Useful Advices - Business

An efficient customer support system plays backbone to the successful functioning of any business. This go

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

es for the small-scale unit as well as the large multinational bank, insurance company, or mail order firm

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

with a large customer base numbering in the thousands or millions. Customer support means that your enqui

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

ries are attended to immediately no matter from which time zone you dial your enquiry.

Call centers are e

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

uipped with automatic answering machines, which are already fed with the expected data relevant to your en

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

quiries. The machines act as virtual assistants or receptionists that answer preliminary enquiries. If you

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

r enquiry requires a more detailed or specific answer, the machines take your messages and store them for

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

nswers by the office representatives.

For example, if you need to know your account balance, you just sub

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

mit your identification information and the answering machine instantly calls out your balance and thanks

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

you for making the enquiry. If you want a detailed answer, these machines are aided by operators to furth

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

r monitor and route the calls to the concerned specialist with telephones or headsets hooked to the comput

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

er interface as also to a large telecom switch and one or more supervisor stations. The call may also be l

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

inked to a corporate data network.

Voice and data pathways into call centers are increasingly being linke

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

d through a set of new technologies. The telephone operation is becoming so efficiently integrated with th

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

data fed into the computer, that the enquiries of many customers are answered without any interruption. B

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

esides dialing up your enquiries, you can also use Internet messaging or chatting services or send emails

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

to the call offices. If your enquiries are not answered to your satisfaction immediately, detailed informa

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

ion is provided to you by emails.

The staff of a call center is usually organized in tiers. Each level of

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

tier operator is more skilled and better equipped to service the customer enquires than the previous leve

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

l. If the lower tier operator cannot handle the calls adequately, it is referred to the higher up operator

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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68% of customers who stopped doing business with a company did so for one reason: they felt like that company didn’t care about them. If you show your customers that you care, your company will shine. You might even attract some of your competitors’ customers! It’s really not hard to show customers that you care, but it takes consistent commitment. Here are five ideas that will get you started building a customer-focused business.

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