Redefining Opella's omnichannel customer engagement

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.