Customer Service

• 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.

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.

• 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.

• 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.

• 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.