Customer Service

Quality and timely attention to the needs of our clients is a key factor that guides our actions.

Our care model assigns a Customer Service Executive, with knowledge in the pharmaceutical industry, who is the main point of contact.

Our Executives are trained to coordinate product receptions and order delivery for different channels and manage returns, among other needs.

The service process is supported by a systems platform that allows our clients to track receptions, orders, deliveries and invoices.

We have a focus on continuous improvement, working with our clients to identify opportunities to provide an excellent service.

The Customer Service team has multidisciplinary knowledge to provide quality solutions, transferring knowledge and good practices in order to add value to your business and that of your customers.

Reception

Imports are received and products are purchased domestically by reading bar or 2D codes via radio frequency. This process is integrated with our ERP.

Reception of cold chain products

Priority process where temperature sensors are detained and read and curves are sent to clients. We have an exclusive cold room, located on the reception floor.

Statistical sampling

In accordance with Chilean Standard NCh44, we extract samples and counter samples, which are priority delivered to the analysis laboratory defined by the client.

The traceability of these processes is available on our web platform, including digitized copies of the associated documents.

Order Preparation

Our WMS assigns lot and picking location(s) according to the settings defined by our clients. The reading of codes order preparation allows us to validate that the picking location and the lot code are correct.

The preparation of cold orders maintains protocols that record the refrigerators and the temperature monitors used in each dispatch, complying with the regulations (Technical Standard 208).

Connectivity with our clients, through interfaces or our web platform, allows us to automatically send confirmation of each preparation, and then receive the invoices for those orders at our check out / packing stations, where each order is labeled. Our WMS controls that tax documents are not issued in advance.

For laboratories integrated via interfaces

We send picking confirmation, which subsequently generates the invoice automatically in our Check out terminals, where we also weigh small packages and consolidate cargo from different storage areas.

Given the importance of traceability at each stage, these can be viewed in reports on the client’s web platform.

All lots are assigned automatically under FEFO criteria

In the case of products that are due to expire, we have a dedicated warehouse, which can be reserved through the system, allowing for commercial management that speeds up the sale. In the case of end clients who schedule their reception, we manage the agenda jointly for all Laboratories

For cold chain products, we capture the bar code of the temperature monitor, leaving a record of the pharmaceutical cooler type.
We have a sector specialized in exports where products are prepared according to the standards required by each country.

Medical Sample Cycles

These orders are prepared in a dedicated storage area, with a specialized team that plans, together with the clients, the dates for delivery to the recipient.

Exports

For the international market, we have a dedicated area for order preparation according to the standards of the destination country, which includes a tunnel and automatic case wrapper.

Reverse logistics

For the reception of returned products, there is a team designed to review pharmaceutical rejections, returns or exchanges in a segregated storage area with biometric access control.

These products are stored pending the client’s availability, and the information can be viewed on our web platform.