Case of success
Smith Nephew
Smith & Nephew is a British company with over 150 years of experience developing medical devices for healthcare professionals around the world. Currently, they support healthcare professionals in over 100 countries in their daily efforts to improve the lives of their patients. Through a pioneering approach to product and service design, we strive to ensure broad access to diverse technologies for all customers, enabling better outcomes for patients and healthcare systems.
Project Data
SAMES Portal for the Commission Agent
November 2019
We were looking for a supplier that would be fully focused on our needs, in terms of customer service, on time, and instilling complete trust with a guarantee of security. Winfor met these characteristics, along with its extensive and proven experience in the sector.
We are very satisfied with the final result, as the SAMES Portal has played a very important role in generating more efficient processes in the Customer Service department. This new tool has helped us reduce inefficiencies, improve management, and establish closer ties with our customers and collaborators, in addition to increasing the visibility of our services.
"We are very satisfied with the service provided by Winfor. In addition to taking care of every detail and adapting to our every request, the results have always been very satisfactory."
Analysis of the Problem
We needed a tool that would allow us to properly coordinate available resources and help us more quickly identify problems and quantitatively evaluate results.We had a complex commission agent management system. From the moment a commission agent submitted a replacement order to the service and invoicing process, including the collection of invoices, it was a complex process with many collaboration points. This process was managed manually, generating a lot of administrative work and even misunderstandings due to a lack of a comprehensive view of the status of each order.
A satisfactory solution
The solution was the implementation and use of a web portal (SAMES), which allowed us to establish a direct link of information with our clients and intermediaries, helping us make the entire customer service process more effective and provide improved customer satisfaction at all levels.This application allowed us to centralize all interactions between the company and its intermediaries (agents, distributors) into a single database and offer them real-time visibility into everything that happens in the "order to cash" process (from supply to final invoicing) with our customers, in order to understand their needs and anticipate them.
Once the project was planned, we began our collaboration, leading to the implementation of an effective work model and methodology to achieve greater efficiency and performance in this process. The strong relationship of commitment between both parties was one of the key factors in addressing the new ways of understanding the needs.
Results in Data
Statistics provided by the client itself, or extracted from studies in which various brands using this technology participate.
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