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Customer Experience & Service Excellence
Pharma
On-site CSAT up 20% as email loops fall from 15 to 5 across CDMO operations
+20%
15 -> 5
On-site CSAT
Email thread length
The challenge
Specification mismatches, unclear instructions and long email loops slowed project execution across sites, with mixed proficiency causing inconsistent tone and avoidable back-and-forth.
The approach
A metrics-led Business and Email Communication programme tailored to CDMO operations introduced BLUF, GRACE and 6S writing frameworks for technical updates, deviation reports and customer requests.
The result
On-site CSAT rose 20% and email thread length dropped from 15 to 5, moving teams to a unified business-ready standard and strengthening client confidence.
A pharma manufacturer
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