2010中国最佳呼叫中心：礼来苏州制药有限公司客服中心

||2010-10-27

2010中国最佳呼叫中心：礼来苏州制药有限公司客服中心

Lilly Suzhou Pharmaceutical Co., Ltd.

所处行业   医药  
人员数量   18 
所在城市   上海 
座席数量    15 
建立时间    2009-04 
客服号码   8008205078   4008205078
网址      www.lillychina.com

获奖介绍：礼来糖尿病客户服务热线成立于2009年4月，在过去的一年半中，该服务热线已经为近50万的礼来糖尿病患者提供了无微不至的寻医问药及定期关爱服务，月呼叫量近4万通。
 
随着现代人生活方式的改变，从2000年到今年2010的十年间，中国内地糖尿病患病率翻了近两倍，患者已超过9,400万。从礼来所服务的患者中就可见一斑。患者逐渐年轻化，高知化。对客服的需求也越来越高标准，越来越迫切。为更好地服务于市场，服务于客户，礼来在同行业中率先建立起了客户互动中心，提供了7天*14小时的客户服务热线。热线服务时间覆盖了患者几乎所有有咨询需求的时间段。从早上起床后的第一针胰岛素的使用开始，到晚上患者入睡前药物的使用，只要有任何使用上的困难或问题，我们的热线就在他们身边……

自热线开通以来，礼来糖尿病客户服务热线结合自身优势，在提供普通座席在线解答外，更是聘请业内资深专家提供热线坐诊服务，降低患者咨询专家的门槛，拉进了患者与专家之间的距离。与此同时，热线还通过客户细分，针对高端消费用户更是提供私人专属服务，面对面的上门服务，定期患教等服务。

通过礼来糖尿病客户服务热线的不断努力，礼来糖尿病患者的满意度日渐提升，客户体验越来越好，客户保持率的在一年的时间内提升了10个百分点，也进一步拉动了经济效益的改善。

Brief introduction of the Winning Units:Lilly diabetes patients’ hotline was established in April, 2009. In the past 1 year and a half, the hotline has been delivering patient inquiry and regular customer care call service to more than 500,000 users. The monthly call volume exceeds 40,000 phone calls.

With the changed modern life style, the prevalence ratio of diabetes patients almost doubled in the past 10 years from 2000 to 2010. The patient number exceeds 94 million in China. The patients are younger and more knowledgeable. They require a higher standard of customer service. Lilly was the first one to establish the customer interaction center to provide 14 hours by 7 days customer service. The custom service is available whenever needed, from the first insulin usage in the morning to the medical advice before the patients go to bed.

Since the launch of the call center, Lilly diabetes hotline not only providing differentiated service to their consumers, but also invited experienced specialist to provide hotline service so the patience can easily reach the specialist and get the help. In the meantime, this hotline also provides the high end customers with personal care service like onsite service and regularly user coach.

With the consistent hard work of the hotline, Lilly’s patients’ experience and satisfaction has been consistently high. The service helped to improve the customer retention rate for 10% in the past year and lead to a better finance result to Lilly.

责编：tianwf

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