Case Study: Arkopharma achieves 40% faster customer response and €100,000 annual savings with Genpact Cora Orchestration

Improves Customer Experience (CX) with intelligent BPM software

Arkopharma, the European leader in phytotherapy and nutritional supplements operating in over 60 countries with more than 1,500 employees, faced a critical customer experience (CX) challenge: poor visibility into customer satisfaction and fragmented sales administration processes. To centralize customer contact data, improve reporting for ISO13485 compliance, and integrate with its SAP CRM and ERP systems, Arkopharma engaged Genpact Cora Orchestration to provide a process orchestration platform tailored to these needs.

Genpact Cora Orchestration implemented an agile BPM/process-orchestration solution that sat between Arkopharma’s SAP systems and CRM, allowing on-the-fly process changes and rapid rollout (live in 12–16 weeks). Since deployment the customer service team now handles about 800 calls per week, responds 40% faster to enquiries, and Arkopharma estimates annual savings of €100,000; the project was delivered on time and within budget by Genpact Cora Orchestration.

Arkopharma

Jean-Philippe Bianchi

Information Technology Project Manager