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Customer Service Excellence

Dr. Reddy’s API Customer Service Team (CSC) plays a pivotal role in ensuring seamless operations and customer satisfaction. Acting as a strategic link between customers, business teams, and stakeholders, CSC ensures timely support through:

  • Defined SLAs for fast query and sample turnaround.
  • Cross-functional coordination across technical, commercial, and quality domains
  • Region-specific engagement for tailored customer solutions

The team includes:

  • Customer Service Specialists – managing order-to-cash processes
  • Technical Experts – addressing quality and regulatory queries
  • Program Managers – supporting specialized needs like particle engineering

True to our brand promise, CSC builds long-term partnerships, adding value throughout product development and commercialization.

What is the role of the customer support team in sales, marketing, and business development?
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The CSC team represents all API units of Dr. Reddy’s, and acts as the single point of contact to customers across various geographies.

Customer journey is divided into two categories:
  • Enquiry to Order

    Enquiry to Order

    All types of technical queries related to product pre-and post-sales

  • Order to Cash

    Order to Cash

    All types of commercial queries related to product pre-and post-sales.

Enquiry to order queries is handled by CSC Technical team, and all order to cash queries are handled by CSC commercial team.

There are two verticals in the customer service team:
  • CSC technical team

    CSC technical team

    • Manages the journey in addressing all queries (includes organizing required documents/samples/impurities for qualification) from enquiry to the receipt of order, and solves any further issues that customers face during Dr. Reddy’s API usage.
    • Pre and Post sale queries – Updates on delays, complaints, technical specifications, documentation, quality, regulatory support in dossier filling, and customer dispatch issues with the product.
  • Commercial team

    Commercial team

    • Manages the journey from receipt of order to cash cycle, discussion with manufacturing team, and order updates.
    • Provides delivery date and time for purchase orders as well as periodic updates on deliverables.
What is the role of the customer service team in program, project, portfolio management, and market analysis?
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  • The technical and commercial team, together as CSC function, engages with customers on a day-to-day basis and exchanges transactional information. Therefore, it builds a strong connection with them and contributes to vertical and horizontal business growth.
  • CSC function interacts and drives innovator business growth by submission of RFQ’s and other dedicated support services.
  • As part of the CSC function, a dedicated program management team drives timely samples, seeding, and lock-ins delivered to customers, ensuring future business continuity.
How do customer service specialists (Customer-centric approach) solve the complex challenges and questionnaires?
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At every milestone of the customer journey, the CSC team helps in timely coordination with internal stakeholders for providing the right solution and information to the customer within defined SLA’s.

Additionally, one of the significant and complex challenges is meeting various customer particle size requirements that depend on the customer drug product. Most commercial products have the range to meet those different particle size requirements; however, few queries require additional study in plant and R&D.

Such queries are program managed by CSC function and ensure those requirements are met and help build a strong-future business.

How is the customer service team maintaining the relationship with the customers in the timely delivery of APIs (Communication)?
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  • The CSC (technical/commercial) team will continuously engage with each customer for timely responses and updates on the pending deliverables (queries/supply).
  • CSC provides prior intimation to customers in case of any delays/unforeseen issues triggered during manufacturing / testing/dispatches.
What is the Role of the customer service team in contributing to overall company growth and client satisfaction?
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  • New business through samples, seedings, and Lock-Ins.
  • Existing/On-going business – Ensure timely delivery of commercial orders with the help and support of relevant stakeholders like manufacturing, SCM, quality, etc.
  • Supporting customers with additional orders for products where stocks are available with the help of the business team.
  • Dedicated customer service to innovators and key accounts.
What are the roles of XCEED in timely delivery and customer support?
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  • XCEED is a customer self-service platform.
  • XCEED platform is divided into the following sections:
    • Product Knowledge
    • Enquiry to Order (All queries related to Dr. Reddy's API products from enquiry to commercial and post-commercial dispatches)
    • Order to Cash (All orders related to information and relevant documents are available here for customer download)
  • XCEED is a single point platform that connects customers across the globe with our customer service experts, who in turn manage to address all queries within defined SLA's. Internally reports from XCEED are used as part of a daily governance mechanism to ensure there are no overdue tasks, and all are closed before the defined SLA's
  • XCEED, as the platform is intelligently connected to our internal systems, fetches required order-related information and relevant documents for download for the customer against their orders.
  • As part of continuous improvement, XCEED will add more exciting features for the customers.

- Dr. Reddy’s Customer Service Platform

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No information on this website, including any reference to any product or service constitutes an offer for sale or be construed as representing an offer for sale. Products protected under valid patents are not offered or supplied for commercial use. However, in certain cases, at Dr. Reddy's sole discretion, and subject to local legal requirement, the research quantities of such products may be offered for the purpose of regulatory submissions under Section 107A of the Indian Patent Act (Bolar exemption), wherever such regulatory exemptions exist. The buyers should make their independent evaluation of the product or service including, patent scenario in their respective markets and will be responsible for all patent related liabilities Dr. Reddy's disclaims all warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose and non-infringement.