CloudHesive and AWS transformed its Contact Center into a modern, omnichannel, and in-house operation.
Key Results
- 98% improvement in effective call handling rate
- 60% increase in inbound calls
- 27% drastic reduction in churn rate
Project Description
Grünenthal Chile, a subsidiary of the German pharmaceutical company Grünenthal, faced the challenge of improving its customer service, which was previously outsourced and lacked traceability. With the support of AWS Partner CloudHesive and AWS, the company transformed its Contact Center into a modern, omnichannel, and in-house operation. This transformation not only optimized resources but also enabled the company to offer patients and healthcare professionals a more agile, secure, and reliable experience.
About Grünenthal Chile
Grünenthal Chile is part of the Grünenthal Group, a German pharmaceutical company with a global presence. With more than 60 years of operations in the country, the Chilean subsidiary stands out for its commitment to innovation, quality, and improving patients’ lives, while operating under strict ethical and regulatory standards.
Challenge | A Necessary Change in the Customer Experience
In an increasingly competitive and regulated market such as pharmaceuticals, providing high-quality customer and patient service is not just a differentiator—it is an essential commitment to safety, trust, and brand reputation.
Grünenthal Chile operated its Contact Center through an external provider, which limited visibility into service quality, resource use, and the customer/patient experience. The company only received monthly reports with general metrics, without daily tracking or satisfaction indicators.
Ultimately, the starting point was the need for a more efficient solution that could provide real-time data, enable user categorization, improve case traceability, and reduce churn.
Solution | Next-Generation Cloud-Based Contact Center
Faced with operational challenges and the need to provide more efficient service aligned with Grünenthal’s global standards, the company chose AWS Partner CloudHesive to support the design of a new cloud-based IVR (Interactive Voice Response) system. The solution was built on Amazon Connect and operated through ConnectPath.
The implemented solution enabled in-house operation of the Contact Center, now controlled and managed directly by Grünenthal Chile’s team.
Benefits | Greater Patient Care Satisfaction
The benefits were significant. The company achieved a 60% increase in inbound calls, a 98% effective handling rate, and a drastic reduction in churn, which dropped from 37% to 10% monthly.
With ConnectPath’s functionalities, Grünenthal Chile can now categorize users, perform sentiment analysis, and generate daily reports. Additionally, it can directly escalate cases to pharmacovigilance or the Chilean Public Health Institute (ISP) in compliance with regulatory standards.
Omnichannel capabilities were also strengthened, adding a Contact Center channel to the existing email system, expanding reach, and improving the patient experience.
Finally, access to real-time data enables more informed decision-making, resource optimization, and a more efficient adjustment of the product portfolio.
| “CloudHesive and AWS have become our key allies on this path to digital excellence in healthcare.” — Benjamín Aaron Urrutia Pastén |
About AWS Partner CloudHesive
CloudHesive is a cloud solutions consulting and managed services provider focused on generative AI, security, reliability, availability, and scalability. CloudHesive’s offering includes enterprise solutions and managed services that integrate AWS, Amazon Connect, and Amazon WorkSpaces, among others, with a broad portfolio of aligned technology partners, including its own cutting-edge software-as-a-service (SaaS) platform, ConnectPath.