Call preparation time down 50%, compliance deviations in messaging down 90%

Before every call, a medical rep had to look up product materials, the latest literature, customer history and compliant talking points. Preparation was slow and quality uneven. Compliance spot-checked call content after the fact and found deviations, but could only act after the event.

The company wanted compliance requirements built into call preparation, and more professional calls.

We embedded a call assistant in the reps' mobile CRM, with clear boundaries before, during and after each call.

• Before: a call plan generated from the customer profile and history, recommending approved scientific materials
• During: instant lookup of approved content only; out-of-scope questions prompt a referral to medical affairs
• After: voice notes become a structured call report, automatically checked for non-compliant statements
• Compliance sees an alert list, not the full recordings

The approved materials library is shared with the medical information response library, so messaging stays consistent. Compliance check rules for call reports are maintained by the compliance department, and model output is advisory only; it never replaces human judgment.