Case Study

Raising the Bar on Performance, Trust: Evolving HGS Partnership with a Fortune 200 Consumer Goods Company

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CPG
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Elite partnerships are about collaborating to focus on creative solutions, with trust and communication to evolve these solutions over time. And this level of innovation has been at the core of HGS’s service expansion and performance excellence for a Fortune 200 healthcare and personal products company.

In 2005, this company enlisted HGS to handle all consumer services, including inbound calls as well as emails and assists with social media customer care. As the market matured and competition increased, the client decided to build on the successful relationship with a services expansion. In 2012, HGS formed an inbound/outbound Oral Pharmaceuticals team, which is a part of the business that works with the field sales reps and the dental offices to place and renew product orders. In addition to calls requesting information, coupons, and other consumer support, our agents handle FDA-related product complaints and adverse-reaction reporting. These aspects of the program require the specialized expertise of two licensed practicing nurses, and one registered nurse.