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FAQ

Call Center

How can I place an order through Profarma's Call Center?
Clients already registered with Profarma can call 0800 707 4040 from the states of Alagoas, Bahia, Ceará, Espírito Santo, Goiás, Minas Gerais, Pernambuco, Paraná, Rio Grande do Sul and Santa Catarina, as well as the Federal District, and also from interior cities of Rio de Janeiro, Bahia and São Paulo.
Clients who are registered and located in the capitals of Rio de Janeiro or São Paulo must call 4009-0101 using their area code. Services are available Monday to Friday from 8:00 a.m. to 10:00 p.m. (Brasília time).

What information is required to place an order via the Call Center?
Clients should provide: their Corporate Name, Corporate Taxpayer's ID or Code, and the establishment's address and phone number.


CAP

What does CAP do?

It not only registers the devolutions or lack of products, but also can:

  • Register complaints about sales team services, call center operators and CAP, electronic order support and deliveries;
  • Require commercial representatives visits or / and register complaints about lack of visits;
  • Register complaints regarding delivery delay;
  • Requie credit limit increase;
  • Register complaints regarding missing products in inventory;
  • Require recounting and /or invoices postponing;
  • Register batch correction letters;
  • Require 2nd copy of DANFE;
  • Receive documentations and start regulation file process;
  • Require XML files;
  • Take away questions about due invoices and to be due;
  • Require 2nd copy of bank bills;
  • Require re issuing of product collecting documents.

What is CAP’s phone number and working hours?

CAP’s phone number: 08007074143. Working hours from Mondays to Fridays from 8:00 am to 7:00 pm, (Brasilia Hour).

What do I need at hand in order to register an occurrence at CAP?

If you want to register an occurrence about devolution or lack of product, it is needed your customer code at hand and the invoice that you want to complain about, (number, product batch issuing date, and obligatory notes for the registration). For yours and our safety, when registering your occurrences you must confirm all aforementioned items. Only Profarma’s commercialized products will be taken into consideration. In case you need further complaints, only your code will be required.


CAP Online

What is CAP Online?

CAP Online is CAP on the customer portal. There you can register the same devolutions and/or complaintsmade by phone. In case you have questions about the use, access the CAP Online manual, clicking on Communications on the first page of the Customer Portal.

How do I access CAP Online?

Click on CAP Online on the top of the Customer Portal.

Does CAPOnline respect the same rules for CAP?

Yes.


Commercial

How can I access the ongoing promotions?

The promotions are available:

  • Through the customer portal (link promotions);
  • Via email, once your email address is correctly filed;
  • Via call center, or;
  • Profarma representative.

General

How can I become a Profarma client?
First, you need to contact the Profarma branch in your state or the Profarma Service Center and request a Seller's visit.
You need to submit a few documents to our Registration Center, and your seller will inform you as soon as your registration is cleared for purchases. After that, you can contact the Call Center or access Profarmaweb to place your orders.
Access Registration to see the required documents.

Where can I find branch phone numbers?
BA +55 (71) 4009-0100
CE +55 (85) 3392-0100
DF +55 (61) 4009-0700
ES +55 (27) 4009-0100
GO +55 (62) 4008-2700
MG +55 (31) 3399-3110
PE +55 (81) 3316-0100
PR +55 (41) 3227-8610
RJ +55 (21) 4009-0100
RS +55 (51) 2102-2000
São Carlos +55 (16) 2107-1800
SP +55 (11) 3336-0300

Does Profarma sell to individuals?
No. Profarma only sells to corporate customers.

What types of products does Profarma sell?
Profarma sells products in the following categories: Prescription Drugs, OTC, Generic, Hospital Line, Vaccines, Health and Beauty Products and Skin Care products.<0}
There are 8,500 items from more than 150 suppliers in the categories mentioned above.

Where can I find the phone number of the Representative or Supervisor responsible for their sector?
Call the Profarma Service Center at 0800 707 4143.


Hospital and Vaccines

What are the regions in Brazil that Profarma covers the vaccine orders?
The Profarma distribution net, covers all over Brazil, always fulfilling the security and conservation norms established by ANVISA and OMS.

How do I send the quotation of hospital products?
For the sending of quotations and orders, it is necessary to get in contact with our call center 0800-7225060, exclusively for the hospital division.

How do I send quotations of vaccines?
For the sending of quotations and orders, it is necessary to get in contact with our call center 0800-7225060, exclusively for the vaccine division.

What is the vaccine mix available in Profarma?

Havrix ad., Havrix inf., Meningitec, MMR II, Pneumo-23, Pneumovax, Prevenar 13, Priorix, Rotarix, Rotateq, TETRA, Twinrix ad., Vac. contra HPV oncogênico, Vac. quadrivalente contra HPV, Varicela refrigerada e Varilrix

What are the main vaccine suppliers of Profarma?

Pfizer/Wyeth, MSD, GSK, Novartis, Sanofi Aventis e Solvay (Abott).


HR

What are the pre requirements to join Profarma?
The pre requirements vary according to the vacancy which is available, but in a general way, Profarma searches for pro-active people, dynamic, with inter personal abilities, and focused on results.

How many people work in Profarma today?
Nowadays Profarma detains approximately 2400 workers.

 How to send the CV to Profarma?
The candidate shall file his CV on this web site, clicking on the HR option, which can be found in the menu Grupo Profarma. Doing this you will be able to know what vacancies are open, make easier our search process, and it will be available for all the HS departments in all branches.


Logistic

What is the responsibility of the logistics in Profarma?
It is the area responsible for planning, coordinating, organizing, and executing all the activities regarding the transportation, storing, shipping, and distribution of the products in the company.

How big is the distribution fleet of the company?
The company counts on a fleet of approximately 450 vehicles.

How many automated DC’s does Profarma have today?
From the 12 DC’s that Profarma has today, 06 of them are already found automated.


Marketing

What are the cultural projects that Profarma supports?
Profarma takes part in cultural deeds which promote and stimulate the development of the citizenship.Since the 90’s, Profarma has developed a project which enables the publishing of several books related to the most assorted areas of the human knowledge.

Who is the target public of Profarma?
Profarma focuses its activities on the pharmaceutical industry (medical labs and personal hygiene products and cosmetics), pharmacists, hospitals, clinics and doctor’s office.

What are the marketing projects that Profarma develops?
Profarma has several projects focused on its several publics:
Aceleração – dynamic for the placing of new launched products, concerning the industry;

Amuleto – National promotion of medication and personal hygiene and cosmetic items, directed to pharmacies; -

Show do intervalo – national campaign that encourages the sales, and has as public, Profarma’s sales force;

Superação – national program which aims the sales incentives, focusing on special and seasonal product badges.

Several – program under demand towards the industry;

Pharmania – national institutional program that has as its public Profarma’s sales force.


Profarmaweb (Electronic Order)

What is Profarmaweb?

Profarmaweb is an online electronic order from Profarma, that doesn’t need installation. Just access the address http://www.profarma.com.br/digitador, and type your login and password.

I don’t have a login name or password on Profarmaweb, what do I do?

Please contact one of our professionals at 3004-0506 (local call). Have the customer’s code with 6 digits and email address.


Registration

What documents are required to purchase medication?

To sell regular medications, we need the buyer's Articles of Association, Location Permit, Corporate Taxpayer ID, State Enrollment, documents of the partners and managers, registration with the Regional Pharmacy Council, Visa (authorization from the local Health Surveillance authority), as well as an operating permit from the National Health Surveillance Agency (ANVISA).

For the purchase of prescription drugs, in addition to the documents above, we need the published authorization in the Federal Official Gazette to sell medication subject to special controls.

When do these documents expire?

  • Visa – this document is issued by the municipality and its expiration date may vary depending on the municipality in question;
  • CRF – this document expires between March and April of every year, in accordance with the regulations of each state;
  • ANVISA - expires 12 months after the date of publication in the Federal Official Gazette.

How can I update the documents for my registry with Profarma?

You can update the documents: through the Customer Portal (by clicking on Register), via CAP Online (caponline@mktgprofarma.com.br) or through your Profarma Representative.


Social Responsibility

What is the target public of Profarma?
The institute attends the representative institutions of the children and teenagers who have serious diseases in the places where Profarma is active.