Customer Story: Pharmaceutical Company Enhancing Global Customer Support with Reliable Communication Solutions

The Challenge

A leading multinational pharmaceutical company needed to provide reliable phone support to their customers across the globe. With a significant presence in Latin America, they operated multiple regional support centers to assist customers with inquiries, product support, and service-related issues. However, ensuring seamless and cost-free communication for their customers posed a substantial challenge.

Previously, the company relied on local telecom providers to acquire toll-free numbers for different countries. This approach had several limitations:

1. Limited Availability – In certain regions, acquiring toll-free numbers was difficult due to regulatory and infrastructure constraints. This limited the company's ability to expand its customer support reach.
2. Service Disruptions – The local providers often experienced outages, which led to long downtimes. Service issues sometimes took days or even weeks to resolve, affecting customer satisfaction.
3. Lack of Scalability – Adjusting their communication system—whether adding new numbers, changing forwarding settings, or expanding to new regions—was cumbersome and slow.

Given these issues, the company sought a robust international toll-free service provider that could offer reliable connectivity, responsive customer support, and a scalable solution to meet their growing needs.

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Solutions

Since 2011, the company has partnered with a global telecommunications provider, aitelephone, to secure international toll-free numbers for various Latin American and Caribbean markets. This collaboration has significantly improved their ability to provide seamless customer support.

The implemented solution includes:

1. Extensive Global Reach – The telecom provider's partnerships with local operators enable the company to acquire toll-free numbers from over 160 countries. This expanded coverage ensures customers can easily contact support centers without incurring charges.
2. Call Forwarding Flexibility – Calls from customers in Latin America and the Caribbean are seamlessly routed to regional service centers in Alaska, Texas, and Mexico. Based on the caller’s input, the system directs calls to the appropriate Spanish- or English-speaking agents, improving efficiency and service quality.
3. Scalability and Control – The Company can quickly add, modify, or remove numbers through a user-friendly control panel. This flexibility allows them to scale their operations based on demand, ensuring optimal resource utilization.
4. Rapid Issue Resolution – The telecom provider offers 24/7 customer support, ensuring that any service-related issues are addressed promptly. This minimizes downtime and ensures continuity in customer communication.

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Results

By leveraging a reliable international toll-free service, the Company has successfully enhanced its customer support operations in Latin America and the Caribbean. The key benefits realized include:

1. Improved Customer Accessibility – Customers can now reach support centers effortlessly without worrying about call charges. This has led to an increase in support interactions and improved customer satisfaction.
2. Enhanced Service Reliability – With a dependable telecom provider, the company experiences minimal service disruptions. Any issues that arise are resolved swiftly, ensuring uninterrupted support for customers.
3. Operational Efficiency – The ability to manage and scale communication infrastructure efficiently allows the company to adapt to evolving business needs. Whether expanding into new regions or adjusting call routing, the process is streamlined and hassle-free.
4. Stronger Customer Engagement – With seamless and cost-free communication, customers feel more confident reaching out for assistance, fostering stronger relationships and brand loyalty.

The transition to a robust international toll-free service has enabled the company to provide exceptional customer support, reinforcing its commitment to accessibility, reliability, and customer satisfaction.

By adopting a scalable and responsive communication solution, they continue to strengthen their global presence and improve service quality across their key markets.