Real Impact. Real Results.
BPOC Boosts Revenue, Accuracy & Customer Satisfaction for an Online Pharma Business
Enhanced trust & online reputation
Higher efficiency & faster processing
Quicker responses, less frustration
Increased loyalty & referrals
An online pharma business faced order errors, slow verification, and low CSAT (60), with long wait times, unclear approvals, and CRM inefficiencies frustrating customers.
► People:
Hired pharma-trained agents, reducing order errors
► Process:
Introduced dedicated order resolution team & automated notifications
► Technology:
Integrated real-time CRM APIs, reducing call handling time
► CSAT up; AHT down:Order errors fall
► Repeat customers up:Order rejections down
► Stronger brand trust:Improved operational efficiency
► CSAT:
+33% (60 → 80)
► AHT:
-15%
► Call Abandonment:
Under 5%
► Order Processing Time:
-50%
► Repeat Customers:
+35%
► NPS:
Positive, aligning with industry benchmark (50+)
Offices
Corporate Office:
FPAI Building, 2nd Floor, Plot #10, Sector 4, R.K. Puram
New Delhi, Delhi 110022
Registered Office:
Plot No. 26, Forest Park, Bhubaneswar, Odisha - 751009
Other Locations
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Asansol
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Bengaluru
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Bhubaneswar
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Mohali
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Guwahati
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Hyderabad
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Noida
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Pune
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Thane
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