Background
Founded in 1975, Waymade Healthcare is a top 10 pharmaceutical wholesaler which supplies and distributes branded and generic pharmaceutical products to chemists in the UK and overseas. As one of the largest prescription medicine licence holders in the UK, Waymade supplies a significant proportion of the UK retail pharmacist's needs. The company is based in Essex and employs 350 people.
The Challenge
Waymade is responsible for around 1,400 deliveries of pharmaceutical products across the UK each day to high street pharmacists, doctors’ surgeries, hospitals and dentists.
These deliveries need to be made before 12 noon each day so pharmacists can meet their customer supply deadlines and start preparing for the next day’s requirements.
Waymade had been using the same courier service for 10 years. However, the service had become increasingly unreliable during the last year of the contract and Waymade was losing customers as a result.
Waymade needed to find a reliable, flexible and personal service that could be tailored to the individual needs of its customers, and so it turned to DX.
The Solution
DX recommended its Tracked Courier Service pre-12noon delivery option, which not only promises to deliver goods by 12 noon each day, but also where possible, supplies the same drivers every day. The drivers are on first name terms with the pharmacists, helping to create a friendly, personal service for each Waymade customer. This enables Waymade to replicate the high level of personal service offered by its own delivery drivers who work in London and makes DX feel like a seamless extension to its team.
Although 12 noon is the official deadline for the majority of Waymade deliveries, DX aims, when possible, to meet the individual needs of pharmacists who require earlier deliveries.
As part of its service, DX also provides advice and guidance on packaging to help reduce the number of parcels damaged in transit. Based on this advice, Waymade has made changes to its packaging service and reduced the number of goods damaged in transit. This has enabled it to enhance customer satisfaction and save money.
The Testimonial
“Being able to supply pharmacists on time every time is absolutely critical to our business. Having been let down by our previous contractor and lost customers as a result, our delivery service was in desperate need of an overhaul.
“DX has turned the situation around for us. The personal service they provide, which includes supplying the same drivers on the same routes each day wherever possible, feels like an extension to our existing fleet of van drivers.
“Although the service is primarily a pre-12 noon one, DX is sensitive to the individual needs of our customers. It has applied this flexible and personal approach to all areas of the contract and is quick to resolve any issues that arise.”
Brian Wyatt, Director of Operations, Waymade Healthcare plc
To find out more about how DX can manage multiple time critical deliveries for your business, call us on 0844 826 1178