Leading Supplier of Pharmaceutical CRM Solutions is Only Vendor in Category to be Recognized for Outstanding Customer Support

Cegedim Dendrite today announced that it has achieved the prestigious HDI^® Support Center Certification. HDI is the world's largest membership association for IT service and support professionals, and the premier certification body for the industry. Cegedim Dendrite, a leading provider of Customer Relationship Management (CRM) to the pharmaceutical industry, is the only company within its category to achieve the HDI certification.

HDI’s evaluation is based on a set of activities, each with four levels of maturity, to assess the support center. Cegedim Dendrite successfully underwent a thorough onsite audit of its U.S. Support Center to verify its compliance to the HDI Support Center Certification Standard. “Achieving HDI Support Center Certification is proof of Cegedim Dendrite’s dedication to quality operations, continuous improvement, strategic vision, a positive work environment and high levels of customer service, and we are delighted to award this certification to the Cegedim Dendrite Customer Support Center,” stated Pat Albright, Manager of Support Center Certification and Assessment, HDI.

“What differentiates us from most of our competitors,” explains Mark Fleischer, Cegedim Dendrite Senior Vice President and General Manager of CRM Solutions for North America, “is that we have always focused on Pharma and thoroughly understand the pharmaceutical sales experience. This means they can resolve issues faster, reducing sales rep downtime. We support multiple SFA systems, not just our own, and are proud of our 85% first-call resolution rate.”

Currently, Cegedim Dendrite supports 50,000 pharmaceutical sales representatives in the U.S., 14,000 of them using other SFA systems. They handle 900,000 support calls annually, and document a 98% customer satisfaction rating.

“Cegedim Dendrite clearly exemplifies excellence in all of the core areas on which the HDI Support Center Certification program focuses,” stated Rick Joslin, Executive Director of Training and Certification, HDI.