Transforming Global Medical Information for Life Sciences Leaders - Fortrea Customer Story
Fortrea: Delivering Critical Medical Information at Global Scale
Fortrea, a leading global contract research organization (CRO), plays a pivotal role in the life sciences industry, managing clinical trials and patient safety services worldwide. Their Medical Information Contact Centre (MICC) is the frontline for critical inquiries from healthcare professionals and patients.
The Challenge: Legacy Systems in a High-Stakes Environment
Managing medical information requires zero margin for error. Fortrea's legacy contact center infrastructure was struggling to keep pace with the complex, multi-lingual, and regulatory-heavy demands of their global operation. Fragmented systems made it difficult to maintain a unified view of patient interactions across regions, potentially impacting response times and compliance reporting.
The Solution: A Unified Global Cloud Platform
Partnering with CloudInteract, Fortrea embarked on a strategic transformation to Amazon Connect. This shift wasn't just about technology; it was about ensuring patient safety through innovation.
- Global Unification: Consolidated multiple regional centers into a single, specialized global hub.
- Compliance First: Implemented secure, validated workflows to meet GxP and various regional health authority regulations.
- 24/7 Availability: Ensured "follow-the-sun" routing capabilities so critical medical queries are always answered by a qualified professional.
"CloudInteract understood the critical nature of our work. The transition to Amazon Connect has given us the agility to scale our MICC operations globally while maintaining the highest standards of compliance."
— Abishek Gupta, IT Business Relationship Manager
The Impact
- 100% Compliance Adherence: Enhanced recording and reporting capabilities.
- Reduced Latency: Faster connection to medical specialists.
- Future-Ready: A platform ready for Generative AI integration to assist agents with complex medical literature retrieval.