Fax is a legacy product which is becoming less and less relevant in today's connected world. However, it still has a vital role to play in many critical business operations, especially where 3G or ADSL connectivity is unreliable or non-existent. When Boehringer Ingelheim's operatives need access to clinical documents and paperwork in the field, they order them via their private Crosby Fax "Fax on Demand" IVR which automatically faxes the requested paperwork to a nearby fax machine of their choice.

www.boehringer-ingelheim.co.uk

On-the-go access to an entire centralised library of paperwork and documents – reaching even where the Internet can’t

Boehringer Ingelheim is one of the world’s leading pharmaceutical companies specialising in research, development and manufacture of new products and services for human and veterinary medicine. For a company like Boehringer Ingelheim that serves both the healthcare and veterinary industries, their products are frequently required in locations where an internet connection isn’t immediately available – making it difficult for doctors and vets alike to get the correct information about one of the company’s drugs and any necessary dosage. If this information is unavailable, then it might lead to incorrect application of the drug and result in serious illness or even death.

In these events, fax becomes the main way to transmit detailed information to the medical professional – however, sending this information manually on a sporadic nature can be a costly exercise for the company, particularly if an urgent request comes in outside of office hours.

An Automatic Fax API for the 21st Century

Crosby Fax was approached to offer a way to automate this function, so that resources could be saved but information could still be sent promptly. We advised them about our ‘Fax on Demand’ service; by calling one of the applicable phone numbers from any phone, a doctor/veterinarian can request a document to be sent to a fax number of their choice. Once the call is completed, the relevant document is faxed automatically, at any time of the day or night.

The flexibility of the network means that the company has been able to amend and add any additional documents and other features to the phone line – including automated document sorting, unlimited menu levels and multilingual corporate brand prompts.

With this service, Boehringer Ingelheim has been able to continue offering the constant, high-standard of service that is expected of them, and allows them to continue their focus on innovative R&D projects to help even more people around the world.

“Crosby Fax’s platform means that we can offer quick support to those in rural areas at any time – a luxury in those areas with no mobile signal or fixed line internet.”

Mark Harmer
Project Co-ordinator, Animal Health
Boehringer Ingelheim

Customer focus: Fax on Demand

  • Customer has created their own private store of documents and paperwork in PDF format, each assigned its own separate telephone number
  • Veterinary and medical professionals in the field no longer have to carry around large quantities of paperwork, instead they simply request the required document(s) to be faxed to their current location, saving paper and reducing costs
  • Documents and paperwork can now be accessed anywhere where there is a landline telephone, meaning they can now operate in locations where there is little or no Internet connectivity or mobile data available.

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