Result of the search

15 dezembro 2025

Partilhar em

Saúde | Customer Experience, Estratégia e transformação

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

Saúde

Turning a fragmented digital funnel into a growth engine for Adeslas

SegurCaixa Adeslas, Spain’s leading health insurance provider, faced fragmented sales models across digital channels. By partnering with Konecta to deploy an integrated end-to-end acquisition model, Adeslas transformed its commercial operations, securing over 150,000 new policyholders.

Saúde | Customer Experience, Vendas, Conversão de vendas

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.

Retalho e E-commerce | Estratégia e conceção CX, Customer Experience, Desenvolvimento e implementação de casos de utilização, IA Agêntica para Customer Experience

Optimizing omnichannel customer service for Danone

Since 2018, Konecta has been supporting Danone, a global leader in the food and beverage industry, in managing its omnichannel customer relations. Faced with high volumes, our tailor-made solution has achieved a 97.5% answer rate and an outstanding NPS of 76.

Media & Technology | Customer Experience, Assistência técnica

Unifying tier 1 and tier 2 resolution for PFU

When PFU (EMEA) needed to deliver seamless technical support for its scanner equipment across 36 EMEA countries, they faced a complex logistical puzzle: how to provide high-quality, multilingual assistance without inflating costs in regions with lower call volumes.
Together with Konecta, PFU transformed this challenge into a highly efficient, centralized support hub in Portugal that unifies tier 1 and tier 2 resolution, ensuring every customer receives fast, expert assistance.

Setor Automóvel, Mobilidade & Viagens | Customer Experience, Vendas, Geração de leads

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.