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Nipro care report 2013

04/08/2023

Praful, Vikas, Rakesh

Sarita Sayali

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Nipro care activities

Diabetics awareness camps Complaint ManagementSales & Marketing supportLead GenerationRetail activitiesNiprocare Emails Facebook updatesDatabase management

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Call Status

Feb-13 Mar-13 Apr-13 May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-130

200

400

600

800

1000

1200

1400

1600

1800

2000

122 119 125 125

260201 195 150 158 136 141

1200

955

1183

1384

1174

321409 401

284

725

875

1284

18121719

895

150 157220

157

364294

Incoming Calls Out Going Calls NA Calls

- Mar to June 13 : Raise in calls to due MCCIA, CII calling, PAPA calling - Jul to Oct : Dip in calls due to non receipt of warranty cards & PAPA data- Nov onwards : Initiated Customer Life Cycle management calls

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Call Status• Due to non circulation of toll free

number• Calles getting directly managed

by sales team

• Non receipt of PAPA data from field

• Non receipt of warranty cards

• Sales force needs to encourage hospitals/Drs/Chemist/End users to call on toll free explaining the benefits

• PAPA activity is not getting followed by sales team which is resulting to non generation of leads, hence no data

• Encourage/incentivize chemist or sales promoter to return warranty cards to NIC

Dip in calls Counter Measure

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Calls TotalIncoming 1903Outgoing 9324Total 11227

04/08/2023 7Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec0

100

200

300

400

500

600

700

48 4674

59

0

79 76 68

112

62

112

6688 84

621

287

375

264

157

261278

228

650

698

3010 21

51

17 2234 39 43 43 40 39

2649

117

43 4668 75

5844

25

9470

Complaints Customer Training Inquires Leads

Type of calls

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Complaint tracking• Customer Relationship Management\Reports\Nipro care 2013 report.xlsx

Total No. of Complaints 620Total No. of Complaints closed 308Total No. of Complaints open 312Credit Approved 115Credit Not Approved 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

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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

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Diabetes Awareness Drives

Total sale of Nipro care for the year 2013 is ₹. 3,02,205/-

2013 Have conducted Awareness & tests camps in 29 organizations covering 12,008 individuals

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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

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