Customer Satisfaction tracekey - What Our Customers Think About Us
Our customers’ opinions matter. That’s why not only our Customer Success and Sales teams stay in close and regular contact with them, but we also conduct an in-depth annual survey: Is there anything we can improve? What topics will be important over the next 12 months? This helps us prioritize, for example, which areas of development need more focus early on.
As in previous years, we surveyed our customers in 2024 to find out: How satisfied are they with tracekey and our software? What are their current concerns? And what are their wishes for the future? We’re very pleased with the feedback, because it provides valuable insights for our ongoing development.
Easy to Use, Big Impact
One of the clearest takeaways from the survey: Our customers say they appreciate the user-friendliness of our pharmaceutical serialization solution. Especially those who switched to us from other providers highlighted how intuitive our system is. Feedback ranged from “practical and simple design” to “there are no time-wasters in the system.” The variety in usage also reflects our diverse customer base: Some use our solution almost daily, others only about four times a year for specific projects. It works for all of them. We support both SMEs with niche products and globally operating companies.
Support When It’s Needed Most
Our Customer Success Team received particularly high praise. It was described as a “lifeline” whenever big questions arise. Customers frequently mentioned the value of personal contact, fast response times, and our collaborative approach. One comment summed it up nicely: “It resonates on a personal level with you.”
Recommendations Based on Conviction
We’re especially proud that all respondents said they would recommend tracekey. Many are already actively spreading the word, which is the highest compliment we could receive. We also received top marks for our overall performance as a service provider.
Current Topics and Customer Wishes
One topic that several customers are currently dealing with is the onboarding of new CMOs. Alert Management was also a recurring theme in both 2023 and 2024. Some customers invested a lot of time in fully understanding the complex EMVO processes, and our Alert Management Service provided helpful support.
Another request we heard more than once: More opportunities to connect with other companies in the industry. Our last customer event was well-received, and many are asking for another one. We take this feedback seriously.
International Developments
Our international presence continues to grow. With new markets such as Qatar, Saudi Arabia, Canada, and Indonesia, our customers – and therefore our target markets – are expanding. This supports our continued development as a reliable partner for serialization and compliance on a global scale.
Thank You for Your Feedback
We want to thank everyone who took part in the survey sincerely. The results show us what’s working well – and where we can continue to improve. If you’d like to learn more about our services, you can find detailed information on our website. You’re also welcome to request a demo of our software.
Customer Satisfaction 2023
In our tenth anniversary year of 2023, we consistently received positive feedback from our customers, both long-standing and new. They rated us an average of 4.9 out of 5 for satisfaction and the likelihood of recommending our services. Our customer support also received high praise.
“Your solution-oriented work is top.”
“On a human level, it just fits.”
“You can always contact tracekey, and you respond quickly.”
Customer Highlights from 2023/2024:
Throughout the year, we had numerous successful onboardings, dealt with daily serialization activities, and provided helpful software updates. Some noteworthy events from our customer interactions include:
– AMS Industry Insights webinar
– Integration of Russia as a new market
– Praise for the user-friendliness of mytracekey PHARMA
AMS Industry Insights webinar
We frequently engage in direct communication with our customers on various topics. One of the customer highlights in early 2024 was our online customer event focusing on alerts. The event included a retrospective on the early stages of serialization and alerts in 2019, as well as providing regulatory insights and tips on effectively utilizing the EMVO Alert Portal (EAMS).
New markets: Russia’s integration
Our customers often face the ongoing challenge of integrating new markets into their processes while adhering to all regulatory requirements. One of our customers was particularly pleased that we not only had a workable solution for their entry into the Russian market but also provided them with relevant information on the regulatory requirements.
User-friendliness of mytracekey PHARMA
Our software’s clear and logical design has impressed our new and long-standing customers. They appreciate the simple processes and workflows, making our platform easy to use. Our regular customer newsletter explains common or new workflows in a step-by-step manner. Customers find it very helpful, with one saying, “The newsletter is a beneficial addition to the releases.”
Customers value the ability to process multiple tasks simultaneously, known as bulk reporting. Recent software improvements have been widely praised for resulting in even more time savings.
Expectations for 2024/25:
Following the success of our AMS Industry Insights webinar, some customers are interested in revising their alert management processes. Additionally, some of them are preparing for the implementation of EU-FMD in Italy, Greece, and Switzerland. We’re happy to assist our new customers with this and other topics.
Customer Satisfaction 2022
As in previous years, we contacted our customers and asked them about their satisfaction with us in 2022. We wanted to know if they have some potential suggestions and comments. Based on these insights, we try to further improve our software solutions and services. We stay up-to-date and continue to be a reliable partner for our customers in meeting global compliance requirements.
As a Software as a Service company, we were particularly interested in feedback on the software, support, general suggestions for improvement, and special requests from participants. We also wanted to know which topics are of particular importance to our customers in 2023. Conducting this survey helps tracekey to engage with our customers and to design our software solutions as customer and user oriented as possible.
Customer feedback
Just like in the years before, we are very proud of the results of our satisfaction survey for 2022. 90% of our customers are “very satisfied” with tracekey solutions. An impressive 89% perceived tracekey’s support as “very satisfied” and every one of our customers would recommend us as a serialization provider. The following statements also reflect the customer’s satisfaction:
We are very satisfied. Very good support, good departments, helpful and quick responses. Support sometimes sees a report failure first and contacts us. This is very cooperative. – EU-Pharma B.V.
Excellent, impeccable. Help is given quickly. My best recommendations to the Customer Success team. – AOP Orphan Pharmaceuticals AG
The feedback for our software was also very good:
The mytracekey app is very easy to train. New employees quickly get an overview. Optimal for Stegemann, not too overloaded, easy to train, and clearly arranged. – Stegemann Lohnverpackung & Logistischer Service e.K.
Your software works so well that, if there is a problem, we totally freak out or panic because we have no routine with errors. – Waymade plc
A fast and efficient solution to our problem. – Lallemand Pharma Ltd.
We owe these outstanding results especially to our development and customer success teams. This feedback confirms once more the recurring good ratings of tracekey obtained during our tracekey customer satisfaction surveys in 2020 and 2021.
Topics for 2023
We also asked our customers what topics they want to prioritize in 2023. It turned out that some of our clients want to enter new markets in the future and are also aiming for growth in existing markets. Keywords such as “new markets and regulations”, “USA”, “UAE” and “onboarding new business partners” came up most frequently. This gave us insights into the key focus points for 2023 so that we can provide our customers with the best possible support in this area. The agile setup of our teams is of great benefit here. It allows us to respond flexibly and promptly to the needs of our customers. Handling alerts and the AMS service portal of EMVO were also mentioned. tracekey has already responded to this trend and is currently working on expanding the existing solutions and services to offer our customers even more support in the future.
We say “THANK YOU”
We want to thank our customers for the trust placed in us over the years. To be a reliable partner regarding the implementation of global compliance projects, the insights from the tracekey customer satisfaction surveys are enormously important. They help us to continuously develop our software solutions as well as our service. We value personal contact with our customers and are pleased that they share their thoughts and wishes (so honestly) with us – even those that sometimes find no place in everyday business.
Customer Satisfaction 2021
Our customers and the quality of our software solutions are of the utmost importance to us. This is why a customer satisfaction survey was conducted again this year. This way we find out how we can improve ourselves and our software and which topics are particularly important to our customers in 2022. In addition, we held another customer event to give our users the opportunity to exchange ideas directly with us and with each other.
Right at the start of 2022, we conducted our annual customer satisfaction survey. In addition, we implemented one of our customers’ wishes right at the beginning of the year: another customer event. At this event, we were not only able to present our plans for the coming months in regard to new features and further development of our services, but also offer our customers a platform for direct exchange among themselves.
Top grades for the tracekey support
After the already very good results from last year, we again received consistently positive feedback. An impressive 90% of the users of our mytracekey SaaS products are (very) satisfied (4/5 or 5/5 points) with tracekey and even 97% are satisfied with the tracekey support. Mostly the speed, efficiency, and friendliness of our Customer Success Team were emphasized. Just like in the last survey, 100% of the participants would recommend tracekey solutions to other companies. We also received praise for the regular updates of our systems.
In 2022, our customers consider topics such as alert management, serialization, and aggregation to be particularly important. They attach great importance to consistently good support, expansion into new markets and the regulations related to this, as well as the simplification of logistical processes. Furthermore, an increased focus on topics related to our UDI Manager is relevant to the survey participants and for the distant future the automation of serialization.
Customer Event 2022
Regardless of the topics, it was of great interest for the customers to get in contact with other people from the pharmaceutical industry. Therefore, we scheduled our second customer event for March 10, 2022. After a successful event in 2019, we switched from a live event to online this time.
EU-FMD and challenges
Within the customer event, the focus was on the ongoing implementation of the Falsified Medicines Directive (EU-FMD), as well as the resulting challenges and their possible solutions. Even though the implementation of the EU-FMD is nothing new for our customers, there are still some tasks ahead. Alert management and regular false alarms are frequently mentioned topics here. Other challenges within pharmaceutical companies were the maintenance of a business network, serialization as an ongoing responsibility, and the lack of qualified personnel. Our customers can solve many of these challenges with our help. For example, thanks to our network, we can act as a matchmaker or take over certain services through our expertise. For example, companies have less work to do in terms of adapting to new regulations.
Focus on service and customer
At the time of the previous customer event, our own service standards were already above the industry average and continue to be so. In addition, we have since seen the introduction of the tracekey Serialization Manager (TKSM). With the TKSM, customers can outsource the entire serialization process with tracekey PHARMA to us. Thanks to feedback from our customers at our customer event and the satisfaction survey, we are able to respond to and implement requirements such as these. Thus, we want to establish additional features that will reduce the complexity of the serialization process for our customers. In addition, one of our biggest topics is the gradual implementation of the UDI regulations and the expansion of our MedTech services.
After all the positive feedback at our customer event and survey, we would also like to thank you and hope to see you again soon. Next time maybe even live and in person.
Customer Satisfaction 2020
Through daily contact with our customers, we know in most cases which topics are currently important, whether certain features have priority or how satisfied our customers are with us overall. Nevertheless, it is important to ask further questions regularly. We did so in the customer retrospective 2020, and give a brief overview here for our customer satisfaction 2020.
“I think tracekey as a company as well as the software are excellent – a very coherent picture! The software works perfectly (which not every colleague in the industry – that uses several competitors’ products – can say), and it is super easy to use. We are more than happy that we have chosen tracekey!”
— Andreas Niedertscheider AOP Orphan Pharmaceuticals
Since the last customer satisfaction evaluation about 1.5 years ago, our customer base has grown significantly and become even more international. In addition to our main customer base in Europe, we now also have customers in India or Turkey.
100% would recommend tracekey
One thing has not changed in the past 1.5 years: our Customer Success Team still stands out in the ratings. 100% of our customers are (very) satisfied (4/5 or 5/5 points) and would recommend us. During the phone calls, the phrase “And please tell the support team how satisfied we are,” was heard often. Here, the short wire, and the fast, but the personal and uncomplicated manner of our employees are praised.
“What we appreciate most is that there are short lines, and if there’s a problem or a question, we get a quick response.”
— Ercan Batman, EU-Pharma
Our corporate and service culture is tailored to SMEs. This is another aspect that is positively acknowledged. Working with us at eye level and our way of tackling challenges are among tracekey’s major advantages, which differ us from other serialization providers.
“The mytracekey PHARMA User Interface looks good and structured.”
— Jessica Drake, Dolorgiet GmbH
mytracekey Pharma, Alerts, and HospitalDirect convince
The mytracekey products are also convincing, they are rated as clear and user-friendly. Our mytracekey PHARMA platform is constantly under development, to either respond to customer requests and needs or adapt and connect the software to new regulations. Of course, errors sneak in from time to time. But this is completely within the bounds of what is required, our customers say, and they also rate this point as satisfactory.
“The team members are always very polite, responsive, and they have excellent technical know-how.”
— Brendan Walsh, Mitsubishi Tanabe Pharma Europe
Daniel Althoff, Product Manager at tracekey, to our error culture: “Of course, new processes or functions in our software don’t always work without errors right from the start. What our customers appreciate is the way we deal with it. If something turns up, we look directly for uncomplicated and quick solutions.”
From Alert Management to Russia Serialization: The topics 2021 for our customers
Besides evaluating the customer satisfaction 2020 we also asked about key topics for 2021. While 2019 was still mainly about the first months in live operation and the experiences with the EU FMD, or EMVO and other stakeholders, our customers have entirely different topics for the coming months and years. One item on the wish list is to digitize their products. Furthermore, one key topic is to make further use of serialization and the corresponding data.
The most important thing for our customers is to expand into new markets with tracekey or to meet future regulations. Saudi Arabia and Brazil are the prioritized topics, along with Brexit, aggregation, or our Alert Management Service.
“About using the tracekey Alert Management System: nice cooperation between tracekey and Eureco, everything is clear and structured.”
— Jeanette Honders, Eureco-Pharma
We are glad about the positive feedback and start with a good feeling in 2021 to continue supporting our customers in the implementation of the EU FMD, DSCSA, serialization requirements in Russia or Saudi Arabia, and other major topics like alert management.