- All types of technical queries related to product pre-and post-sales
- Handled by CSC Technical team
Customer Service Excellence
Dr. Reddy’s API Customer Service Team (CSC) plays a pivotal role in ensuring seamless operations and customer satisfaction. Acting as a strategic link between customers, business teams, and stakeholders, CSC ensures timely support through:
- Defined SLAs for fast query and sample turnaround.
- Cross-functional coordination across technical, commercial, and quality domains
- Region-specific engagement for tailored customer solutions
The team includes:
- Customer Service Specialists – managing order-to-cash processes
- Technical Experts – addressing quality and regulatory queries
- Program Managers – supporting specialized needs like particle engineering
True to our brand promise, CSC builds long-term partnerships, adding value throughout product development and commercialization.
FAQs
The CSC team represents all API units of Dr. Reddy’s, and acts as the single point of contact to customers across various geographies.
Enquiry to Order
Technical Queries and Product Information
Order to Cash
Commercial Queries and order processing
- All types of commercial queries related to product pre-and post-sales
- Handled by CSC Commercial team
There are two verticals in the customer service team:
CSC Technical team
- Manages the journey in addressing all queries (includes organizing required documents/samples/impurities for qualification) from enquiry to the receipt of order, and solves any further issues that customers face during Dr. Reddy’s API usage.
- Pre and Post sale queries – Updates on delays, complaints, technical specifications, documentation, quality, regulatory support in dossier filling, and customer dispatch issues with the product.
CSC Commercial team
- Manages the journey from receipt of order to cash cycle, discussion with manufacturing team, and order updates.
- Provides delivery date and time for purchase orders as well as periodic updates on deliverables.
Dr. Reddy’s Customer Service Platform
Dr. Reddy’s Customer Engagement Platform offers a seamless experience for API sourcing
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