Dedicated Account Management

One Person. Your Success. Their Priority.

Tired of explaining your needs to a different person every time? Call centres, tickets, automated replies—none of it helps when you just need someone who knows your lab and gets things done.

Rotating call-centre staff
Ticket systems with no ownership
Automated responses that don’t solve
Repeating the same story every call
No accountability when things go wrong
Your Dedicated Account Manager: One Person Who Owns Your Success

Partner with Ocon and you get a single point of contact who acts like part of your team—responding in hours, not days, and proactively looking out for your lab.

Knows your lab, products, preferences, and goals
Responds fast (4-hour standard, 1-hour urgent)
Spots issues before they impact you

The Power of One Point of Contact

They know your business

Testing schedules, peak periods, compliance

Top 50 SKUs, usage patterns, alternatives

Who orders/approves, delivery & invoicing prefs

Past issues, savings found, long-term goals

Direct access, every time

Direct phone (no switchboard)

Direct email (no generic inbox)

Portal messaging + mobile for urgent issues

SLA: 4h standard • 1h urgent • Immediate critical

Proactive > Reactive

Usage monitoring & standing-order advice

Early supply-chain alerts & alternatives

Quarterly savings reviews & consolidation

Planning support for peaks & budgets

What You’ll Experience

1) Lightning-fast responses

Same-day quotes, quick product & pricing answers, expedited help on urgent issues.

2) Better solutions

Smarter alternatives, process improvements, and technical guidance that fit your context.

3) Real savings

€12,000+ average annual savings via consolidation, volume, alternatives, and fewer emergencies.

4) Time back

Save 6+ hours/week—no supplier chasing, no repeated explanations, no firefighting.

5) Peace of mind

Someone is watching your supply chain, warning you early, and owning outcomes.

Daily

Process orders & confirm stock

Track shipments & resolve issues

Answer product/technical queries

Deliver same-day quotes

Weekly

Review usage & upcoming needs

Coordinate deliveries & suppliers

Check in & gather feedback

Quarterly

Business review & KPI report

Identify savings & improvements

Plan budgets, volumes, roadmap

Experienced people, real ownership. Our account managers average 10+ years of industry experience, with ongoing training in products, compliance, and supply-chain best practice.

Getting Started

Assignment & Introduction (≤24h): You’re matched to a manager; intro call booked; direct contacts shared.
Account Setup (Week 1–2): History review, top SKUs, usage, approvals, delivery & invoicing prefs profiled.
Quick Wins (Week 2–4): Faster quotes, proactive comms, delivery optimisation, early savings.
Ongoing Partnership: Daily support, weekly monitoring, quarterly reviews, continuous improvement.

Dedicated AM vs. Call Centre

Feature	Ocon Dedicated AM	Typical Call Centre
Same person every time	Yes	No
Knows your business	Deep knowledge	Reads notes
Direct contact	Phone/email/chat	Switchboard
Response time	~2.5h avg	2–3 days
Proactive outreach	Weekly monitoring	Reactive
Savings focus	Quarterly reviews	Not owned
Decision authority	Has autonomy	Must escalate
Accountability	One owner	No ownership