Customer Relationship Management
Customer Relationship Management at a Glance
MEGA manages customer relationships through product responsibility, customer engagement, customer satisfaction surveys, health education, regulatory compliance, product quality systems, pharmacovigilance and digital connection.
- Customer satisfaction survey sample
- Countries with branded products sales
- Total product registrations worldwide
- Total registrations outside Thailand
- Registrations in Thailand
- Unique products
Challenges and Opportunities
Customer expectations in healthcare are changing.
Customers expect reliable service, good quality products, timely response, responsible business practices, accurate product information and stronger digital connection. Consumers and patients also need health knowledge that helps them understand prevention, lifestyle choices and responsible product use.
For MEGA, these expectations create a responsibility to manage customer relationships beyond transactions. Our customers need products and services they can rely on. Consumers need trustworthy information. Healthcare professionals need responsible engagement and product-related support. Business partners need collaboration that helps them serve markets better.
The opportunity is to build a deeper customer relationship platform. By combining customer satisfaction surveys, regular visits, knowledge-building programs, training, health education, product stewardship, pharmacovigilance and information technology applications, MEGA can strengthen trust and improve how we serve customers and consumers over time.
Customers expect good quality products and reliable service across different markets.
Strengthen product stewardship, regulatory compliance and quality systems to build customer trust and product confidence.
Customers and healthcare professionals expect responsible business conduct and responsible communication.
Apply the Business Ethics and Code of Conduct, Marketing Code of Conduct and customer engagement practices to support responsible relationship management.
Customers and consumers need practical product knowledge and reliable health information.
Expand knowledge-building programs, training and health education to improve awareness and responsible product use.
Customers expect their feedback to be heard and followed up.
Use customer satisfaction surveys, Customer Care Team review and follow-up to support continuous improvement.
Customers and consumers are increasingly connected through digital channels.
Improve information technology applications connecting MEGA, customers and consumers to strengthen access, engagement and service.
Patients and consumers need channels to report product-related safety concerns.
Maintain pharmacovigilance Standard Operating Procedures, hotlines and email IDs to monitor product-related concerns and support product safety.
Why Customer Relationship Management Matters to MEGA
Customer relationship management is central to MEGA’s business because our products and services are connected to human health. MEGA identifies Product Stewardship and Customer Satisfaction as a material social topic, with a focus on ensuring that products and services meet customer expectations and that the feedback system is functional.
Customer relationship also links directly to MEGA’s commitment to availability and affordability of medicines. Good customer relationships help us understand market needs, customer challenges, consumer health conditions and expectations for product quality and service. This helps MEGA improve how we support customers and how we contribute to human wellness in the markets where we operate.
For a healthcare and wellness company, trust must be earned through more than product availability. It requires quality, regulatory compliance, accurate information, responsible communication, safety monitoring, responsive feedback channels and continuous improvement. MEGA therefore connects customer relationship management with product stewardship, customer satisfaction, pharmacovigilance, product education and responsible business conduct.
Our Customer Relationship Management Approach
MEGA manages customer relationships through a combination of engagement, education, feedback, product responsibility and digital connection. This approach reflects the way our business operates across both Mega We Care™ branded products and Maxxcare™ distribution services. Customer engagement begins with regular contact. MEGA engages customers through visits, knowledge-building programs, training and development activities. These channels help us understand customer expectations and support responsible business practices and collaboration
Customer feedback is managed through satisfaction surveys and follow-up. For Maxxcare™, customer satisfaction is collected through a Customer Satisfaction Survey Form, with collection directly done by Delivery Man and summary and analysis by the Customer Care Team. The purpose is not only to collect responses, but to understand the outcome and improve future performance.
Product stewardship supports the relationship with customers, consumers, patients, regulators and healthcare professionals. MEGA’s Regulatory Affairs team, quality systems, GMP compliance, product registration process, pharmacovigilance program and responsible marketing controls help ensure that customer relationships are supported by quality, safety and compliance.
Technology is also part of the future of customer relationship management. MEGA aims to improve information technology applications connecting MEGA, customers and consumers on the same platform. This supports stronger engagement, better communication and improved connection across the healthcare ecosystem.
Customer Engagement and Education
MEGA’s customer relationship approach includes education and awareness of products, MEGA facilities and consumers’ health conditions. This helps customers understand not only what MEGA offers, but also the health needs and service expectations behind those products.
MEGA also supports prevention of disease by educating customers and consumers on healthy lifestyle. This is important because the Company’s purpose is not limited to providing products. MEGA also promotes health awareness and practical knowledge that can help people make better health decisions.
Product Stewardship and Customer Trust
Product responsibility and responsible business practices are the backbone of MEGA’s existence. Customer trust depends on products that are safe, compliant, properly registered, manufactured under quality standards and supported by accurate information.
MEGA’s Regulatory Affairs team is led by the Global Head-Regulatory Affairs and includes more than 150 people worldwide with technical qualifications, including Ph.D. level. The team conducts dossier preparation for self-formulated and manufactured products, dossier audits for third-party sourcing, and product registration applications across more than 34 countries.
As of 31 December 2025, MEGA had 4,405 total registrations worldwide, including 3,002 registrations outside Thailand and 1,403 registrations in Thailand. MEGA also had 1,438 unique products across nutraceutical, OTC and prescription categories.
These systems support customer relationship because they help MEGA provide products and services that customers, consumers, patients, regulators and healthcare professionals can trust.
Quality, Safety and Pharmacovigilance
Customer relationship in healthcare must include product safety and responsiveness. MEGA follows a risk-based approach for quality assurance and a robust quality control process after manufacturing, including testing samples and storing samples. Risk-based regulatory control processes support compliance with law, safety for use, prevention of contamination and cross-contamination, control of potency variation, and prevention of mislabeling or adulteration.
MEGA’s manufacturing facilities in Thailand, Australia and Indonesia comply with PIC/S guidelines and are periodically audited by regulatory authorities from various countries. MEGA also maintains a pharmacovigilance program with Standard Operating Procedures, hotlines and email IDs for consumers and healthcare professionals.
Responsible Communication, Marketing Conduct and Product Labelling
Responsible communication is part of how MEGA builds customer trust. As a healthcare and wellness company, we recognize that product information, promotional materials, customer engagement and communication with healthcare professionals must be managed with care, accuracy and integrity.
MEGA’s Marketing Code of Conduct guides how we conduct marketing practices and engage with healthcare professionals, hospitals, patient organizations, medical representatives and other relevant parties. The Code covers areas such as gifts to healthcare professionals, promotional aids, items of medical utility, samples, patient education and support, promotional materials, product-related claims, off-label claims, symposia and congresses.
Responsible marketing also means that product communication must not create misunderstanding. MEGA manages risks related to excessive or false off-label claims through controls on off-label claims, regulatory audit schedules, compliance with quality standards, pharmacovigilance procedures and the Marketing Code of Conduct. These controls help ensure that product information and customer communication remain aligned with regulatory requirements, product stewardship and responsible business conduct.
Product labelling is another important part of customer trust. MEGA recognizes that improper or inaccurate labelling, inadequate warnings, or insufficient or misleading disclosure of side effects may create product liability, recall and customer safety risks. The Company therefore connects labelling control with regulatory compliance, product registration, packaging / labelling controls, quality assurance, quality control, and pharmacovigilance channels for consumers and healthcare professionals.
MEGA also protects customer and business information. Customer data, trade terms, commercial details and related information are treated as proprietary information. Employees are expected not to disclose such information without approval, not to use it for personal benefit, and to maintain confidentiality even after leaving MEGA. As MEGA improves information technology applications connecting MEGA, customers and consumers, data secrecy and personal data privacy remain important
Disclosed Target / Management Focus
MEGA’s customer relationship management targets and management focus areas are connected to satisfaction, digital connection, sales engagement, online fulfillment and product and health awareness.
Maintain targets for customer satisfaction according to scores and methodology set by each market / business segment.
Continue collecting, summarizing, analyzing and following up customer satisfaction survey outcomes.
Improve information technology applications connecting MEGA, customers and consumers.
Build greater sales engagement with customers.
Build online sales and fulfillment capability.
Improve product and health awareness through customer education and consumer health education.
Continue strengthening regulatory compliance, quality assurance, product registration, GMP compliance and pharmacovigilance.
Continue applying responsible communication expectations, including Marketing Code of Conduct and confidentiality of customer information.
