Taking a surgical approach: UPS Healthcare is launching dedicated customer care for U.S.-based medical device, pharmaceutical, bioscience and laboratory services customers – getting life-altering medication and supplies to people ASAP.
Experts at your beck and call: Customer care representatives are highly trained to handle complex healthcare logistics, allowing for most cases to be handled quickly start-to-finish.
Here are a few ways this specialized customer care is already making a difference:
- Support staff act on roughly 10,000 phone/email inquiries per month.
- The current average time it takes to reach a live care rep by phone is 17 seconds – well below the industry-standard goal of 40 seconds.
- Representatives respond within four hours to email inquiries without the use of canned responses – 84% faster than the average for traditional support centers.
“Our healthcare supply chain is uniquely complex and requires special solutions and capabilities. Through customer care, we’re able to provide top-tier service that will make a difference in the wellness of our communities,” said UPS Healthcare President Wes Wheeler. “Overall, we remain committed to putting the needs of our customers and their patients first.”
How can we help: Our healthcare partners based in the U.S. can call 1-800-377-4877 or email healthcaresupport@ups.com to get support today.
What’s next: Our customer care service will be rolling out globally in late 2022 and throughout 2023, completing an international model of premium support for healthcare customers.