At a glance:
With the help of Movianto, PCCA has significantly improved its delivery reliability, enhanced temperature control compliance, and eliminated customer service frustrations, allowing them to focus on their core operations with confidence.
Thank you for taking the time to speak to us Alexandra Bell, Supply Chain Manager.
Company Overview:
PCCA creates, manufactures, and dispenses personalised medicines, known as specials, working with hospitals and pharmacies across the UK and Northern Ireland to provide solutions for patients with unmet clinical needs. They offer a comprehensive range of services including specials manufacturing and supply, formulation and clinical support, specialist distribution, and prescription service.
Challenges:
PCCA found themselves on the market for a new logistics partner for various reasons, which we unpacked with Alex to understand why they ended up choosing Movianto.
- Customer Service
“For a while, we had been dealing with difficult customer service. If there were any problems, it would be hard to find someone to talk to, particularly in the absence of our Account Manager. There was often more emphasis on identifying customer responsibility than fixing the problem. We understand that sometimes things go wrong, but it felt like no one wanted to help.”
- Inflexibility
To reduce the use of bubble wrap and save on plastic usage, PCCA adopted an alternative form of packaging that evolved and improved the protection of products. However, as it was different from what they had previously used, they were not allowed to use it. This lack of willingness to grow with their customers also became a challenge for PCCA.
Whilst this had all built up significant frustration and a desire to switch logistics partners, the last factor meant PCCA had no choice but to look elsewhere.
- Temperature control
“We wanted to align as early as possible to the guidance from the MHRA for ambient deliveries to be temperature-controlled, our previous logistics partner could not provide this service. All our chilled products were previously sent using expensive cold chain shipper boxes.”
To stay with a logistics provider that was not specialised and suited for healthcare logistics was no longer viable.
Solution:
Advanced Temperature-Controlled Logistics
PCCA gained new confidence when they joined Movianto’s secure temperature-controlled storage and transport network, where their sensitive products are being handled correctly – arriving at the right time and temperature, to the right people.
Reliable and Transparent Deliveries
Movianto’s network and established delivery routes ensure consistent, on-time shipments with access to an online portal, where they can track orders, deliveries, stock, and more, for complete transparency.
Dedicated Customer Support
Like all our clients, PCCA is assigned a dedicated customer service team to ensure they are speaking to people who understand their business. Any issues that arise are addressed swiftly, ensuring minimal disruption to operations. There are clear escalation routes for any time clients cannot reach their usual contacts.
Thorough Onboarding Process
We worked closely with PCCA during the transition, with dedicated representatives from Movianto evaluating packaging methods and order processes to ensure a smooth integration. We understand that healthcare products can range in sensitivity, size, and urgency, and therefore, creating bespoke processes with each client is our standard way of working.
Outcomes:
- Enhanced Regulatory Compliance – With MHRA-compliant temperature control solutions, PCCA is now fully aligned with industry regulations, eliminating the need for costly workaround solutions.
- Exceptional Customer Support – PCCA now has a dedicated and responsive support team, ensuring that any issues are quickly and efficiently addressed.
- Significant Time Savings – Customer service escalations have dropped dramatically, allowing PCCA’s team to focus on their business rather than resolving logistics issues.
- Seamless Delivery Experience – PCCA has experienced a drastic reduction in misdeliveries and lost shipments, improving customer satisfaction and trust.