Enablx helps manufacturers build relationships with their customers by providing a single point of contact for technical support, product information, registration and warranty requests, feedback, and more.
Product / Literature Fulfillment
Consumers may request information about your company and products by selecting from a menu of items. All information captured will be processed through the Enablx CTM server and sent to our on-site warehouse for fulfillment.
Product Recalls
Enablx can help you manage the delicate and often massive task of notifying your customers regarding product recalls, including automated email and telephone calls. Enablx can additionally provide live agents to concerned consumers by answering questions and giving direction.
Product Registration
Enablx offers efficient processing of product registrations by providing customers multiple methods of response, including automated IVR and web applications, or data entry of business reply cards. Registration data is valuable in learning more about your customer base, and may be used in future marketing efforts.
Subscription Renewal
Customers choosing to renew subscriptions may do so through an automated renewal process. This process collects identifying customer, subscription, and payment information to complete the transaction.
Forms Processing / Data Entry
Forms such as applications, provider directories and reimbursement forms can be ordered through this system and fulfilled from the identifying information supplied by the caller.
Frequently Asked Questions (FAQ)
Customers can select from a product list or enter a model number to obtain answers to questions about product operation.
Warranty / Claim Status
Customers who have product or warranty questions can get answers in several ways. Many customers prefer calling into a live product specialist. This service is typically provided during the day, with more automated support in the evening and on weekends, through telephone or web.
Surveys / Polling
Customer feedback on new products is very important to pharmaceutical companies. Consumers participate in detailed surveys in order to assist with market research.
Technical Support
For specific product questions, customers want to speak to someone directly. Customers can input their serial or registration numbers while waiting to be routed to the next available technician. As part of technical support, callers can be prompted to order the appropriate product information, technical updates, diagrams, or answers to frequently asked questions with fax-on-demand systems that can send them the information automatically. This can streamline the load on the support staff and provide some troubleshooting help on weekends and off-hours.
Return Merchandise Authorization (RMA)
Merchants who wish to return merchandise to a vendor need approval from the vendor or manufacturer to do so. Once the merchant has notified the vendor/manufacturer, the authorized return requests are grouped and sent via a file to the CTM server for automated fax (or email) processing to the appropriate merchants. The merchants then follow the instructions on their individual faxes and return the merchandise to the vendor.
