PAN Pharmaceuticals

In 2003, Pan Pharmaceuticals (PP) was forced by the Therapeutic Goods Association to recall 1600 natural health products and vitamins in one of the world’s largest ever recalls of its kind.

With up to 20,000 calls per hour neither PP nor TGA could handle the load so Informatel was commissioned by Professional Public Relations who were acting for PP to fix the problem. Within 24 hours Informatel had routed calls to an IVR program and phonelines went from being constantly engaged to effectively communicating with the many thousands of callers.

“PAN was trying to utilise a call centre organised by TGA but it couldn’t could cope with the tens of thousands of calls,” explains Richard Lazar, Managing Director, Professional Public Relations. “I was impressed with the proactive approach of Informatel and its ability to readily respond to our substantial demands with professionalism and flexibility, and I have no hesitation recommending them.”