Streamlining 3PL logistics: Our approach to efficiency, innovation, and superior client service

In the healthcare industry, efficient logistics operations are critical to ensuring the timely delivery of vital medical supplies, pharmaceuticals, and equipment to manufacturing sites and clinics. At ICS, we are committed to leveraging the latest automation and management technologies to drive greater efficiency in our medical logistics operations, providing superior service to our clients. From automating back-office functions to harnessing cutting-edge analytics, we are continuously enhancing our technology infrastructure to boost accuracy, reliability, and the overall client experience.

Let's explore some of the key initiatives we've undertaken:

Streamlining logistics and distribution through automation

A key area of progress has been the automation of shipments and order confirmations, which has been instrumental in streamlining our logistics and distribution processes. We have implemented automation to streamline the shipment and order confirmation process proactively providing clients with up-to-date shipment tracking information through the CRM system, improving visibility and transparency throughout the supply chain. By automating these updates, we've reduced the number of inbound inquiries our agents need to handle, allowing them to focus on other client needs.

Simplifying account setup for seamless onboarding

Our operations have undergone a major overhaul, particularly in the area of third-party logistics (3PL) and title model account setups. Previously, client service representatives had to follow different protocols for each account type, leading to potential confusion and errors.

We have now unified this process into a simpler, more user-friendly account setup format. This change has not only expedited the account setup time but also significantly reduced the number of input errors made by humans. Clients can now benefit from a smoother onboarding experience, with attachments and fields consistently presented in the same format, regardless of account type.

Enhancing client service with analytics

Substantial upgrades to our telephony system have focused on quality management and interaction analytics, enabling us to pinpoint areas for developing our agents' telephone skills. This targeted approach enables us to provide relevant training and coaching, resulting in faster issue resolution and reduced call times for clients. Standard operating procedures (SOPs) have been refined accordingly, allowing managers to provide highly relevant training and address specific knowledge and skills gaps within the team. 

This approach to coaching has yielded tangible results, with inquiries being resolved quicker and reducing the amount of time clients and agents spend on the phone. Our quality management system now features a centralized evaluation form, enabling swift identification of agents who may benefit from additional support.

Moreover, the system's sentiment analytics provide valuable insights into client interactions, allowing us to continuously enhance our training and support processes. By analyzing call patterns and feedback, we can proactively identify opportunities to improve agent knowledge and skills. This data-driven approach ensures our team is equipped to deliver exceptional service, addressing client needs promptly and effectively.

Customized support without compromising efficiency

ICS collaborates with numerous manufacturers, each with unique operational requirements. To ensure we meet these customized needs while maintaining efficiency and accuracy, we are streamlining the process of creating and accessing specialized training documentation. Our goal is to provide tailored support without sacrificing the high standards our clients expect.

Continuous improvement through customization

Currently, ICS collaborates with around 150 manufacturers, each requiring customized training documentation to meet their unique operational needs. This customization often presents challenges, such as longer turnaround times locating the correct documentation within our electronic quality management system (eQMS).  

To address these issues, we are actively working across various departments to simplify the process of creating and accessing unique training documents when necessary. Our goal is to streamline this aspect of our operations to ensure that even when customization is required, it does not compromise the efficiency or accuracy of our services.

We plan to prioritize these training needs through a community voting system, ensuring that our efforts are focused on the areas that will have the most significant impact on client service quality.

Driving continuous innovation

As the healthcare industry evolves, so must our logistics operations. ICS is dedicated to driving continuous innovation by investing in the latest technologies and process improvements. By staying ahead of the curve, we can consistently deliver superior service and value to our clients in the medical logistics space.

At ICS, we understand the critical role logistics plays in the healthcare industry. That is why we are committed to leveraging evolving technologies to enhance efficiency, accuracy, and reliability across our operations. Through these efforts, we can better support our clients and ensure the seamless delivery of vital medical supplies and equipment.

Patients count on your products to improve their quality of life. We treat your deliveries as our own, with the utmost care and attention. As your trusted third-party logistics partner, we bring global pharmaceutical expertise to your product, tailored, and at scale.