System Implementation for Global Medical Information Call Center

The Challenge

A global medical information call center supporting over 50 pharmaceutical clients needed a validated system to manage product inquiries, complaints, and adverse events. Existing systems lacked integration and scalability, resulting in inefficiencies, user frustration, and compliance risk. The team also faced significant challenges in migrating legacy data without disrupting operations.

The Systematic Approach

Driftpin led a structured, multi-phase project including planning, system configuration, validation, training, and risk mitigation. Our methodology emphasized regulatory traceability, user-centered implementation, and a phased rollout to ensure user adoption and minimal disruption. We aligned the solution with GxP standards while embedding a sustainable validation and change control process for future updates.

Key Activities

• Designed and executed validation aligned with GAMP and GxP requirements
• Migrated legacy data and integrated the system with CRM and telephony platforms
• Developed training and adoption programs to ensure smooth transition

The Transformation

The client transitioned from fragmented workflows to a fully integrated, validated system supporting faster, more reliable medical information responses. End users adopted the new system confidently, while leadership gained better visibility through KPIs and executive dashboards.

Measurable Outcomes

• Operational efficiency: 25% improvement in call response time and MedInfo throughput
• Compliance: Fully validated system meeting GxP standards with documented traceability
• User experience: Increased staff satisfaction and faster onboarding through targeted training

Strategic Impact

The system now serves as the client’s platform of record, enabling consistent service delivery across global teams and ensuring readiness for audits, new client onboarding, and regulatory changes.