Call Center Experiences Higher Call Volumes

Biological Testing Company Gets Its Business Practices Down to a Science

The Challenge

While recognized as a leader in science, however, many of the company’s PhD-educated managers lacked the business experience necessary to improve internal processes and the bottom line. BioReliance’s top executives realized that their business processes needed fine-tuning.

business processes needed fine-tuning

About the Client

BioReliance, a biological testing and production service for pharmaceutical and biopharmaceutical companies, has been an industry leader since 1955 when it supported the development and production of the first polio vaccines. The continue to provide services for high-profile customers worldwide, including the Centers for Disease Control and Prevention.

Results Snapshot

DB&A Delivered

  • Annual cost savings of $3 million—$1 million more than the original projection
  • Shortened front-end cycle time by 16 percent
  • Shortened back-end cycle time by 65 percent
  • Improved equipment utilization by approximately 40 percent
  • Enhanced communication and information sharing among teams and between levels of management
  • Improved employee retention
  • Streamlined reporting for shorter time to billing and revenue

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