Our white-glove service streamlines call center implementation and product launches

A small biopharmaceutical client needed a call center and assistance with the launch of a rare disease product. They had a limited budget, a two-person Med Affairs team, and only a partial understanding of all the call center elements involved in launching a product in the rare disease space.

Our Call Center Director chose a highly trained team headed by a Team Lead with rare disease call center experience who has launched multiple products. The Implementation Manager provided consulting and guidance as well as oversight over the implementation of the call center functions. The support provided by this team was flexible and efficient, closely monitoring and mirroring the needs of the client organization. The Team Lead acted as an expert on the client’s company and products. Med Communications was ready to onboard medical writers and promotional review support teams when the client was in need of additional services.

Because of our extensive experience with projects such as this one, the call center implementation was completed well before the go-live goal. Med Communications’ white-glove service freed the head of the client’s Med Affairs team to focus on other needed Med Affairs projects while our implementation teams completed necessary, time-consuming call center preparation activities such as drafting standard operating procedures and setting up the medical information database. The biggest impact for the client was having the peace of mind that their call center was being set up and staffed by experts and the reassurance that no detail was missed.

This project is summarized in greater detail in a case study. For more information on how Med Communications can help your company implement a contact center or global launch, contact us: 877-477-0977 or

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