Medical device manufacturer TheraSense Inc., Alameda, CA, has chosen call center outsourcer ICT Group to provide customer relationship management services.
ICT Group, Langhorne, PA, will develop a customer support program for TheraSense's FreeStyle product, which is a blood glucose level monitor. The program will include patient customer care.
ICT Group will use 30 representatives to handle the project. They will answer inquires from FreeStyle users and handle new orders. The representatives also will provide troubleshooting for FreeStyle users and will fulfill requests for brochures and literature regarding the product.
ICT Group's Medical Marketing Services unit provides customer support, clinical trial recruitment and disease management and compliance programs for pharmaceutical and medical device clients. The unit also coordinates customer interaction reports in a single database to integrate all information gathered by representatives.