- The Story
Industry:Â Pharmaceutical Commercial Operations
A leading pharmaceutical company struggled with inconsistent HCP engagement and lengthy response times to medical inquiries. Traditional sales approaches were no longer adequate, with representatives spending excessive time researching responses to complex clinical questions.
Solution: Implementation of Aeterna’s Rep Assist platform, featuring AI-powered instant responses and real-time field insights.
Results:
63% reduction in call resolution time (from 120 to 45 seconds average)
90% first-call resolution rate (improved from 65%)
60+ point increase in Net Promoter Score
Enhanced HCP satisfaction and engagement efficiency across all territories
“The AI-powered assistant has transformed how our reps engage with healthcare professionals. They're more confident, more accurate, and HCPs appreciate the immediate, relevant responses. “
* We take our clients’ confidentiality seriously. While we’ve omitted their names, the results are real.
