Customer Service:Customer Application

Overview

A Customer is an organization that uniPHARM believes will benefit from the goods and services offered by the company. A customer could fall into 3 customer groups:

1. Shareholders (will be purchasing a share with uniPHARM)
2. Associated members (will not be purchasing a share but is generally given shareholder pricing)
3. Customers (will not be purchasing a share and has only customer pricing)

Shareholders represent the best market for future sales. They are required to be compliant (they must purchase all pharmaceuticals with uniPHARM). After customer service has obtained the customer application, the shareholder approval and orientation process will be completed by the General Manager and the Manager, Finance.

Former Shareholders or Customers - consists of those who have formerly had relations with uniPHARM typically through a previous purchase. Since they have been inactivated, they are required to fill out a new customer application. If they are approved and there is no change in ownership or principals, the Finance department may re-activate the existing account.

Potential Customers - consists of those who have yet to purchase but possess what uniPHARM believes are the requirements to eventually become Existing Customers. The requirements to become a customer include meeting daily order minimums, location, type of business and financial means.

Customer Application Emailed

1. Screen potential customer prior to emailing customer application to ensure the potential customer is able to meet our terms and conditions. T&C.
2. Check to make sure they do not have an existing account. If there is an existing account which has been inactivated, a new customer application will be required and if approved, the same account number could be used if there has been no change in ownership and principals.
3. If the company has been in business less than 1 year, a General Security Agreement (GSA) & Guarantee Agreement (GA) must be completed. uniPHARM will use the GSA & GA to register the company on BC Online under Personal Property Security ACT (PPSA).GSA ).GA .
4. Email application form to potential customer Customer Application.
5. Email narcotic authorization form if the company is a pharmacy Narcotic Form.
6. Create a Hotline Incident under account (11087); enter contact, tel#, and any additional notes). Problem: NAR, Resolution: NAC; Status: NAR.
7. If the customer application has not been returned within a week, follow-up and close the Hotline if the potential customer has decided not to submit a customer application. Enter notes into Hotline Incident and change status to NAC.

Customer Application Returned

1. Review customer application and documents for missing information (i.e. PST#, incorporation data, banking, trade references, etc) and obtain information if missing.
2. Write Hotline # on customer application.
3. Enter additional notes into Hotline Incident and change handler to Manager, Finance. If the Manager, Finance is not available change handler to General Accountant.
4. Forward all documents to the Manager, Finance.

Customer Account Activated

1. When email is received from the Manager, Finance announcing the new account, contact the new customer and provide the new customer with account number and the terms of conditions T&C.
2. Direct the customer to web account for information on returns policy Returns Policy.
3. Direct the customer to web account for information on cutoffs Cutoffs.
4. Advise the store the best way to order is to use our web ordering system. Our Information Systems department (IS) can be contacted at 604-276-5218 or 1-800-665-9776 and would be happy to set them up and provide them initial training.
5. Enter any additional notes into the Hotline Incident and change the status to NAC.