Summary - Business

A call to customer service can be an infuriating ending to a frustrating experience. You’re upset and looking for empathy, but all you encou

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

nter is disappointment. Could Company X have done something differently? Probably, but if you follow these tips when dealing with customer

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

ervice, you’ll be in the driver’s seat for the next dispute.

1. Be prepared.

Seems basic, right? Unless you’ve called Company X several ti

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

mes, you’re probably not familiar with their required information. Have every tracking number, account number, itemized statement, and order

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

number before you call. Customer service representatives are held responsible for torturous call-handling metrics designed by masochistic ma

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

nagement. Length of call, resolution (if the customer calls back to the company within an allocated amount of time), and randomly monitored

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

alls are measured stringently. Bottom line: they want to help you quickly and completely, lest a superior crack a whip.

2. Be nice.

Custom

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

er service representatives speak with upset, irritated, and/or irate people all day. Every day. You may not agree with a credit denial, but

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

screaming “the customer is always right, (expletive)!” will not help. Be pleasant and the rules may be malleable. Be another unpleasant cus

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

tomer and the guidelines will be set in stone.

3. Know when to call, know when to write.

If you need to request a price quote, add/remove a

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

feature, or ask for explanation of a bill, e-mail is the most efficient route for your correspondence. For repair concerns or credit request

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

, call customer service. Repair specialists will need to troubleshoot and get access information should a technician need to be dispatched.

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

Credit requests can be handled via e-mail, however, it is easier to reply with a “credit denied” form letter than to deny credit to a real,

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

ive person.

4. Get on record.

If something is not working properly, call the company immediately. If there is a cable, satellite, or phone

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

outage, Company X will only be able to diagnose and correct the problem if they are notified a problem exists. This also establishes a reco

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

d of communication should you need to request a credit or refund at a later date.

5. Be persistent, but not obnoxious.

Many companies have

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

guidelines for dispensing credit that require denial the first time for any request that is not a previously-reported “out of service” issue

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

r a known billing error. The second time a credit request is made, these guidelines can be relaxed. If you have followed the “be nice” tip

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

above, you may be rewarded with your credit request.

Following these five tips will help you get what you want in the most efficient manner

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

ossible. Stay tuned for the next installment to find out how you can aggravate the customer service experience and actually delay resolution

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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