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AI Chatbot Streamlines Priority Flows for Time Sensitive Queries

AI driven chatbot performs realtime review and prioritization of questions related to Clinical Trial regulatory compliance.

Our Client

Our Client is the Regulatory Management and Compliance department for a FORTUNE 500 company that spans multiple geographical locations, and divisions.

The Challenge

The Regulatory Management & Compliance (RM&C) team helps ensure all aspects of a Clinical Trial complies to the correct regulations. This means that the team is responsible for handling all queries that arise from different users covering a multitude of scenarios and events which can be time bound and high priority.

Due to this, the team felt that answering questions pertaining to ambiguity into low priority flows that are frequently run wasn’t the best use of their limited bandwidth. However, the queries still need to be addressed.

The Solution

MResult was brought in to help the client build a solution on a cutting-edge AI Chatbot Platform. This solution can incorporate a general question and answer flow that will address the nuanced questions that arise from Clinical Trials without requiring the aid of a dedicated person.

The bot also incorporates the ability to escalate the issue to a live agent in the event that the business user felt that the answer given by the bot wasn’t the correct one or if the bot didn’t answer adequately.

The platform keeps records of all interactions in the form of log files for auditing purposes.

Outcome

The bot was deployed via a custom integration to the RM&C portal where users could come and query the bot as needed. This saw an almost immediate drop in the number of users needing agent support for the low risk Regulatory and Compliance queries allowing higher risk queries the time and attention of a dedicated person.

The RM&C Team is able to monitor the departments that queried the bot the most often and the stage in which the users required the most help. They use this data to streamline those processes further and improve operations and experiences.

Results

  • Reduced time spent on non-essential queries
  • Increased bandwidth for Time sensitive and High priority queries
  • Data automatically collected for improved User Experience
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Our Offerings

DATA MANAGEMENT

BI & ANALYTICS

AI & AUTOMATION

APPLICATION DEVELOPMENT

About MResult

MResult is a professional service firm that delivers End-to-End Data Management solutions for the world’s most successful businesses. Our services include Data Strategy, Cloud Service, Big Data, and AI and Machine Learning.

Trusted by FORTUNE 500 companies to design and manage solutions that enable critical decision making and optimal operations.  MResult global workforce prides itself on being the industry’s premier partner to cost-effective digital transformation. 

Contact Us

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Locations

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Marianne Cimmino | Vice President of Operations

Marianne leads MResult’s day-to-day operations including Accounting, Billing, and Human Resources. When Marianne joined in 2005, MResult was still in its infancy with only 2 employees. During her tenure, Marianne has aided the company’s rapid expansion of the now nearly 400-employee enterprise MResult has become. With meticulous attention to detail, Marianne has developed the company’s accounting and billing strategies to exceed industry best practice standards and protocol. Her extensive expertise, attention to detail, and dedication to MResult’s vitality has made her an invaluable member of the leadership team.

Marianne has held a variety of management and accounting positions in retail, wholesale, and manufacturing businesses. In addition, she worked in the finance department of a local municipality. Prior to joining MResult, Marianne managed the accounting operations of a medical manufacturing company for 17years.

Marianne’s dedicated spirit extends beyond the office and into the local community. She has held several volunteer positions in nonprofit organizations – Easter Seals, the PTA, Girl Scouts, and her local high school band. When she is not crunching numbers, looking out for each and every MResult employee’s best interest, or volunteering in her community, Marianne commits herself to spending time with her family and friends.

Marianne is a graduate of Merrimack College in North Andover, Massachusetts.

Chris Shafer

Chris oversees Accsurant’s solutions group and is responsible for overall customer experience. He brings over 20 years of experience creating digital products & applications. As the program lead at Vindicet he guided the delivery of their integrated patient tracking system, which became one of the most widely used systems in the post care hospital market. 

Chris is a graduate of the Rhode Island School of Design.

Samantha Coogan | Director of Operations

Samantha brings her creative thinking, strategies, and ideas to advance the company’s values, unique culture, and vision for the future. She has been a key contributor in optimizing practice efficiency and growth potential by way of streamlining company activities and CEO priorities. Additionally, she passionately serves as a brand enthusiast for MResult’s offerings and services to foster and support customer relationships.

Samantha’s experience has been geared towards collaborating skilled people and creative thinkers to capture the essence of an idea and manage projects to ensure that the idea is realized to its fullest potential. Prior to joining MResult, Samantha has been in creative design industries, education, and customer relationship-oriented industries. Having very effective client management and interpersonal skills has afforded her the opportunity to truly understand the design and development process from idea to production. She is passionate about optimizing work place environments that foster a strong sense of community and employee effectiveness while maintaining a good work-life balance. As a skilled verbal and written communicator, Samantha has the ability to understand client needs and colleague goals so as to convey the proper results and achieve their greatest unified potential.

Samantha’s greatest joy is spending time with her family. She volunteers at her children’s school for many fundraising initiatives as well hands-on classroom support. She enjoys traveling to new places and exploring the local attractions with her husband and children.

Samantha attended Parsons School of Design, has a BA in Psychology and Art from The College of New Rochelle, and a Design Certificate from NYSID.

Ravi Padukone, Director of Operations, Australia

Ravi leads the MResult Operations in Australia. He is a strategic thinker with a broad range approach to problem solving and decision making. He aligns seamlessly with MResult’s valued collaborative and innovative strategic thinking model. His drive to consistently aim to exceed business goals and improve clients’ business processes, ensuring that clients gain not only short-term, but also achieve long-term objectives, reinforces the MResult’s “Client Success First” philosophy.

Ravi embraces challenges with the mindset that operational problems are opportunities to save further costs and generate better profits. He has expertise in cross-functional leadership, team building, relationship and value-based selling, business development, operations management, budgets and change management.

Many people will describe Ravi as friendly and outgoing. He enjoys meeting different people, listening to their stories, and learning from their experiences. Ravi thrives when he is around young business entrepreneurs. He enjoys exchanging ideas and understanding their challenges so that he can mentor them to overcome business hurdles and set them up to succeed in their ventures.

Ravi has a Mechanical Engineering degree from BIT, Bangalore and holds an MBA from the University of Newcastle, Australia.

Richard Durishin | Vice President, Business Development

Richard Durishin is Vice President of Business Development for MResult. A life science major, he brings years of experience in multiple aspects of the pharmaceutical, biopharmaceutical, and medical device spaces and spearheads our growth efforts in those areas.

Dick began his career “carrying the bag” as a pharmaceutical representative in inner city Cleveland, OH. After being honored as Sales Rookie of the Year, he steered a course to marketing where he became adept at and well-known for developing and executing successful strategies for new and underperforming products.

Following his career in “big box” pharma, Dick has been involved with several industry start-ups in marketing and business-development capacities. The first such start-up was a breakthrough company in the patient education/prescription adherence space, where as the head of marketing, he was instrumental in helping drive the company from angel funding to over $20 million in revenues.

In addition to his work in the health care space, Dick is passionate about public health. He founded and ran a non-profit to take on childhood obesity through bicycling and developed and produced the U.S. Open Cycling Championships, an internationally-sanctioned race for professional male and female cycling teams that was aired nationally on the NBC Network to benefit the cause.

These days when he’s not working, he’s riding his bicycle, teaching new cyclists, cooking, cavorting with friends, begging his teenaged daughter for some time or having in-depth, ontological conversations with his cat, Cipollini.

Ranjan Bhattacharyya | Vice President

Ranjan is a seasoned industry leader with over 25 years of global experience in IT services. His strengths include business strategy, market entry and expansion, alliance management, and leadership of both sales and delivery functions and works extensively with multi-national clients and partners.

In his present role at MResult, Ranjan leads IT services in the key practice areas of Robotic Process Automation, Advanced Analytics, Enterprise Portfolio Management, and Business Process Management. He works with clients in the Banking, Financial Services, Insurance, Pharmaceutical, and Manufacturing industries on a range of digital transformation initiatives that help cut costs and increase efficiencies.

Prior to working at MResult, Ranjan developed and lead a start-up tech company specializing in providing outsourced product engineering services to software product companies in the USA, Canada, UK, and The Netherlands. In addition, he developed and successfully commercialized in India; packaged software for Maintenance Management, Workshop Management, Spares Inventory Control, and E-Procurement.

Ranjan’s extensive professional experience offers him the opportunity to speak publicly on a variety of subjects. He has delivered lectures at NITIE on Computerized Maintenance Management Software and at the Bombay Chamber of Commerce & Industry on the subject of Governance of E-Procurement Systems. He has also authored a white paper on the subject of Compliance with Title 21 Part 11 of the Code of Federal Regulations that establishes the United States Food and Drug Administration (FDA) regulations on electronic records and electronic signatures (ERES).

Ranjan is an alumnus of the Xavier Institute of Management & Research, where he earned his post-graduate diploma in Business Management after completing his graduation in Science, with a specialization in Physics, from the University of Mumbai.

Ranjan is interested in arts and world history. His favorite haunts include The Smithsonian in Washington D.C., The British Museum in London, and the Jehangir Art Gallery in Mumbai. Ranjan cares deeply about and volunteers for the cause of education of slum children in Mumbai.

Taporat Tyagi | Vice President

When Taporat joined MResult in 2015, he brought with him over 10 years’ experience of Business Process Improvement, New Technology Adoption, B2B Sales Management, and an expertise in Channel Management and Change Management. With his robust and diverse background, Taporat has the capacity to integrate his knowledge in a holistic manner, making him a valuable contributor to MResult’s success.

Taporat effectively delivers multiple projects for MResult while managing a 15-member team. He is currently responsible for talent acquisition where he heads the India HR Team as well as optimizing the operations and financial models for MResult. His tactful approach to performance planning, mentoring, and training has elevated the quality control and best practice standards beyond industry norms. Furthermore, he is responsible for designing the company’s leadership and senior management roles for various verticals at MResult.

Taporat’s awareness for strategic leadership development does not stay in the office. He is an avid fan of Game of Thrones and shares a love of superhero movies with his family. His endearing wit and sense of humor is also evident in his admiration of comics, with an affection for Asterix and Calvin and Hobbes.

Taporat holds an MBA in Marketing and Banking from IBS Hyderabad.

Sachin Patil | Vice President, Go-To-Market Strategy and Solutions

Sachin is responsible for driving business value for MResult clients with a focus on Digital Transformation, Artificial Intelligence, Analytics, and Cloud platforms. He has helped Fortune 500 clients in designing differentiated customer experience at key interaction points by using data and platforms. He has successfully demonstrated increased revenue, higher profitability, and engaged customer behavior by applying his deep understanding of industry standards and technological solutions.

Sachin believes in building a trusted relationship by demonstrating a deeper understanding of client business needs and technology challenges. These experiences have helped Sachin create appropriate value propositions for a demanding market place. He is responsible for driving Go-To-Market strategies, designing MResult solutions, and creating a business value for all engagements.

His previous experience includes leadership roles in business and technology services organizations with a focus on data, processes and platform in the Life Science, Retail/CPG, Financials, and the Food/Beverages industry.

Sachin values the importance of childhood and youth education. His passion for education is most evident through his volunteer work with Big Brother and Big Sister organization where he mentors high school students.

Sachin is an avid tennis fan. His focus and drive can be seen most weekends on the court. When he’s not in a match, he shares his love of cooking with family and friends.

Sachin holds a Bachelor of Chemical Engineering from The Institute of Chemical Technology (ICT – Formerly UDCT) Mumbai, postgraduate degree in Biochemical Engineering from The Indian Institute of Technology Mumbai, and a Master of Business Administration (MBA) in Finance from the University of Delaware.

Atashi Bhattacherjee | Vice President, Analytics & Business Process Solutions

Atashi leads the Business Process and Analytics capabilities at MResult. She joined MResult with almost a decade worth of Banking, Specialized Research and Analytics experience. During her tenure at MResult, she has been responsible for managing projects for large enterprise clients by utilizing her analytics expertise to solve critical business hindrances. Her solutions have afforded said Fortune 500 companies the ability to streamline their business processes and enable data-driven decision making.

Her broad and deep understanding of business processes allows her the ability to work across varied business domains. She has proven to efficiently manage large teams in which she has leveraged across different outsourced delivery models, thus providing her clients with the best value for exceptional results. Her dedicated approach to building trusted client relationships is evident by her 100% customer retention rate which has only grown while at MResult. She consistently delivers lifetime value for her clients with integrated continuous service improvement.

Her commitment does not end with the client. MResult values her strength and demonstrated ability to develop a practice area from the bottom up that has ensured the constant aptitude to build within the organization and capacity to scale up as necessary.

When Atashi is not strategically analyzing her client’s needs and solutions, she spends her time reading and taking road trips with family and friends.

Atashi has an economics degree from Jadavpur University and holds an MBA with dual specialization in Banking and Finance from IBS Hyderabad.

Mathi Venkatachalam | Vice President of the Decision Science Practices

Since MResult’s inception in 2004, Mathi has been the backbone that drives the offshore delivery for Data Warehousing and Business Intelligence for MResult customers. As MResult’s first employee, Mathi designed and developed MResult’s Decision Science department from the ground up. Mathi leads a team over 85 technicians and developers with unparalleled experience, industry leading best practices, and world-class solution design & delivery capabilities. As a result, MResult’s clients quickly realize the value of their investment.

Prior to joining MResult, Mathi was a Senior DW/BI Consultant at a top-ranking Fortune 500 Pharmaceutical company. During his tenure there, he developed and delivered solutions for shared technology, platform engineering, and support services.

Mathi’s career spans over 20 years. He has held multiple positions at global IT solutions companies working in both business and technical capacities across various industries including Manufacturing, Technology Services, Life Sciences, and Healthcare. He has a broad and deep understanding of business IT ranging from large-scale Data Warehousing and Business Intelligence implementation to Programming, Application Development, Automation and Analytics Solution Delivery.

Mathi’s activity doesn’t slow down on the weekends. He is an avid tennis player and an accomplished long-distance runner.

Mathi holds a Master’s in Engineering from Anna University in Chennai India.

Sanjay Sahoo | Vice President of Solutions and Delivery

Sanjay joined MResult with over 25 years of experience in M&A, strategy development, governance, leadership, delivery of business-enabling innovative digital solutions for global organizations, and enabling strategic sourcing engagements from concept to realization.

Sanjay’s focus over the last 10 years has been to support clients in Healthcare and Utilities industries. He collaborates with C-suite stakeholders by providing oversight, direction, and execution of capital investment in digital solutions to achieve business objectives. He leads global teams to ensure operational excellence and business continuity through cost-effective solutions. During his tenure at MResult, Sanjay has been an influential contributor in leading large-scale system integrations & business transformations; mergers, acquisitions and restructuring programs; large/multi-portfolio program office setup & management; strategic sourcing engagements from concept to realization. Sanjay’s professional expertise have been highlighted by his many speaking engagements at industry-related conferences.

Sanjay loves to read and travel around the world on vacation with his family. He enjoys gourmet meals and experimenting with new culinary techniques.

Sanjay holds a Master’s degree in Computer Applications from the National Institute of Technology (NIT), India.

Yann Beaullan-Thong | Executive Vice President, Business Development

Yann joined MResult in 2018 with 20 years’ experience in developing new products, business plans, and strategy. He creates technology based strategic partnerships across many spaces. Yann drives MResult’s business development team across a broad spectrum of functions within the healthcare industry including several Business Intelligence technology companies, a large managed care company, and various types of providers. In all these settings, he has been responsible for developing strategies and business models to create new revenue streams. His diverse experience has provided him a unique perspective of the healthcare system and an inimitable approach to business development.

Yann’s career is complete with many notable accomplishments, some highlights include lowering MRI and CAT claims. With thorough analysis, Yann’s team was able to save the company approximately 20 million dollars. He also created a revenue model for the providers market. Yann developed a solution for hospitals to identify their underpaid “specialty drug claims.” One of the hospitals identified 5 million dollars in underpaid claims for the oncology department alone. In recent years, he has been able to successfully balance dedication to mission, the need for bold initiatives, and the application of sound business management.

Yann’s extensive experience in the healthcare industry gives him the unparalleled ability to foster partnerships and develop bespoke solutions, providing our customers with comprehensive services.

Yann holds a BA in International Corporate Finance from City University of New York, Baruch College, Zicklin School of Business; a BA in International Marketing from Institut Universitaire de Technologie, Paris; and an MS in International Logistics from the Superior School of Transportation, Paris. Additionally, he attended medical school at La Salle Petriere Paris VI.

Sekhar Naik | Founder, CEO, President

Sekhar founded MResult in 2004 with a vision to provide valuable business solutions to help organizations preform at their highest capacity. A technology entrepreneur at heart, Sekhar has been involved in all aspects of Enterprise Analytics and Decision Sciences for over 20 years. He has founded several companies in the Business Intelligence sector, Talent and Hiring space, and Health Care management. He is passionate about helping organizations leverage data to optimize decision-making and build efficiencies through data and information, thus coining the phrase “Manage Information to Maximize Business Results.”

Sekhar built MResult from the ground up, starting with 3 employees and one common goal. His unique leadership has given rise to a global enterprise that houses nearly 400 hundred employees across five US states and three nations. He believes strongly in the employees that support his vison by empowering them to perform at their best to achieve personal success and professional advancement. Sekhar generously shares his wealth of experiential knowledge with his leadership team as well as supporting staff on a daily basis.

Sekhar has an MBA in Finance and Information Technology from the University of Delaware.

Mohan Naik | President MResult India

Mohan has led MResult India for over a decade. He has been instrumental in developing the MResult Operations from the ground up. Since the onset of his leadership, MResult India has grown from just a handful of employees to a dedicated workforce of nearly 400 people. Mohan has crafted a highly skilled team of experts that are capable of global delivery and execution.

Mohan’s leadership experience spans over 20 years, making him highly skilled in all areas involving Financial Management, Business Operations, Human Resources, and Professional Development. Prior to joining MResult’s Leadership Team, Mohan headed an advertising and publishing Firm.

Mohan is a graduate of S.V. University and alumnus of IIM Bangalore