And Adverse Event Management Automation In A Combination Products Pharmaceutical Company

This medical-technology company helps its customers measurably improve patient care by focusing on two of the biggest issues affecting healthcare - medication errors and hospital-acquired infections. Its family of products and services are used in over 120 countries and include some of the most widely recognized brand names.

As its production and distribution pace began to explode between 2000-05, the company recognized that its paper and manual processes were not scalable and it had to achieve a greater level of operational efficiency. This translated into a desire to improve tracking, visibility and control of its complaints process to avoid adding staff as the company was growing and the potential for customer complaints increased. Additionally, with the establishment of new and more rigid requirements for submissions to the FDA and international equivalents, it wanted to quickly implement electronic processes to meet mandates to go electronic, thus reducing or eliminating the potential mishaps of missed regulatory reporting.

After reviewing more than a dozen electronic systems, this company selected and implemented Pilgrim Software's out-of-the-box, closed-loop Adverse Event & Complaint Management solution, enabling the company to achieve greater efficiency to implement efficient resolutions to customer issues, reduce associated in-house costs, and meet upcoming regulatory demands associated with electronic regulatory reporting, both domestically and internationally. Furthermore, the Pilgrim solutions and approach were also most cost effective compared to other solutions in the marketplace.