The Truverus platform provides clarity for IBM as they develop action plans to bring Pfizer’s customer satisfaction to new heights

Company Profile

Pfizer, the world’s largest research-based pharmaceutical company, applies science and their global resources to bring therapies to people that extend and significantly improve their lives. They strive to set the standard for quality, safety and value in the discovery, development and manufacture of health care products. Their global portfolio includes medicines and vaccines as well as many of the world’s best- known consumer health care products. Every day, Pfizer employees work across developed and emerging markets to advance wellness, prevention, treatments and cures that challenge the most feared diseases of our time.

Business Situation

IBM, a Truverus partner, was working with Pfizer to increase their level of customer satisfaction. Pfizer was looking to improve their customer satisfaction levels from 66% to a target goal of 75% in all areas.

IBM knew that without the right technology this would be a difficult feat, however, with Truverus, they would be able to identify the problem areas, get detailed analytics and develop action plans to drive initiatives and achieve breakthroughs that would bring customer satisfaction levels to new heights.

Creating Lasting Change

Using Truverus to collect information and drive out detailed reports IBM was now able to review all problem areas individually and in great detail. Because of Truverus’s ability to drive actionable business intelligence that points out problems, opportunities and risks, IBM was armed with the right information to develop action plans to address those problem areas within Pfizer that needed improvement.

The action plans developed were executed by IBM as they were the consultancy responsible for driving the initiatives that would close the gaps negatively impacting customer satisfaction with Pfizer.

After two quarters, IBM was able to bring customer satisfaction to new heights and achieved performance ratings that exceeded expectations.

“Working with Truverus, it was evident very early on that the strength of Truverus was in its ability to drive actionable business intelligence that pointed out problems, risks, strengths and opportunities. The fact that we could use your product to drive action plans that would improve our client’s business is outstanding. We first identified a customer satisfaction rate of 66% and after getting the right information we were able to confidently develop actions plans and drive targeted programs to boost Pfizer’s customer satisfaction to reach heights as high as 88%!”

-Mary Becquet, Global Delivery Project Executive, IBM Global Services