Success stories

Customer Centricity in the pharmaceutical industry

Success Story Details

Customer Centricity in the pharmaceutical industry

Out of the box operations/not every shoe fits all

A Swiss pharmaceutical company, focused on enhancing their customers’ experience on the Belgian market, decided to appoint the right people to provide a patient friendly and customer centric company culture.

A strong pharmaceutical company wanted to change their customers’ perception. Therefore, it had to find the right people to act out the change.

As such, they asked HR One Group to conduct research into other successful industries to find the right Customer Experience Manager, who could use his/her insights to transform the company’s culture by creating customer journeys, mapping each contact, and defining pain points across channels. As to ease the way for future and current customers.

This change walks hand in hand with an increase in effort for patient involvement. As such, HR One Group started a search to find the right person to speak on behalf of patients in parliament.

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