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EXECUTIVE SUMMARY


Founded in 1968, Giphar is one of the largest pharmaceutical groups in France. Under the brand Pharmacien Giphar, this leading retail pharmacy chain operates more than 1300 pharmacies. The company is divided into 7 inter-regional and 130 local groups with a total of 400 employees.

With focus on enhancing the customer experience, the goal was to find a new and efficient approach to interact with the clients. The main idea was to provide the best customer support and increase the quality of customer interactions.

THE CHALLENGE


In a dynamic and high-technology pharmaceutical industry where competition among providers is very intense; customer satisfaction has been always a key differentiator. Giphar Group was looking to improve the level of customer satisfaction by employing the most effective Call Management System.

Giphar’s previous solution was unable to keep up with its needs and only partially met expectations, resulting in low quantitative and qualitative visibility of calls. “At the beginning, Giphar Group deployed a ticket management system to track incoming requests from pharmacists”, says Giphar Group Chief Project Manager François Leclercq. “Unfortunately, our managers were completely unsatisfied with the outcome of this implementation. Eventually, there were also concerns about how poor services would negatively impact customer satisfaction.”

The company decided to acquire a new more flexible and innovative solution. “Giphar Group needed a very professional and easy to manage tool which is commonly used by the majority of contact centers. We were free to choose and many issues were taken into account. The most important was to find a solution that would perfectly satisfy our specific needs in terms of a price, quality and time of deployment.”

THE SOLUTION


A new search process for end-to-end software supplier did not start from a scratch as Giphar Group was already familiar with the products and services provided by Nixxis.

With Nixxis Contact Suite solution, Giphar Group was able to obtain:
  • A significant decrease of the dropout rate
  • Adaptation of schedules for teams according to the activity peaks
  • Ability to use custom and detailed dashboards
  • The customer satisfaction increased in times and there are no more difficulties remain to reach the customer service
  • Solid return on technology investment and improved corporate image

RESULTS


“We wanted to increase the level of customer satisfaction and needed optimised software to ensure even more reactivity to the client support department. Thanks to Nixxis, we were able to gain a 360° view of customers and ultimately improve the company’s image. Nixxis provided a stable solution that meets all our requirements and automates operations to maintain competitive advantage.”

Nixxis Contact Suite provided a host of advantages:
  • Easy deployment and integration
  • Interesting quality-price ratio
  • Reliable solution
  • Always available technical support team

A LAST WORD


Giphar Group is planning to implement Nixxis Outbound Call Management solution for their sales services.