Customer Service Center (CSC) established as a Value Added Service of the company through the latest information technology utilizations such as SAP, Call Center System, Voice Recording System, etc. CSC Department role is not only receiving customer order, but will proactively call customer to get customer order as well.  In PT Parazelsus Indonesia, CSC Department is the newest department under Operations Division whereas their main roles are the following:
(a) Order Processing,
(b) Discount Management,
(c) Credit Control,
(d) Customer Complaint Handling, and
(e) Customer Relationship Management.

We started this CSC project by integrating all of Jakarta’s Customer Service Officer (CSO) on 1^st March 2009 by utilizing the existing SAP. All Jakarta’s CSO integration has been done smoothly without any significant issues. 

The second step of CSC Project is aligning with SAP Project, which are CSO will work using SAP Upgrade version ECC 6. The third step of the project basically is integrating all Java Island CSO under one umbrella in Head Office which is targeted to go live in 1 September 2009. The final step or the fourth step is integrating all CSO nationwide on next December 2009.

Vision of CSC PT Parazelsus Indonesia is to become the best managed Customer Service Center among Indonesian Pharmaceutical Distributors. Therefore CSC Department set up the following programs, i.e.
(1) strengthen CSC organization structure,
(2) establish and implementing strong Standard Operating Procedures,
(3) creating competence based on SAP,
(4) conducting internal and external survey in order to improve customer service continuously. 

We realize that training for CSO need to be performed periodically and continuously in accordance with the objective of CSC establishment. It will be managed mostly by internal resource as well as from external parties. From the hard ware point of view, CSC will be equipped by the best and advance technology with user friendly program or menu.