Our Customer Base

• Positioned as partner of choice for top pharma companies
• Over 4.2 Lakh outlets in India Consumer Products
• Over 5,500 hospitals around the world under Global Pharma product business
• In Healthcare Insights and Analytics, 48 of the top 50 life sciences companies, 18 of the top 20 medical device companies, and 8 of the top 10 US payers and top US health systems
• 175+ real estate developers (including mid-market clients) in major cities of India
• 28 corporate borrower groups on the CFG platform

PEL has evolved from being product-centric to customer-centric, while improving processes, communications and project management. This enables the Company to better understand and predict customer needs. While the Company continues to rely on the quality and uniqueness of its products and services, it is able to differentiate itself across end-to-end customer experience.

Process

Voice of customers, employees, processes, and businesses are gauged to gather the Customer Experience (CX). Insights through various channels such as CSI (Customer satisfaction index) surveys*, internal partner surveys, customer calls, workshops etc. are compiled and based on the same, an action plan is designed to focus on the identified key areas.

Note:
*PEL's customer satisfaction surveys have been designed to understand the importance of delivery, quality, service, people, innovation and value in the minds of the customers engaged with the Company in Global Pharma services business.
1. CSI - Customer Satisfaction Index Analysis, 2. NPS - Net Promoter Score
3. IPSAT - Internal Partner Satisfaction 4. CC - Core Competencies