Our Tele-sales team is fully dedicated. We have more than 1000 well trained and prepared team. The team gives attention to the product during its launch; through certain periods, or when research shows high sales potential. By offering promotions according to suppliers’ schemes; dedicated telesales contact pharmacists exclusively for the featured products.

We developed a new unique digital transformation solution to all our customers each targeted a differentiation points of connection and achieve the best customer experience in the pharmaceutical distribution industry. Mobile app is one of the main and major digital product. We have 50K customer registered with average of +10K monthly orders, 25K monthly active users that enjoy our digital services (Online Ordering, Expiry Entry, Promotions Navigation, statements and invoices Revision ….) covered 5 regions (Whole Egyptian Market).

We believe that our customers continuous support is a very crucial role, that's why we are always seeking to customer feedback for continually improving our services. Customers can share their concerns and feedback by calling our hotline at 16017. Our enthusiastic customer service unit is always available to provide the highest quality support. When a customer makes a complaint, we work to immediately identify and address the problem, going to all necessary lengths to provide a quick and satisfactory solution. Our business developers, supervisors and branch managers are always on hand to help in resolving issues. After providing an initial solution, our representatives conduct follow-up calls with customers to ensure continuous satisfaction. We also use CRM tools to collect information about specific issues and ensure that they never happen again.

The customer order will be released to the WMS (Warehouse Management System). The Handheld is used to link each order picking box via box barcode and the picking boxes are moved on the conveyer Items are settled in the warehouse based on preset warehouse locations. Pickers are assigned to warehouse picking areas and the handheld are used to link between the warehouse picking areas and pickers IDs. The Picker scans the picking box barcode on the conveyor and the location of the required first order item appears on the handheld screen. The picker scans location barcode and the required quantity with required batch number and expire date appears on the screen.

In control area, the picker counts the total order quantity while packing the products in a suitable bags or boxes. The picker records the counted figure on the WMS and if it matches the order total quantity figure, the picking cycle closes and a detailed receipt with picked order will be printed out automatically. The receipt is attached to the packed order, then sealed. The sealed order is passed to dispatch area. Orders are being scanned in the dispatch area to ensure that all of the area trip orders were picked and reached the dispatch area. The trip orders are received by the area distributor.

ibnsina-pharma core service is the distribution of pharmaceutical and cosmetics products from hundreds of manufacturers and suppliers to pharmacies and hospitals nationwide. Our fast and efficient delivery fleet serves our customers through an average of 700 delivery rounds each day. All vehicles are GPS-equipped to ensure the security of our products and allow for careful tracking of all shipments.

We developed an efficient and effective product return process that ensures the preservation of products and prevents the development of counterfeit products in the market so that our customers would not need to worry about over-ordering products. Our team is always ready to collect product returns and subtract them from future invoices with full respect to our agreements with manufacturers and suppliers.

Customer service Team is available from 9 AM till 12 AM on daily basis to support & deliver immediate Feedback to Suppliers about any inquiries regarding the Field Force App. Taking orders by Telesales team is available from 9 AM till 2 AM on daily basis to support customer needs and immediate feedback for Orders, Quota and Shortages. Customer service Team is also providing immediate action and handling complaints related to IbnSina Digital product (IbnSina Mobile app ).

With the professional Customer Care Team who specialized & Dedicated in handling Pharmacies complaints, you are more than welcome to call us now 16017 to describe the case so that we can deliver immediate necessary support and follow up till the end of the case with solution that gran highest level of customer satisfaction.