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Customer Experience

Skyepharma a Strategic Partner

Today’s pharmaceutical obligations in terms of quality and capabilities are decisive for industry players. Skyepharma answers to these necessities by coming up with a wide range of services in line with market’s requirements. Our premium positioning on the pharmaceutical market place comes from our development and production processes expertise.

Respect, teamwork, and transparency are core values of the company. The factory and development workshops are built and staffed focusing on partners’ needs. Trust and transparency are the very heart of the relationship build with them.

Skyepharma customer service department is focused on better anticipating our clients’ needs

Clients want to be heard, they want to be able to ask for advice, share ideas ; and they are seeking a long-term partner to reflect with them on their projects.

We have quickly been able to build trustworthy partnerships and extensive collaborations with existing clients and many new clients as well. We are able to provide seamless and adapted solutions as our clients’ projects grow and their needs evolve.

Our 6 Commitments to Customer Experience

Our customers have a service that is entirely dedicated to them. All requests are processed more quickly as the internal flow of information is more fluid. We respond systematically and appropriately.

We are committed to increase the daily operational excellence on the ground to reduce the number of errors in batch records and respect our engagements in terms of delivery time.

Examples:
OTD: 2017 = 100% and 2018 = 98% of commercial lots delivered on time.
RFT: 2017 = 83% and 2018 = 90% of batches produced without errors the first time.

Reducing lead time for our partners is a commitment that is very important to us. We are regularly study the lead times of each of our services in order to optimize them as much as possible. This have a direct impact on the global lead time and our performance.

Active listening and constructive exchanges between our clients and the customer service help us better understand them, their needs and priorities. This knowledge allow us to better anticipate their requests and thus propose alternatives in line with their expectations

A good customer experience is key to the successful running of projects. Their satisfaction is at the heart of our preoccupations. That’s why we encourage our partners to give us feedback to help us improve further. To this end, we regularly contact them to gather their opinions and this in a perspective of continuous improvement to optimize the customer experience and satisfaction.

A relationship is created and nurtured over time. We are committed to creating a climate of trust, exchange and transparency with our partners. This is how we operate internally in our teams. We want the same dynamic with our customers. We are a single team, the customer and Skyepharma, together for the realization of the project. We work together with a win-win approach, where everyone benefits.