Redefining Opella's omnichannel customer engagement

About the client

Opella is a leading healthcare company based in France, with its global headquarters in Paris and production and R&D sites in Lisieux and Compiègne (France). Its mission is to make everyday health as simple as it should be: offering not just medicines and products, but useful self-care services and solutions, with or without prescription, to simplify everyone's lives.

At the heart of this mission are iconic brands such as Doliprane, Phytoxil, Lysopaïne, Dulcolax, a strong team of 1700 employees in France, and half a billion consumers worldwide benefiting from its solutions.

Key figures

20,000+

pharmacies and hospitals supported

90%

CSAT from pharmacists

Faced with increasing digitalization and evolving expectations from pharmacies, Opella was seeking to reinvent its commercial model. It wanted to refocus its teams on value-added interactions with pharmacists to simplify their daily lives and make everyday health simpler for patients.

To achieve this, Opella was looking for a new hybrid model that would free up time spent on basic tasks such as order-taking, so that its teams could focus on training, performance analysis, and supporting pharmacies in their development. Opella also wanted to accompany this organizational transformation with a modernization of internal tools.

Opella and Konecta partnered to transform Opella’s customer engagement through an innovative hybrid model:

An omnichannel and expert customer service center operates at Konecta’s Le Mans site, in France. We trained a dedicated team, spread across Level 1 and Level 2 customer support, to meet the specific needs of pharmacists, hospitals, and wholesalers on Opella's tools, particularly the "Mon Espace Pro" portal where pharmacies place and track their orders, invoices, etc. Through this solution, we were able to centralize and optimize all aspects of request management - administrative, logistical, and informational - and free up Opella's field sales teams.
Konecta sales teams respond to customer inquiries, initiate proactive contacts, and develop new business opportunities.
Our co-created, scalable model is adapted to the specificities of the pharmaceutical sector and Opella's needs. It’s the result of close collaboration between Opella’s and Konecta’s teams, a phased deployment that ensured continuous adaptation and optimization, and integrated best practices in customer engagement.

The collaboration between Opella and Konecta has led to concrete and significant results.

Customer satisfaction has risen to an exceptional level (90% among pharmacists), highlighting the proximity and effectiveness of remote support and the expertise of the field sales teams.

Operational efficiency has been optimized thanks to the centralization of support and the reorganization of sales, allowing Opella sales representatives to refocus on high-value-added tasks.

This 7-year partnership has established a new engagement model for the pharmaceutical industry, with an innovative hybrid approach for pharmacists and increased empowerment of sales forces.

A big bravo for these unprecedented results. We are returning to our historically high customer satisfaction, which is at the heart of our mission. The anticipation of our needs, the strength of the Konecta teams, and everyone's commitment made the difference.

Stéphanie Caupenne, Commercial Director, as part of the market opening campaign, Opella

Performance beyond our ambition. These results are the fruit of an effective strategy, demanding execution, as well as rigorous monitoring to best serve our customers and patients.

Hélène Deshoulières, Remote & Telesales manager, Opella