Replacing expired medications with Faks: between customer loyalty and growth lever for labs

Krka is one of the leading generic pharmaceutical companies in the world.

Its medicines are used to treat more than 50 million patients every day in over 70 countries. The company has more than 12,600 employees. More than 70% of its portfolio of specialties is vertically integrated. From the synthesis of the active ingredient to its marketing.

Krka has been using Faks since January 2022 for expired medication reporting (pharmacists and delegates) and claims management.

How did you get the idea to work with Faks?

We heard about Faks from CSP, our logistician, during a discussion about the smoothest tech solutions on the market for managing pharmacy claims.

What was the challenge you faced before Faks ?

We were facing multiple challenges before using Faks :

• Manage and archive (regulatory obligation) large volumes of paper documents as well as the flaps of outdated specialty boxes
• Customer dissatisfaction #1: Lack of information sharing between stakeholders who were operating in silos with multiple round trips (pharmacist, logistician, pharmaceutical representative and customer service)
• Customer dissatisfaction #2: packages sometimes lost from expired returns
• Customer dissatisfaction #3: processing time for expired items and credit notes

From being a favorable commercial gesture for the pharmacist, the return of expired products could become a point of friction that would tarnish the commercial relationship. We were therefore looking for an innovative, fluid and shared solution for our pharmacists for a task that does not generate value and yet is very time-consuming for all stakeholders.

How did you solve this issue?

Thanks to the Faks app, the laboratory receives requests for compensation of expired products in a simple, secure and 100% digital way. The laboratory can control its costs and monitor them in real time.

What do you like about Faks? Why would you recommend Faks?

The big advantages of Faks for us are:

• speed of creation of the request in the application (5 minutes)
• a powerful, responsive, simple and ergonomic application
• traceability of exchanges and digital archiving of out-of-date information
• all users are in contact on the app: pharmacist, delegate, customer service; and know the status of each report
• The Faks teams were very involved in the onboarding of the Krka teams and were able to show a lot of didacticism towards employees who were not necessarily at ease with the technology
• Faks is a start-up that listens to its customers: solutions have been found for specific needs and regulatory requirements

What is your experience with Faks, including feedback from pharmacists and delegates?

The Krka customer experience with Faks is unanimously recognized as ideal: our pharmaceutical representatives are excited because they no longer waste time and have concrete answers to give their pharmacists.

Our pharmacists, even those who are less comfortable with Tech solutions, are seduced by the intuitiveness, simplicity, and speed of the service and tell us so.

Our customer service department is very satisfied with the productivity gain in the administrative management of expired products (1 full day per month), allowing them to better focus on their core business: direct contact with our pharmacist customers

Statistics / results obtained:

Expenses expired : - 10%

Time saved per delegate: Divided by three

Time saved in customer service: 1 full day per month

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