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Global Contact Center Solutions

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Global Contact Center Solutions

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900 535 865

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Case Study

Boosting pharmacy sales through specialized outbound calling in the Healthcare sector.

Client

Healthcare sector company focused on pharmaceutical product commercialization and nationwide pharmacy network expansion.

Challenges

Increase sales and effectively manage a nationwide pharmacy network.

The organization required a Contact Center specialized in pharmacy sales management.

The main challenges were:

  • Managing a growing number of pharmacies.
  • Maximizing commercial conversion through structured outbound calling.
  • Ensuring fast response times and personalized service.
  • Implementing a scalable model without compromising service quality.

Strategic Solutions

Specialized team with automation and continuous training.

A model focused on commercial efficiency was designed:

  • Portfolio-based account manager for direct pharmacy management.
  • Outbound calling service for sales.
  • Continuous product training.
  • Automation of internal processes to improve productivity.
  • Team of over 12 specialist agents.

Results

Efficient and scalable commercial model:

  • 1,500 pharmacies managed per account manager.
  • 9,900 pharmacies managed nationwide.
  • €415,000 in annual sales.

The service enabled the consolidation of a specialized sales structure, results-oriented and with sustained growth capacity.

Pharmacies per account manager
0
Nationwide pharmacies
0
Annual sales
0 €

Impact

The implementation of a Contact Center specialized in commercial outbound calling strengthened the relationship with the pharmacy channel, increased sales, and optimized operational management within the healthcare sector.
"The collaboration with MST has enabled us to significantly improve the management of pharmacy and healthcare professional support. Their team specialized in the pharmaceutical sector and their ability to integrate technology with efficient processes have optimized order management, inquiries, and support, elevating the quality of our service."
Director of Customer Service and Pharmacy Channel

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Other Case Studies

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The highest national and international awards in the Contact Center sector

2025 Platinum Awards

First Prize: Best Contact Center 2025

2025 Platinum Awards

First Prize: Best Customer Experience 2025

2025 ECCCSA Awards

Silver Award: Best Employee Experience 2025

2024 ECCCSA Awards

Bronze Award: Most Effective Strategic Transformation Performance 2024

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Global Contact Center Solutions

Carrer del Comte d’Urgell, 240
08036 Barcelona. Spain

Calle de Orense, 81
28020 Madrid, Spain

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900 535 865

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