• News & Insights
  • Optimizing Sanofi's B2B customer relationship

December 15, 2025

Share on

Healthcare | Customer Experience, Strategy & 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

Success stories

Healthcare | Customer Experience, Sales, Sales conversion

Redefining Opella's omnichannel customer engagement in in healthcare

In the era of increasing digitalization, Opella, a leading player in everyday health (over-the-counter (OTC) medicines, vitamins, minerals, and food supplements) has transformed its customer engagement, thanks to Konecta. The innovative and hybrid approach adopted has optimized efficiency, increased pharmacy satisfaction, and boosted sales.

Learn more

Automotive, Mobility & Travel | Customer Experience, Sales, Lead generation

Virtual car showroom solution boosts leads, conversions and sales for Hertz

When Hertz wanted to showcase its specialized PCO (Public Carriage Office) fleet to London’s minicab drivers and chauffeurs, they faced a geographical and logistical puzzle. Together with our partner Zuant, Konecta transformed this challenge into a digital-first success story with a virtual showroom to generate new leads and higher and quicker conversion rates.

Learn more

Banking & Financial services | Customer Experience, Sales, Sales conversion

Boosting customer satisfaction and sales for UCI

Unión de Créditos Inmobiliarios (UCI) partnered with Konecta to manage complex after-sales and loan inquiries. Their joint mission was to boost efficiency, improve customer satisfaction, and strengthen UCI’s market position.

Learn more

Retail & E-commerce | Agentic AI for Customer Experience, AI & Agentic AI services, AI/GenAI Readiness and Strategy, AI and GenAI for Customer Experience, Customer Experience

Customer service channels blended deliciously for Hotel Chocolat

Hotel Chocolat aims to make people and nature happy through chocolate. And that requires exceptional levels of customer service. Harnessing technology, Konecta has provided Hotel Chocolat with a single-operation approach covering major channels. The result? A deliciously streamlined and personalized service.

Learn more

Automotive, Mobility & Travel | Customer Experience, AI & Agentic AI services, AI and GenAI for Customer Experience

Customer care reinvented at Nissan through digital transformation

Konecta has provided multilingual customer care services to Nissan Europe since 2014; now we are evolving our partnership, using digital transformation to reinvent the Customer Experience Center, by covering 11 languages and 12 countries.

Learn more