Main Subject - Business

It amazes me that in this day and age how some companies still do not understand the importance of good customer service. It seems many are focused more on sav

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

ing money and less on keeping customers happy. Customer satisfaction leads to continued business, referrals, and customer loyality. Inadequate customer service

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

does the exact opposite and ends up being an enormous burden on a company, which in the end will cost more in future sales and lost customers than what would h

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

ve been saved in reducing support costs.

Here is a perfect example. About six months ago I switched my telephone service over to a popular Voice-Over-IP provi

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

der. The savings for my family was be about $50 a month and with the explosion of cell phones, we have become less and less dependent on our home service anywa

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

.

It started out great, the representative that helped with the setup was terrific and the service worked just fine. A couple of months later I ran into a pro

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

lem and the only way the company allowed me to contact customer service was by calling their technical support line. Personally I would rather email my issue t

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

o the company because I like putting things in writing. There is less chance for confusion and it leaves a paper trail of what the problem was and the steps ta

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

en to resolve it.

Anyway, my call was transferred overseas to the company's support center. The representative was very fluent in English, but his accent was

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

o thick I often had to ask him repeat himself. The real problem was not the accent though, it was his complete inability to help me with my problem. I would st

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

te the problem and the actions I took to try to correct it. He would then state what I needed to do, even though I had already done it. It was if he was just r

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

eading from a troubleshooting manual and not interacting with me at all. It was incredibly frustrating, so I ended the call and tried again with another rep. S

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

me result. This happened on three separate calls and there was obviously a pattern.

After that experience, I got online and searched the Internet for other pe

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

ple's experiences with this company (something I should have done before I switched). I was amazing at how many people had taken the time to write about how ba

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

d this company's customer support was. I couldn't believe it.

After this ordeal I decided to cancel my service with this company. When I called to do it, the

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

oman I dealt with (from the United States) was incredibly gracious. She asked why I wanted to cancel and tried to convince me to stay. I told her that if I had

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

dealt with someone like her initially I would have stayed regardless of the problems I encountered, but I stated her company's customer service was so bad, the

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

re was no way I could continue doing business with them or recommend them to anyone else.

It is really too bad, this company's technology is absolutely terrif

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

c, but technology alone does not make a great company. The company I switched to was also a VoIP provider and while their technology is not as good, their cust

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

mer service makes up for it. Problems don't happen often, but they do happen and the company that can make those problems the least painful are tops in my book

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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You probably went through a pre employment background check before you landed your current job. Anybody who wants to find a job often goes through a pre employment background check before being hired for any position. These checks are being done because the employers need to learn about the ilk of individuals they're hiring.

As someone new to the working world it makes sense to internalize these effective work habits to increase your chances of success.

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