The Company

The Clinigen Group, is a UK-based, global speciality pharmaceutical and services provider formed by the merger in 2010 of Keats Healthcare, Clinigen Pharma and Clinigen Healthcare. The Group is the preferred partner for pharmaceutical and biotechnology companies, seeking to maximise product and commercial opportunities within Europe and around the world.

The Group’s target therapeutic areas include, but are not restricted to antivirals, infectious disease, oncology, pain management, orphan disease and critical care products.

The Challenge

Clinigen works closely with all the relevant regulatory bodies, including the MHRA, the Department of Health and the Association of British Pharmaceutical Industries to provide quality-assured distribution management of specialist and unlicensed medicinal products.

Why was Retell Chosen?

As staff training is key to the Group’s excellent customer service offering Clinigen recently appointed Retell to install the unique new call recording system, the Sense Call Analyser. As it supports all leading telephone systems and with its 120 channel capacity the Sense Call Analyser was the obvious product of choice. The system has since provided trainers and staff with the opportunity to listen to and analyse the response made to calls in a number of different situations to improve call handling in the future.

The Solution

The Sense system not only records all inbound and outbound calls to the customer’s own server but also includes a call management interface. The system’s additional features have also helped the company to analyse calls with a daily email report that includes the number of calls taken, call duration, internal extension and external number information and advanced search features to name but a few.