Industry: Healthcare & Pharmaceutical
Solution Partner: Netster Consulting Asia
Implementation Site: Malaysia, Singapore
“Adopting Claritas™ helpdesk solution has enabled us to customer service and principal service efficiently.” Maggie Tan, Customer Service Manager.
Zuellig Pharma is a leading pharmaceutical distribution specialist in the Asia region, serving 15 countries throughout 6 decades. Being an inter-regional distributor, one of the main challenges will be keeping track and handling over hundreds of feedbacks from every region and resolving them efficiently.
To overcome this challenge, Zuellig Pharma Malaysia (ZP) sees the need to have a system to assist in handling customer and principal feedbacks / complaints. ZP adopted the Claritas™ Helpdesk solution and within months of implementation, improvement is seen in service turnaround time on customer and principal support. Feedbacks are recorded and stored in a database as individual docket files. Each file is assigned to appropriate stakeholders to deal with. Issues that could be resolved are escalated, allowing supervisor to reassign to another departments. The helpdesk solution gives all users a clear dashboard view on all cases especially on outstanding cases, which is crucial in ensuring all aging cases are resolved within the defined service level agreement.
Claritas™ enables ZP handles hundreds of inbound feedbacks daily without any hassles. Zuellig Pharma is also adopting our helpdesk solution in its Singapore operation since the successful deployment in Malaysia. Retaining customers, forming and maintaining long-term customer relationship is the most important factor when comes to implementing a CRM solutions, and this case study proves that Claritas™ lived up to its expectation in helping client to increase helpdesk support efficiency.
Find out how Claritas can add value to your business. Contact us and join our community of happy customers.