A leading pharmaceutical company’s patient assistance program experienced rising call volumes after the pandemic, creating delays and inefficiencies. Conduent implemented cloud-based contact center services, expanding Smart IVR self-service and automated proactive outreach for application status, denials, order tracking, refills, and re-enrollment. Promise Keeper, an automated call-back tool, was introduced to reduce long queues for healthcare providers. These solutions increased self-service capabilities sixfold, cut call volume by 35 percent, improved turnaround on requests, reduced fax reliance, ensured end-to-end traceability, enhanced service levels, and delivered better experiences for both patients and providers.

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