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Update nowPaul Frith, Director and Co-founder of Rubica shares insights and thoughts on becoming a finalist in the 2019 Customer Experience Awards, under the category: Business Change & Transformation following Rubica’s work with Sanofi UK.
We are so pleased to be a finalist in this year’s Customer Experience Awards (CXA). This is our first year entering the awards, and to be recognised as a finalist is just brilliant – especially given some of the other companies that were in the running!
Whilst it is a great achievement for us, it is also a huge acknowledgement of Sanofi’s focus and commitment to its customers, and the changes they are making to how they are working with customers to achieve common goals together that better supports the NHS and its patients.
We have become a finalist in a key category this year: Business Change & Transformation.
The project came about following Sanofi’s Primary Care Business Unit (PCBU) needing to respond to an increasingly challenging landscape: customers were experiencing rising demand for medicines and increasing cost pressures, but still needed to deliver better value and improved outcomes for patients.
Sanofi PCBU asked Rubica to help them overcome this challenge by implementing Key Account Excellence (KAE) whilst they also set the business on a transformation journey to become a Key Account Organisation (KAO).
KAE would change and transform Sanofi PCBU’s culture and ways of working at a leadership, manager and individual level to ultimately build stronger, more influential customer relationships, a profitable and sustainable future for Sanofi – fulfilling its mission: “We Help Our Customers Help Their Patients Enjoy a Better Life”
Our approach was multi-faceted and looked to fulfil 4 key objectives:
Significant results were and continue to be experienced across the business, which has subsequently led to a broader roll-out organisation-wide. Results include:
It’s brought awareness and has increased uptake. Uptake would have been slower without the rep. Their constant reminder of referral pathways, data, prescribing, patient identification has all contributed to more use of the drug in our hospital.
As a result of our Key Account Excellence journey with Rubica, our organisation is more focused and has a new confidence and ability to make informed, comfortable decisions around how we approach our accounts and best focus our energy, resources and time to deliver a win: win for us and our customers.
Throughout the journey Rubica have felt like part of our team. They have taken the time to really understand what we were aiming to achieve, and through their knowledge of what good Key Account Excellence looks like, have challenged and worked tirelessly to help get us there.
The whole Rubica team have added a huge amount of value and have been instrumental in accelerating the journey at Sanofi.
– Karen Stoddart, Head of CV Franchise
I’m proud to have seen a cultural shift in the way our field teams have embraced this new way of working. We don’t focus on coverage and frequency any more. Instead, our teams are empowered to focus on their key accounts and get the best results for our key brands. It’s gratifying to see people becoming more confident about sharing best practice and taking responsibility for building their own business plans. This project represents a quantum leap in terms of ownership and empowerment for our account executives.
– Tunde Falode, DCV General Manager, Sanofi
We can help you build the confidence, capabilities, mind-sets and behaviours that will bring your customer closer.