Challenge

The client, a pharmaceutical company specializing in ultra-rare diseases, faced several operational challenges in delivering life-saving medication:

• Multiple Stakeholders: Involved pharmacists, doctors, and patients, complicating coordination.

• Logistical Hurdles: Controlled delivery, customs clearance, and stock issues for traveling patients.

• Employee Burnout: Despite meeting delivery targets, a 23% burnout rate highlighted the toll on staff well-being.

The main challenge was improving operations while addressing the needs of healthcare professionals in the supply chain.

Approach

• Customer Needs Research: Conducted a three-year program across six markets to understand and prioritize customer needs, focusing on pharmacists, procurement teams, and hospitals.

• Customer Profiles & Issues: Developed customer profiles and identified key issues, like ordering difficulties, through CNS surveys.

• Collaborative Solutions: Worked with stakeholders to implement eight tactical projects, addressing operational inefficiencies.

• Patient Code Removal: Focused on resolving the complex patient code issue, aligning both customer-facing and internal teams.

• Shifting Focus: Helped shift focus from on-time delivery to a customer-centric approach, prioritizing satisfaction over logistics.

Approach

• Customer Needs Research: Conducted a three-year program across six markets to understand and prioritize customer needs, focusing on pharmacists, procurement teams, and hospitals.

• Customer Profiles & Issues: Developed customer profiles and identified key issues, like ordering difficulties, through CNS surveys.

• Collaborative Solutions: Worked with stakeholders to implement eight tactical projects, addressing operational inefficiencies.

• Patient Code Removal: Focused on resolving the complex patient code issue, aligning both customer-facing and internal teams.

• Shifting Focus: Helped shift focus from on-time delivery to a customer-centric approach, prioritizing satisfaction over logistics.

Results

• Tactical Projects: Implemented eight tactical projects to address key operational challenges, improving efficiency and customer satisfaction.

• Stragetic operating model change: Successfully negotitated and removed a legacy requirement previously fundamental to the model. This streamlines the processes x 3 and enhanced service delivery.

• Organisational Alignment: Aligned customer-facing and internal teams around key initiatives, ensuring a unified approach to meeting customer needs.

• Customer Needs Score (CNS): Introduced CNS as a board-level metric, shifting focus from timely delivery to overall customer needs fulfillment.

• Global Expansion: Expanded the program globally, ensuring consistent customer-centric practices across markets.

• Employee Experience: Eliminated instances of burnout from 25%.

• Recognition: Won Bronze award in two categories at International CX Awards, the most prestigious and competitive industry program.