- Case study
Revitalizing the customer experience for Arkopharma
With heartier digital reporting
Arkopharma, a European leader in nutritional supplements with a presence in more than 60 countries.
Using the Genpact Cora Orchestration platform, Arkopharma and partners analyzed, modeled, automated, and digitized business processes to collect and centralize customer contact data.
Arkopharma is the European leader in phytotherapy and nutritional supplements. The company has 1,500 employees and five international subsidiaries in Spain, Italy, Netherlands, Belgium, and Switzerland. Known for its innovative culture, the firm differentiates itself from its rivals with a wide range of products offered at competitive prices.
Challenge
Customers experienced long wait times to find out the status of their orders. The company needed to do much better if it wanted to maintain its reputation for quality—and its certification. But it couldn’t afford to make changes to its processes if doing so would interrupt business or cause down time.
Solution
Genpact Cora Orchestration was the answer. It applied a process-orchestration layer between Arkopharma’s existing customer relationship management and enterprise relationship management systems. Its agile architecture can readily adapt to the needs of a company with a reputation for rapidly evolving. And the Business Process Management platform means users can make changes on-the-fly while business goes on as usual.
What’s more, the whole solution went live within 16 weeks, right on schedule. Orchestration came in within budget, too—and since the firm rolled it out, Arkopharma’s customer service team is responding to an average of 800 customer calls per week.
Impact
Here are just a few of the benefits the company now enjoys: