Case Study: Sanofi Spain achieves 50% faster issue processing and 100% visibility with Esker's Issue Management solution

Maintaining Customer Loyalty Thanks to Issue Management Automation

Sanofi Spain, a global healthcare leader, faced a challenge: while orders were already handled with Esker, customer service representatives were still processing claims manually using office tools. They could see issue volumes and types but had no visibility into which department owned each case, how long resolution took, or where delays occurred—making logistics-related claims hard to manage and threatening timely customer service and loyalty.

Sanofi implemented Esker’s issue management automation, tying every claim to orders/invoices, assigning types and responsible departments, and enabling department-to-department validation in a single interface with dashboards and configurable reports. The result: 50% faster issue processing, 100% visibility across the process, fewer errors, faster resolutions, improved traceability in the O2C cycle, easier audits, better decision-making, high user adoption and increased customer satisfaction.

Sanofi

Javier Fernández-Linares

Customer Service Manager