Handling Customer Requests
Customer calls Rep for order update. These are the steps to follow to answer customer question.
What are:Look up order in CRM to find if shipped and tracking info. Check backorder report.If not there, email or Teams chat with Customer Care, include order # and request status update.
Who are QuVa, SCA, Leiters?
These are the GPOs FSS currently has contracts with. (3)
What are Premier, HPG, TRG?
These products are stored at East 2 in Wichita.
What are Phenylephrine bags, Norepinephrine, Oxytocin?
What is: Ask customer for concentration and fill volume. Ask for monthly usage. Ask for desired price point. Ask for clinical reason for request. Enter all into clickup.
These are top reasons customers prefer to buy from Fagron over competitors. (Name at least 3)
What is price, product portfolio, extended BUD, excellent customer service, knowledgeable Account Managers, global company, regulatory compliance, informative Marketing?
These are the GPO/IDNs that have formularies. (Name as least 3.)
Lifepoint, CHS, Kaiser, Sentara, Scion, Avera, CommonSpirit.
When products are ordered that are located in East 2, when will it ship if product is available?
What is Next Day because there is a day delay?
These are contacts for the following requests: 1) Product specific clinical use and product storage (list both Boston and Wichita contacts). 2) Bag is leaking, box was damaged, product was missing, other product issues.
Who is 1) FSSBostonProductionQuestions (for Boston)or FSSpharmacists (for Wichita) 2) FSS Customer Care?
Which competitors have differentiated products from FSS?
Wells Pharma - Indomethacin
Leiters- On Q pumps, Ropiv bags
QuVa- Diltiazem, Lido/Epi, CADD cassettes
Our Pharma- CADD cassettes
These are the dates for GPO contract expiration.
What is Premier June 2025?
What is HPG January 2026?
These are the documents required for New Account Setup.
What are Credit App, DEA license, Pharmacy License, Tax Exempt Form, SoCD, NASUF, Account Rep Form, Account Setup Checklist?
This is QuVa's annual sales number.
?
This is the revenue currently generated from Vizient accounts.
59M
These are Like for Like products we have in Boston and Wichita.
What is STS glyco, succinylcholine, norepinephrine, oxytocin, need more............
These are the commercially available suppliers and products that are competitive with FSS portfolio. Name at least 3.
Excela- Vancomycin (black box warning)
WG Critical - Norepinephrine - some complaints of bags leaking with inadequate quality response.
Nexus - Emerphed pre filled syringe
Baxter - Norepinephrine (D5W)
This is the number of accounts in total for HPG and Premier GPOs.
Ask Nate/Dave
These are the states that are NOT currently licensed for Boston Products.
What are NY, GA, CA, AK, VA, MI, WI, AR, MS, NV, AL, ND?