5. Call Status
Dip in calls
Counter Measure
• Due to non circulation of toll free
number
• Calles getting directly managed
by sales team
• Sales force needs to encourage
hospitals/Drs/Chemist/End users to call
on toll free explaining the benefits
• Non receipt of PAPA data from
field
• PAPA activity is not getting followed by
sales team which is resulting to non
generation of leads, hence no data
• Non receipt of warranty cards
• Encourage/incentivize chemist or sales
promoter to return warranty cards to
NIC
1/9/2014
5
7. Complaints
Customer Training
Inquires
Leads
700
698
Type of calls
621
600
650
500
400
375
300
287
264
278
261
228
200
157
100
117
88
84
74
Feb
Mar
May
Jun
68
58
39
34
22
17
0
Apr
76
75
46
21
10
0
79
68
59
51
43
49
46
48
30
26
Jan
1/9/2014
112
Jul
Aug
112
94
62
43
25
44
43
Sep
Oct
70
66
39
40
Nov
Dec
7
8. Complaint tracking
• Customer Relationship ManagementReportsNipro care 2013 report.xlsx
Total No. of Complaints
Total No. of Complaints closed
Total No. of Complaints open
Credit Approved
Credit Not Approved
620
308
312
115
198
Action points to reduce complaints:
- Continuous training to hospital staff, end user thats the key
- Sales force needs to check meter before sending to Nipro care, which is 1st level of
checking the correctness of the complaint
- In case of Glucose meter, if found to be faulty even at Nipro care, only then further send
to US NDI for investigation
- All Glucose meters which are working normally @ Nipro care will be sent back to field
1/9/2014
8
9. Blood Glucose Meter Database
• Total NDI data of registered patients is 5298 with us from 2011 & as compared
to meter sale till date, the numbers of registered patients is extremely low
• In 2013 we have received only 1145 warranty cards (5298 is inclusive of 1145)
• In 2013 we have received PAPA activity data of 499 retail shops across India
Suggestions / Action points by Sales team:
• Make it mandatory for the team to send warranty cards on fortnightly / monthly
basis (or incentivize sales staff / chemist)
• Also increase PAPA activity to get push from retail to end user. Without knowing
our patients base, Nipro care is unable to pitch users for more strip consumption
or any other NDI product like socks or foot care kit. Yet we are running customer
life cycle management activity for existing base however we need to increase &
manage further. Each PAPA activity report must carry the stamp of the retailer
with name & contact number of the proprietor
1/9/2014
9
10. Diabetes Awareness Drives
2013 Have conducted Awareness & tests camps in 29 organizations covering 12,008 individuals
Total sale of Nipro care for the year 2013 is ₹.
3,02,205/1/9/2014
10
12. 2014 way forward…
•
•
•
•
•
Support to Nipro group pan India – Customer care, sales, marketing
Increase call volume @ Nipro care
Sale support through activities
Brand awareness activities
Monthly tangible goals : -
•
•
•
In 2014, Nipro care would like to initiate to:
Measure Customer Satisfaction Index CSI (Inhouse through Nipro care)
Web commerce for Blood Glucose meters, socks, footcare kit & Adult Diapers
Utilization of HEAT software (NDI US using it for BGM calls) for better complaint
management & database
1/9/2014
12
