We focus on helping our clients to drive
operational efficiency for telesales, supply
chain support and order management.

euro-sell

Culturally aligned engagement with the right customers

  • Telesales & telemarketing of regulated products
  • Align with local regulatory and certification needs
  • Direct channel to European consumer & SMB customers
euro-serve

Building customer trust through direct channels

  • Multilingal service from people who care
  • We design technology that customers like to use
  • End to end ownership of complex processes
euro-speed

When you need to launch new products or access new markets

  • Product launch & testing
  • Highly scalable & flexible solutions
  • Highly responsive

BPO Pharma Services

European markets for pharmaceutical products and medical devices are not as aligned as we would all like them to be, so building and managing the relationships with healthcare professionals and managing supply chains across Europe can be challenging.

Our BPO Pharma services support the full customer journey from order management to product delivery to account invoicing. Our efficient customer service teams are always attentive to the Voice of the Customer (VoC) so as to adapt and deliver a proactive service. Last year for instance, we had to adjust to two VAT changes in Spain, the type of change that can happen with short notice, and for which you need to be ready.

Our BPO Pharma services include:

  • New customer set up
  • DBA management
  • Service issue resolution
  • Complaints management
  • CSat surveys

Our BPO Pharma multi-channel and multi-lingual operations support our clients across Europe, the Middle East and Africa with the sales, distribution and support of their medicines and medical devices.

We focus on helping our clients to drive operational efficiency in the following areas:

  • Telesales – upsell & cross sell, e-detailing
  • Supply chain support – logistics & distribution
  • Order management – back orders, rupture of supply
  • Order To Cash (OTC)
  • Customer service – best in class

This helps them to achieve optimum cost of sales in highly regulated and quality driven markets. We manage multiple functions and have very good toolkits (SAP, CRM, QMS) for handling stakeholder engagement and regulatory compliance.

Our operations focus on all stakeholders and customer groups, including:

  • Internal customers
  • Logistics & supply chain
  • Shared service centers
  • GPs & primary care
  • Healthcare professionals
  • Hospitals & clinics
  • Governmental health agencies
  • Distributor & wholesale channels (B2B)

We also fully understand the different regulatory requirements in each European country and compliance with EU Directives and regulations:

  • Rules Governing Medicinal Products EU Directive – 2001/83/EC
  • Guidelines on Good Distribution Practice of Medicinal Products for Human Use – 94/C 63/03
  • Device QMS – ISO 13485
  • Medical Devices Directive – 93/42/ECC
  • Medicinal Products (Control of Wholesale Distribution) Regulations 2007 – SI 538 of 2007

You need to speak with us if you are looking to find profitable ways of growing and protecting your customer base in Europe, Middle East and Africa.

Planning a BPO Pharma project? Contact us about our call center services and find out how we can help you.