Best Practices of French Pharmaceutical Laboratories in Call Centers

In the pharmaceutical sector, large laboratories are adopting best practices to ensure effective coverage of their vacant areas through the implementation of call center services . These dynamic laboratories integrate the importance of maintaining a strong relationship with their pharmacist customers, even in the absence of their field sales representatives. By implementing targeted strategies, they guarantee the continuity of commercial activities in terms of quality and quantity , while providing a dedicated contact for pharmacists.

One of the key benefits of implementing a call center service is maintaining the momentum of revenue and margin growth . With trained, year‑round sales representatives, laboratories can actively replenish their inventory and proactively manage orders. This ensures pharmacists are supported efficiently, avoiding stockouts that can result from the absence of field sales representatives.

Another key aspect of laboratory best practices is reflected in the positive image they project to pharmacists. By providing a dedicated contact in the absence of the sales representative, these laboratories demonstrate their commitment to their customers. Pharmacists feel valued and prioritized in the monitoring of their customer account, which strengthens their trust in the laboratory. This proactive approach helps build customer loyalty and strengthen long‑term relationships .

To implement these best practices, Pharmafield's partner pharmaceutical laboratories adopt key measures . In particular, they ensure:

1. Training competent inside sales representatives: Laboratories provide training to their dedicated inside sales teams, specifically preparing them for selling their products in pharmacies. These inside sales representatives are thus able to understand the needs of pharmacists and provide accurate and relevant information during calls.
2. Ensure year‑round availability : Laboratories set up dedicated teams of sedentary salespeople available throughout the year. This ensures continuous coverage of vacant areas and rapid response to pharmacist requests.
3. Adopt advanced technologies: Laboratories benefit from highly detailed performance indicator monitoring to ensure accurate order tracking, facilitate communication with pharmacists and guarantee data security.
4. Use of multiple communication channels: Laboratories leverage various communication channels to stay connected with pharmacists. In addition to phone calls, they use messaging tools, email campaigns , and online platforms to provide flexibility in communication and respond more effectively to customer needs.

By implementing more thorough and optimized general best practices, these pharmaceutical companies are positioning themselves as industry leaders . They demonstrate their commitment to their pharmacy customers, ensuring continuity of service and proactive management of vacant areas under all circumstances. This meticulous approach strengthens their competitive position and allows them to maintain strong relationships with their customers. By following these examples, companies of all sizes can optimize their business performance and improve customer satisfaction.

In this article, we've mentioned just a few examples of the methods used by laboratories to optimize the coverage of their vacant areas. Contact Pharmafield Group today to bring your laboratory the full benefit of the call center expertise of Pharmafield, Pharminov, and Dompharm.