To support the operations and requirements of the customers of Dr. Reddy’s API business, efficient and seamless customer services is essential.
Dr. Reddy's Customer service team (CSC) plays a significant role in the success of Dr. Reddy's APIs business operations by being a strong link between the business, customers, and the extensive network of stakeholders. CSC team engages with all cross-functional teams within Dr. Reddy’s to address the needs of customer queries and sample requests. The team follows a transparent process with defined service level agreements (SLA) to ensure the turnaround is quick enough to address the customer needs.
Our CSC team comprises customer service specialists that handle commercial part of order to cash process, technical specialists that handle technical and quality enquiries, and program managers to address specific customer requests that need attention from the particle engineering perspective. CSC team with region-specific focus is part of the day-to-day engagements with customers’ team for providing a solution to their needs. True to the company's brand image, the CSC team maintains a long-lasting relationship with the key customers to add value in their product development and commercialization processes.
The CSC team represents all API units of Dr. Reddy’s, and acts as the single point of contact to customers across various geographies.
All types of technical queries related to product pre-and post-sales
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.
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.
White Paper: Redyx: Remdesivir formulation developed at Dr. Reddy’s under the license from Gilead
Sugammadex Sodium – The impact of an integrated understanding from API to formulation on injectable formulation success
Famotidine and Nizatidine APIs: NDMA controlled, customized particle distribution, supply chain security
A closer look on how Dr. Reddy's met the stringent regulatory requirement of genotoxic impurities in Ranolazine
Dr. Reddy’s Flow Chemistry experts share their perspectives in panel discussion of Chemistry Today
Sacubitril/Valsartan (LCZ696) – Bringing yet another advantage through innovative API offerings
Dr. Reddy’s is improving supply chain performance for Pregabalin API through large manufacturing capacity and backward integration
Indian healthcare reform offers thriving pharmaceutical market opportunities: Interview with Deepak Sapra
A Year of Challenge and Opportunity - Deepak Sapra, Global Head of PSAI speaks to The Medicine Maker
A Paradigm Shift that Is Here to Stay - Sauri Gudlavalleti speaks to CME Manager on COVID-19 response
Dr. Reddy's research publication on simultaneous automated image analysis and Raman spectroscopy of powders at an individual particle level
Patient centricity and supply chain security in 2021 - Rajesh Sadanandan speaks on CPhI Pharma Trends 2021
Dr.Reddy’s gearing up with Covid portfolio: Deepak Sapra, CEO of API & Services, speaks to India Today
The winner of the Corporate social responsibility (CSR) Initiative of the year at Global generics & Biosimilars Awards
Dr. Reddy’s API team is a 2021 winner in – API Supplier of the year at Global generics & Biosimilars awards
Dr. Reddy’s is featured in an article of Global Pharma Insights on “Nitrosamine contamination: pharma’s re-evaluation of its supply chain”
Dr. Reddy’s partners with FUJIFILM and Global Response Aid for Avigan® (favipiravir), a potential treatment of COVID-19
CPhI Festival of Pharma Panel discussion: Innovation Across Borders: How Pharma and innovators are fighting Back Against COVID-19 and ways forward.
Dr. Reddy’s Laboratories joins Science Based Targets initiative (SBTi) and sets 2030 GHG emission targets
Dr. Reddy's recognized at the CPhI Pharma Awards 2020 as the winner in the category of ‘Excellence in Pharma: Sustainability’
Dr. Reddy’s Laboratories wins “API Supplier of the Year” award at the Global Generics & Biosimilars Awards 2020
Dr. Reddy’s Laboratories wins “API Supplier of the Year” award at the Global Generics & Biosimilars Awards 2019