Waking Up Those Sleeping Customers in Europe

As the global pandemic continued into spring, the EMEA Customer Care and Internal Reimbursement Teams had an idea. They had never done any cold calling but wondered what might happen  if they started to call on customers who had not ordered EXOGEN or DUROLANE from Bioventus in the last 12 months?

“We wanted to assist the sales team in these difficult times. We are all one team working together on one goal,” said Stephan Psyk, Manager of Customer Care, International.

The team first worked with various country managers to identify those customers that could be contacted. It was agreed they would call on customers in the United Kingdom, Ireland, Germany, Poland, Italy and Belgium that had not ordered any Bioventus products since May 2019. The team would then see if they could open up some opportunities that the field sales team would close.

“We began work in the middle of the lock down period in May,” said Stephan. “We decided to call the project Snow White because we want to wake up existing customers from their sleep; and hopefully generate some additional sales.”

Different team members of the Customer Care and Internal Reimbursement Teams are on the Snow White project IR team and include: Klaudia Cur and James Kuharenoks who call on customers in the UK and Ireland, Gabriela Harth who has Germany, Dagna Sroczynska is focused on Poland, Mirko Milano has Italy and JP Rijntjes calls on customers in Belgium.

“So far we’ve had lots of positive feedback and it’s great to hear how satisfied individual customers are with EXOGEN and DUROLANE,” reports Stephan. “We were also able to generate the first orders for Italy and Poland and I am proud what we have achieved so far!”

The team will press on through August and close out the Snow White project on September 30. Depending on how successful it is, the team may explore and identify other possibilities to continue to grow sales with these smaller and often overlooked customers.