Why our company Contact Centers Are Selected

Offers value-added services specializing in the pharmaceutical, medical, medical device and healthcare industries.

EP-PharmaLine's contact center specializes in the pharmaceutical, medical, medical device and healthcare industries. More than 300 customers support us for our value-added services that are possible only because of our industry-specific contact center.

  • Extensive track record with more than 300 companies and 1,080 qualified employees

    Pharmaceutical, medical device, and healthcare companies have a track record of working with more than 300 companies and employ 1,080 qualified professionals, such as pharmacists, nurses, medical representatives, dietitians, veterinarians, and registered sellers. (As of April 2024)

  • 24-hour/365-day service structure

    3-4 shift systems and other shifts are possible, and we provide support to the pharmaceutical, healthcare, and medical device industries that need to respond to tense medical situations, regardless of the time or day of the week.

  • Contact centers can be set up quickly

    We will set up a call center quickly, and the Medical Communicator will respond according to your desired operating hours.

  • Providing high-quality services through independent education, training, and certification examinations

    Providing independent education and training curricula and certification examinations to qualified personnel who have acquired specialized knowledge.

  • Ability to handle complex inquiries, including literature searches

    We have the ability to organize specialized teams. We usually respond to inquiries that are escalation cases by conducting literature searches.

  • Can respond in accordance with GVP

    We also respond to reports when we obtain adverse event and reaction information in accordance with GVP.

  • Multi-channel support according to the inquirer

    In order to continue treatment, the "Medical Communicator" will be in close contact with the patient and provide support for the operation of self-injection, blood glucose meters, asthma inhalers, etc., via phone, email, SMS, social media, chat, or apps.
    In addition, Medical Communicators specializing in medical devices (including large medical devices such as MRI and CT) utilize telephones and digital tools to respond to inquiries from medical professionals, such as doctors and laboratory technicians.

  • Fully equipped with state-of-the-art infrastructure

    We introduced state-of-the-art call center system.
    It meets the business needs of the new normal, including those related to telework. We are also proactively proposing the introduction of AI-powered chatbots and FAQ systems.

  • Full BCP Support

    With offices spread across three locations nationwide (Tokyo, Osaka, and Fukuoka) and in-house power generation facilities, full BCP support enables business continuity even in the unlikely event of a hazard.
    Generator

  • Support for services using SNS (LINE, etc.)

    We support the operation of official SNS accounts used for communication with medical professionals and patients. We provide flexible service proposals and support systems that meet the needs of companies. We offer a one-stop service from account launch to operation.

  • Making the most suitable personnel proposal according to the situation and request.
    (General Medical Communicator)

    We are working hard to develop "General Medical Communicators" who can handle some aspects of Drug Information (DI) even if they are not qualified pharmacists. We can suggest the best use of human resources for your company according to your needs and circumstances.

  • Diverse Human Resource Development at DI Basic Academy ®

    The program, opened in April 2023, focuses on the development of 'General Medical Communicators' through a two-month independent training program that brings together the knowledge we have accumulated so far. This program enables people other than qualified pharmacists to play an active role in DI work.

State-of-the-art call center system

Introduced state-of-the-art PBX system. Not only does it support BCP, but it also supports telework, channels other than voice, voice mining, and other needs of the new normal era.

  • Cloud-compatible PBX※

    Cloud-compatible PBX provides the same response speed, call quality, and handling support whether at home or at the office.

    ※PBX: Private Branch Exchange

  • Link to non-voice channels

    Support for non-voice channels such as chat, SMS, SNS, and email.

  • Using the Data Center

    Utilize the data center to ensure stable operation.

  • Support for voice mining

    Qualitative analysis through voice mining is possible. Discover needs and issues from your response history.

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