Plusoft, one of the main Brazilian manufacturers of CRM and digital relationship platforms, announces that Boehringer Ingelheim, one of the main pharmaceutical companies in the world, has surpassed the objective of increasing the number of customers using AVI (Intelligent Virtual Assistant) with the use of of your solution. The German company also uses, in addition to the assistant, the Plusoft CRM tools integrated with online chat, dashboard and Workflow. As a result, it integrates its customer contact channels into a single database, performs relationship management and brings intelligence to the business through analytical and managerial reports generated from interactions with consumers.
With the implementation of AVI in September 2016, for example, in addition to ensuring cost savings, the company exceeded its goal of increasing the number of customers seeking virtual service. "The goal was to reach 35% and, surprisingly, we reached 45%, that is, we were able to absorb more than expected and for a much lower value. the system is efficient", says Débora Nery, Manager of Commercial & Operations at Boehringer Ingelheim.
The pharmaceutical service area also started to offer more agility when the customer communicates with the company after the integration of the communication channels with the Plusoft CRM. The number of telephone calls, which previously represented 60% of the total demand, dropped to 30%, while the use of the IVR (Audible Response Unit) increased from 20% to 25% and the contacts made through the website increased from 20% to 35% . "We evaluate the Plusoft CRM as excellent, mainly because it is a software that centralizes all the information from the different channels in which we operate. In addition, whenever we need some customization, we are served quickly by the Plusoft project management group", reports Deborah.
With the Plusoft Workflow, Boehringer Ingelheim is also able to manage the demands generated by customers and automatically charge those responsible for solving the cases, according to pre-established metrics. Analytical CRM, in turn, complements operational CRM, increasing the intelligence of operations through reports and graphs extracted from relationship databases. "It is an intelligence and analysis solution that generates analytical, managerial and statistical views from interactions with the customer, transforming them into strategic actions for the company", comments Solemar Andrade, COO of Plusoft.
The partnership with Boehringer Ingelheim started in the year 2000 when the pharmaceutical company implemented the Plusoft CRM. "Due to a determination by the headquarters in Germany, we had to adhere to a global tool for a few years. However, in 2010, with the total outsourcing of our Customer Service, the benefits that we already knew from the CRM solution, such as technology, agility and information, were decisive in choosing Grupo Plusoft as our partner again", says Débora.
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