"A rapidly growing excellence that in a complex year like 2020 has managed to record a double-digit increase, focusing on innovation, specific assistance and resilience".
But also that "for the ability to accelerate development plans and attention to welfare, having people as the main driver of their successes".
It is for these reasons that the Helvetico Sanders Institute was awarded the Excellence of the Year / Innovation & Leadership / Hair Treatments award during the prestigious Le Fonti Awards event.
A difficult goal, even more so in the annus horribilis of the pandemic, amidst great uncertainties, difficulties and phenomena that are difficult to decipher that the leading company in hair transplantation has been able to face and overcome.
"The credit goes to the whole team, which this year has fielded an innovation of concrete success, but first of all it has been able to challenge itself and its own certainties - says the CEO of the Sanders Group, Paolo Venturi - In 2020 we even outperformed 2019's economic and financial performance, which was the best in the Institute's 35-year history. And perhaps - he adds - having a purely female team was also an element that helped. We have been able to think 'sideways', find 'different' ways. And we accepted that it was the numbers and the results, and not the prejudices, that decided whether the things we were testing were good. The phrase 'look beyond what you see' has become a mantra for us in the company ”.
The first step in the outbreak of the pandemic, as the commercial director, Giovanni Salerno, traces, was “to find solutions, but above all concreteness towards our customers. After more than 35 years of working with people who come to our centers, we have had to question our bussiness model ”. We have gone from remote scientific analyzes (over 7,000 remote checks carried out) to "a continuous follow-up by surgeons and biologists" and "scientific dissemination procedures via the web". All this, accompanied by an impressive growth of home delivery. "Being a physical retail company - he explains - we made very few shipments per month. Today we have reached and exceeded 4 thousand shipments at home, with ever increasing efficiency".
By strengthening the customer satisfaction structure, it was also possible to improve customer satisfaction monitoring processes and insert new ones. "An important scientific communication - he continues - was then the driver for reaching a large number of people, communicating a clear message: that is, that hair and scalp problems can be solved, both with treatments and with transplantation, turning to professionals ".
"Our strategy for 2020 - adds Biancamaria Mancini, Head of Research and Development of the Sanders Group - has been to create a synergistic combination of specific formulations for different problems, effective use of cutting-edge machinery such as the one that triggers photo bio modulation and a solid analytical method, which allows us to measure the results obtained ".
And for 2021?
“In the meantime - replies the CEO Venturi - we will open a trichological center in Milan with all the state-of-the-art services of the institute.
We then plan another three new locations in Italy and therefore we will look to Europe.
We also took the time to rethink the customer experience for our customers and patients.
We are actively reviewing the prevention programs: the institute is known for having effective solutions to important problems, but we are increasingly receiving questions from people who also have less serious needs.
We want to have the widest and most articulated answer possible for them too.
Finally - she concludes - we will reserve some innovation for our nurses and biologists, investing in training and coaching ”.
In collaboration with:
HELVETICO SANDERS INSTITUTE