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Who is an e-mail customer service representative?

This is a management or a company agent that does customer relations via the internet or e-mails. His principal du

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

ty is to represent his employer and the company at large. He does this by replying e-mail inquires and answering customer questions.

As businesses expands and organ

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

zations breakeven, the need to complement growth with adequate management becomes inevitable. As we all know, poor management is at the bottom of most business failu

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

es. The bank of America in its publication “The small business reporter” said that in the final analysis, more than 90% of business failures are due to managerial in

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

ompetence and inexperience. In summary, businesses or organizations succeed almost to the extent that they are well managed.

Customer relations which is another bra

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

nch of management is the engine room for the success of an organization. You will agree with me that without customers, there is no business. They are the mind of an

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

business, hence the need to listen to it becomes very important. As the mind determines the action of a man, so also the customer should determine the actions of a

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

usiness. Every objective of a purpose driven business should be customer based. With the advent of the computer and the internet, customer relations have turned a ne

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

leaf. A study has shown that 58% of customers prefer e-mail contacts, while another 32% use call centers and the remaining 10% contact through other means. This wil

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

l attest to the fact that customer relations has indeed turned a new leaf.

The Importance of an e-mail work from home customer representative or agent

It has been

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

onfirmed that at least 18% of customer inquires via e-mail go unanswered, while 72% are answered late. An excuse may be given because of the pressure of e-mails rece

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

ved. In my own opinion, it is because organizations are reluctant in hiring specialists to handle customer relations for them. The importance of an e-mail customer s

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

rvice agent cannot be overemphasized. Many organizations are loosing and will still loose millions of dollars because of unanswered and late response inquires or que

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

stions.

The usual slogan for most organizations is that “we will contact you within the next 24hours, 48hours or even 5 working days. In most cases this inquires ar

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

simple inquires that might take few minutes or hours to answer. For businesses to match up with the demands of the 21st century, I think they should put more import

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

nce to e-mail customer relations. The beauty of an e-mail customer agent work is that it can be done as a work from home employment. I encourage companies to hire ho

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

e based customer service agents to answer simple or complex customer inquires on their behalf. It is amazing how this can cut cost and also create more efficiency if

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

home based agents are hired. The business world is changing drastically and more entrepreneurs are emerging. The organizations or businesses that will still be rele

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

ant at this stage are the ones that can hold on to their customers. Rise up and hold on to your customer before the other man does, the business world is becoming mo

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

e competitive.

This is a publication of,

Emmanuel C. Ezenwa

Founder and chief executive-Winners concepts international.

No 32 block 20 makera kakuri kaduna south

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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Every successful office manager knows that the office, furniture or equipment is not necessarily the key to prosperity in the workplace, but the people working with them are more important.

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