A global life sciences leader faced rising costs and inefficiencies managing thousands of medical inquiries across countries with inconsistent processes and staffing challenges. Conduent was initially chosen to handle U.S. “stretch-time” inquiries and proved its expertise by integrating omnichannel support, regulatory compliance, and pharmaceutical-trained staff. Over two decades, this partnership expanded into a global program covering more than 100 countries. Conduent standardized processes, consolidated systems into a common CRM, and ensured 24/7 availability through Accu-shoring. The program now manages over 750,000 annual inquiries, achieved a perfect audit score, and delivered more than 25 percent budget savings.

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