Konnexx has worked with a major animal health and pharmaceutical company over a number of years to overcome a variety of challenges. 

To start, the client needed a highly trained tele-sales team to help sales representatives sell veterinary products and drugs – but we were soon tasked with setting up additional customer service and technical support telephone teams.The existing in-house customer service unit was found to be working at 68% efficiency, and there were several key issues to be addressed. It soon emerged the biggest issue was the fact that the company was taking 20,000 customer service and technical product support calls a year – but 20,000 or more calls weren’t being answered. As a result, half the clients were struggling to get through to the team, and the current staff weren’t able to respond with enough knowledge.

This meant 60% of phone calls were being transferred to experienced vets. But these vets were not employed to answer calls, rather to work in drug development: writing papers, guidance notes and articles. So not only were they being distracted from their important work, but they were also further racking up the cost of providing customer service. Worse, the vets were failing to provide answers, directly affecting pharmacovigilance[1] and distracting vets from their research roles.

Konnexx has worked in the areas of veterinary, animal health, pharmaceutical and healthcare for a considerable amount of time. We have built and maintained an extraordinary team of staff, which have been recruited and trained specifically to suit this task.

Konnexx has since increased sales by 20%[2] while boosting distribution by 40%[3] and making the animal health and pharmaceutical company more than £100k[4] in the first month – a figure which doubled by the third month.

Within three months, Konnexx had built a team qualified in veterinary pharmaceuticals ready to take on double the number of calls, with twice the efficiency, at the same budget. The client now saves more than £73k a year while freeing their vets to get back to vital R&D work.

This highly skilled Konnexx team gives a far superior service at a lower cost, with clients experiencing a smoother, more user-friendly experience. Once this skilled team was set up, they were so efficient they could take 40,000 calls a year, double what the prior team could take.

The use of this team of knowledgeable professionals is also well suited to sales engagements and supporting sales teams. In other cases, Konnexx has increased sales by 20%[5] while boosting distribution by 40%[6]. A separate example shows Konnexx increasing sales by over £100k[7] in the first month, and over £200k by the third.