Niprocare_annual_report_2013
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Niprocare_annual_report_2013

Niprocare_annual_report_2013

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Niprocare_annual_report_2013 Presentation Transcript

  • 1. Nipro care report 2013 1/9/2014 1
  • 2. Praful, Vikas, Rakesh 1/9/2014 Sarita Sayali
  • 3. Nipro care activities Diabetics awareness camps Complaint Management Sales & Marketing support Lead Generation Retail activities Niprocare Emails Facebook updates Database management 1/9/2014 3
  • 4. Call Status 2000 1812 1800 1719 1600 1384 1400 1200 1284 1200 1183 1174 955 1000 895 875 725 800 600 409 400 200 260 122 119 125 125 321 201 150 195 157 Jul-13 Aug-13 401 150 220 364 284 158 157 136 294 141 0 Feb-13 Mar-13 Incoming Calls Apr-13 May-13 Out Going Calls Jun-13 Sep-13 Oct-13 Nov-13 Dec-13 NA Calls - Mar to June 13 : Raise in calls to due MCCIA, CII calling, PAPA calling - Jul to Oct : Dip in calls due to non receipt of warranty cards & PAPA data - Nov onwards : Initiated Customer Life Cycle management calls 1/9/2014 4
  • 5. Call Status Dip in calls Counter Measure • Due to non circulation of toll free number • Calles getting directly managed by sales team • Sales force needs to encourage hospitals/Drs/Chemist/End users to call on toll free explaining the benefits • Non receipt of PAPA data from field • PAPA activity is not getting followed by sales team which is resulting to non generation of leads, hence no data • Non receipt of warranty cards • Encourage/incentivize chemist or sales promoter to return warranty cards to NIC 1/9/2014 5
  • 6. Calls Total Incoming 1903 Outgoing 9324 Total 11227 1/9/2014 6
  • 7. Complaints Customer Training Inquires Leads 700 698 Type of calls 621 600 650 500 400 375 300 287 264 278 261 228 200 157 100 117 88 84 74 Feb Mar May Jun 68 58 39 34 22 17 0 Apr 76 75 46 21 10 0 79 68 59 51 43 49 46 48 30 26 Jan 1/9/2014 112 Jul Aug 112 94 62 43 25 44 43 Sep Oct 70 66 39 40 Nov Dec 7
  • 8. Complaint tracking • Customer Relationship ManagementReportsNipro care 2013 report.xlsx Total No. of Complaints Total No. of Complaints closed Total No. of Complaints open Credit Approved Credit Not Approved 620 308 312 115 198 Action points to reduce complaints: - Continuous training to hospital staff, end user thats the key - Sales force needs to check meter before sending to Nipro care, which is 1st level of checking the correctness of the complaint - In case of Glucose meter, if found to be faulty even at Nipro care, only then further send to US NDI for investigation - All Glucose meters which are working normally @ Nipro care will be sent back to field 1/9/2014 8
  • 9. Blood Glucose Meter Database • Total NDI data of registered patients is 5298 with us from 2011 & as compared to meter sale till date, the numbers of registered patients is extremely low • In 2013 we have received only 1145 warranty cards (5298 is inclusive of 1145) • In 2013 we have received PAPA activity data of 499 retail shops across India  Suggestions / Action points by Sales team: • Make it mandatory for the team to send warranty cards on fortnightly / monthly basis (or incentivize sales staff / chemist) • Also increase PAPA activity to get push from retail to end user. Without knowing our patients base, Nipro care is unable to pitch users for more strip consumption or any other NDI product like socks or foot care kit. Yet we are running customer life cycle management activity for existing base however we need to increase & manage further. Each PAPA activity report must carry the stamp of the retailer with name & contact number of the proprietor 1/9/2014 9
  • 10. Diabetes Awareness Drives 2013 Have conducted Awareness & tests camps in 29 organizations covering 12,008 individuals Total sale of Nipro care for the year 2013 is ₹. 3,02,205/1/9/2014 10
  • 11. 1/9/2014 11
  • 12. 2014 way forward… • • • • • Support to Nipro group pan India – Customer care, sales, marketing Increase call volume @ Nipro care Sale support through activities Brand awareness activities Monthly tangible goals : -  • • • In 2014, Nipro care would like to initiate to: Measure Customer Satisfaction Index CSI (Inhouse through Nipro care) Web commerce for Blood Glucose meters, socks, footcare kit & Adult Diapers Utilization of HEAT software (NDI US using it for BGM calls) for better complaint management & database 1/9/2014 12
  • 13. Your partner in Health Care… 1/9/2014 13