Case Study: Arkopharma boosts customer service and speeds responses with Genpact Cora SeQuence

Revitalizing the customer experience for Arkopharma

Arkopharma, a European leader in nutritional supplements, wanted to improve customer relationship management and reporting while maintaining its internationally recognized quality certification. The company needed a way to respond to customer inquiries faster and improve the customer experience without disrupting ongoing operations. Genpact helped Arkopharma address this challenge using the Cora SeQuence platform.

Genpact implemented a process-orchestration layer that connected Arkopharma’s existing CRM and enterprise systems, allowing customer data to be centralized and business processes to be analyzed, automated, and digitized. The solution went live in 16 weeks and delivered measurable impact: customer service responses became 40% faster, the sales team gained a single-screen view of key information, and Arkopharma achieved significant annual savings while continuing to meet certification requirements.

Arkopharma

Jean-Philippe Bianchi

Information Technology Project Manager