Services
Delivering excellence in healthcare
Our DKSH Healthcare Alliance gives principal companies the opportunity to establish or broaden their market presence without huge capital expenditure. By using our facilities, our partners avoid spending resources on expensive infrastructure, while still enjoying full market representation. In addition, we provide the marketing know-how, expert sales teams, and comprehensive business plans to help boost corporate performance, with resources available at your fingertips.
The DKSH Healthcare Alliance covers a broad footprint in Thailand’s healthcare market, including ethical pharmaceuticals, diagnostics, devices, medical supplies, dental, OTC, and consumer health products. We have executives, sales and product managers, and sales representatives with the experience and expertise to promote sales across all medical and OTC channels.
They work with enhanced productivity thanks to our unique IT tool, EchoPLUS, which provides instant access to data and planning support. You can always view the results, since our internet portal provides you with access to the latest information on your stock, sales, field force movements, and delivery performance. Our unique “value chain transparency” helps you to make the best decisions possible.
Customized solutions
Our services are designed to fit the individual needs of each partner. Some companies require a fully outsourced solution, under which DKSH Healthcare Alliance provides full marketing and sales services. Others desire a more selective approach, in which case we can deliver either channel- or product-specific support or non-exclusive sales teams.
Our success - and yours - comes from our long-term presence here. While remaining true to our Swiss roots, we are firmly planted in the mainstream of the Thai business world. We never forget that our business is done locally. Our workforce is nearly all Thai, and what we do touches the lives of Thai people every day.
Services
As every company knows, effective marketing involves more than just a product: success is often determined just as much by the people behind the sales. DKSH Thailand invests heavily in its teams of field specialists, who are all experts in medical detailing, and sales and marketing.
We support our people with extensive in-house training, backed up by our unique market intelligence-gathering and motivational incentive plans. In the field, we support our teams with professional managers, state-of-the-art technology, and great hardware. For example, EchoPLUS is our unique IT tool providing access to data and planning support. We have the only fully air-conditioned fleet in the Thai healthcare market, along with excellent collection capabilities.
Proven sales and marketing success
Principal companies count on us for contract sales and marketing services across multiple channels, using exclusive or non-exclusive sales teams. Our services cover pharmaceuticals (both medical and OTC), consumer health, medical devices, and dental channels - the widest customer coverage available. All sales and marketing teams enjoy a strong, proven track record of success. And their success is your success.
Long-term relationships, high customer satisfaction
Our investment in people is rewarded with a low turnover rate and long tenure among our staff. This translates into stronger relationships with our principals and their customers, and more knowledgeable and effective sales teams, who continuously earn high marks in customer satisfaction surveys. They know how to help new overseas partners establish themselves in the Thai market, and how to expand existing markets for current providers.
We are experienced at smoothly integrating new businesses. Let us show you how.
Our service doesn’t stop once a product is delivered. We provide numerous channels for effective collection, including counter and ATM transfers, as well as telephone and internet banking with four leading financial institutions with over 9,000 branches nationwide: Bangkok Bank, Kasikorn Bank, Krungthai, and Siam Commercial Bank. In addition, more than 4,000 7-Eleven branches with online facilities accept payments, as well as over 1,100 post offices through the Pay at Post program.
On-going support
Our sales teams and customer call center provide education, service, and support for all the products we represent, from answering queries to handling returned, damaged, or expired stock. We work with our partners as the extended arm of their brands and products. In doing so, we reflect the quality of the brands toward the end-consumer, who can trust our knowledge and service.
Your partner in Thailand
They trust us, and you can, too. With an entrepreneurial drive and spirit that drives us to go beyond the call in everything we do, DKSH Thailand benefits clients and customers. Our long-term success at expanding markets is due to our leadership, global network, and infrastructure that is unique in its size and depth - all tied to our local roots. When it comes to growing success, DKSH is your true and responsible partner in Thailand.
Our job at DKSH Thailand is to safeguard and expand the business of our partners. They have entrusted us with their products and brands, and the DKSH Healthcare Logistics unit delivers on their trust with a complete order fulfillment process that combines people, technology, and processes.
Experienced people – advanced technology
By melding logistics, call centre, warehousing, and distribution into a single team, DKSH Healthcare Logistics has created an efficient, reliable, and transparent supply chain function of unmatched quality to serve our clients and customers. It’s a perfect blend of the most experienced people and advanced technology.
Customer care center
For many customers, it begins by simply dialing “1364”, to reach our customer care center. Customers talk with professional staff committed to speed, accuracy, responsibility, and continuous improvement. More than an order-taking service, our customer care center is a one-stop shop for all customer needs, including basic product information and enquiry management. Our teams are trained to provide the right information the first time, every time.
You can be assured of the highest standards of customer care. We use state-of-the-art call-center technology, including voice logger and pop-up phone-number recognition, to provide speed and convenience to all customers. Each highly trained agent’s phone manner, service attitude, and product knowledge are monitored, and our CRM system holds contact records on any service issues for maximum transparency and speed of resolution.
Acknowledged excellence
To attract and retain the best agents, we benchmark against local and global industries to learn and acquire the best practices. In 2007, we won first runner-up in the corporate category of the National Contact Center Award of Thailand competition, and top place in the individual category in the same year and 2008. Potential new agents go through a rigorous screening process followed, by ten to twelve weeks of intensive training. All agents are incentivized based on their call-quality scores to ensure that they pay attention to the smallest details that matter to our customers.
In the event of disaster or other situation restricting access to the office, the customer call center has an on-call recovery site outside Bangkok. The site can be up and running within 24 hours after our Business Continuity Plan is activated.
Healthcare distribution center
Once orders are placed, our technology delivers. The DKSH Healthcare distribution center links over 50 multinational companies to more than 40,000 customers. Located near expressways and ring roads, it is supported by five provincial depots throughout Thailand, and protected by round-the-clock, on-site security backed by a closed-circuit TV surveillance system. Sophisticated fire detection and prevention systems include an underground water tank guaranteeing 45 minutes of uninterrupted sprinkler operation.
Our 44,000 sqm facility - with ISO and GMP certification - stores more than 20,500 SKUs. Cooled and frozen products are stored separately from the main warehouse, with cold-chain deliveries expedited using a polystyrene carton combined with gel pack or ice pack in line with product specifications. This ensures a temperature of between two and eight degrees for up to 48 hours from the time of dispatch.
Warehouse management system
We employ a warehouse management system that can process more than 7,000 invoices a day. Order status is monitored through the picking, packing, loading, in-transit, and confirmation stages of the delivery process, with on-line access for all clients. Our system allows for check weighing on receiving, lot control, and first-expired-first-out inventory management. This “virtual warehouse” facilitates the management of returned, damaged, or expired stock.
Our processes are fully documented and maintain ISO & GMP certification, ensuring the highest possible quality. Our physical distribution network is the industry’s best in Thailand, the result of our proactive work in the interests of our clients as a true and
DKSH Innoreg is a regulatory and administrative service provider that helps our clients enter the Thai market rapidly and successfully - and prosper here. This is part of what makes DKSH the intelligent choice: we go the extra mile for our business partners in everything we do.
We provide registration services for pharmaceutical and OTC products, medical devices, health foods, and cosmetics. In addition, we can help with all aspects of Thailand’s regulatory environment, including:
Post-marketing amendment applications
Ongoing liaison with regulatory authorities
Translations
Interpretation/representation
Regulatory education and training
Registration of intellectual property rights including patent protection
Applications for the transfer of technology and/or sourcing/manufacturing
