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15 Dezember 2025

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Gesundheitspflege | Customer Experience, Strategie & Transformation

Optimizing Sanofi's B2B customer relationship

Konecta has been supporting Sanofi since 2017 to optimize its B2B customer relationship through a tailor-made solution that combines human expertise and technologies.

About the client in short

Sanofi is a French biopharmaceutical company whose activities include providing medications for respiratory diseases, neurology, dermatology, oncology, autoimmune diseases, rare diseases, and more.

Key figures

22,000

pharmacies and 2,500 hospitals supported

+220,000

annual contacts

76%

of orders placed via digital channels

Since 2017, Konecta has been supporting Sanofi, one of the global leaders in health and pharmaceutical products, in improving its relationship with its professional clients. This partnership began with the implementation of customer support for pharmacies and has expanded over the years to include support for hospitals and order management for wholesalers.

Faced with a complex ecosystem of 14 production sites and 4 tertiary sites in France, an agile and expert solution was necessary to provide a quality response to Sanofi's B2B clients, including dispute management and crucial seasonal campaigns such as vaccine distribution.

Konecta implemented a tailor-made solution that combines human expertise and technological innovation. From the start, the model relied on the use of Konecta’s internal tools before migrating to platforms such as Salesforce and Amazon Connect.

To ensure that advisors could be as effective and available as possible, augmented agent tools were deployed, such as "smart text" to speed up email responses and "smart info" to find relevant information in a flash. Konecta also ensures the updating of Sanofi’s knowledge base.

The quality of service has remained constant over the years, objectives were achieved quickly, and Konecta supported the adoption of the Sanofipro online portal. The average call handling time is 6 minutes.

« For me, Konecta means mastery of processes, relational quality, reactivity, a great capacity for adaptation, and a high-performing management team »

Paulo Freitas, Customer Service Manager Sanofi France

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