At Obelis, becoming a client is the start of a long relationship rather than a single transaction. As your trusted partner for reaching and remaining in the European, UK, US., Canadian, Turkish and Swiss markets, we stand alongside your products throughout their life, from the first steps of market access to ongoing compliance and future growth. That journey is rarely linear, and it is never the same for two clients.
Customer Success and Customer Relations: How we support every client
To make sure every client is accompanied properly at each stage, our clients are served by two dedicated departments: Customer Success and Customer Relations. They share one goal, a best in class client experience, and they carry it through two distinct and deliberately separate roles.
Contact Obelis for Regulatory Compliance!
The Obelis client journey
A manufacturer reaching a new market moves through several phases which include:
- Onboarding and setup – becoming a new client, which calls for clarity and guidance
- Compliance building and maintenance – establishing and sustaining regulatory compliance
- Ongoing representation – day-to-day responsiveness, accuracy, and reliability
- Growth and expansion – entering new product lines and new markets over time
Each phase has different needs. At the beginning, you need clear guidance and support. As your representative, you need speed, precision and consistency. And as you grow, you need a partner who understands your direction and can grow with you.
We designed our client departments so that no part of that journey is left to chance, and so that responsibilities never fall into the gap between teams.
Customer Success: your account representative and growth partner
Customer Success is your account representative and the owner of your relationship with Obelis. This is your dedicated point of contact, the team that gets to know your business, your products and your commercial ambitions, and works proactively to help you get the most from the partnership.
Customer Success is where strategic conversations happen, including:
- Reviewing how a client’s product portfolio is performing
- Anticipating regulatory or market changes that affect the client
- Guiding clients through adding new products or entering new markets
- Ensuring the value clients receive keeps pace with their evolving needs
As your account representative, Customer Success carries your relationship forward across the whole journey, from your first day as a client through every renewal that follows.
In short, Customer Success owns the relationship and your growth with us.
Customer Relations: responsiveness, quality, and the voice of the client
Customer Relations is the operational and intelligence engine behind your experience. While Customer Success owns the relationship, Customer Relations makes sure that everything touching your file is handled accurately, quickly and reliably, so that what we deliver is right the first time.
This department is also where the voice of the client lives. Through structured feedback and surveys, our ticketing system and clear escalation handling, Customer Relations captures what clients tell us and turns it into a signal that improves how the whole company serves you. When something needs attention, Customer Relations makes sure it is heard, tracked and resolved.
In short: Customer Relations safeguards the quality of every interaction and keeps the client’s voice at the center of how Obelis works.
Two departments, one seamless experience
Keeping Customer Success and Customer Relations distinct is a deliberate structural choice. Owning a relationship and safeguarding operational quality require different rhythms, skills, and attention. By giving each function its own dedicated team, Obelis ensures neither is squeezed out by the other:
- A client’s account is always being nurtured (Customer Success)
- The quality and responsiveness behind it are always being protected (Customer Relations)
The two departments work from a shared view of each client and align continuously, so clients experience one Obelis, not two disconnected teams. The structure is invisible to you by design; what you feel is continuity at every step.
What this means for you
It means you are never just a number, and never left waiting. You have a dedicated account representative focused on your relationship and your growth, supported by a department focused on getting every detail right and acting on your feedback, both pulling in the same direction. It means faster answers, fewer gaps, and a partner that understands both the detail of your file and the bigger picture of your business.
That is what working with Obelis means: two departments, two clear roles, one journey, and one promise to keep your experience best in class at every step.
Want to know more about how Obelis supports clients across the European market? Get in touch at cr@obelis.net and we will be glad to walk you through it.