Choosing the right healthcare fulfillment or pharmaceutical fulfillment partner is critical, in an industry that is highly regulated and demands precision. It is vital to have a partner that seamlessly integrates with your team and understands your business and objectives. At Diamond Fulfillment Solutions, we forge true partnerships with our clients and actively seek ways to enhance their marketing, print fulfillment, drug sample distribution and custom kitting initiatives. In today’s blog post, we’re sharing three client success stories in healthcare fulfillment and pharmaceutical fulfillment, some of which highlight the advanced kitting services that Diamond Fulfillment delivers to our clients.
Success Story #1– Executing a complex and dynamic pharma communications program
This pharmaceutical company has a “multi-drug” communication program – which requires complex, personalized communications, each of which can have many components. Each month, Diamond Fulfillment takes charge of print fulfillment for between 130 and 140 unique communications across dozens of different drug brands, totaling between 23,000 and 42,000 individual patient communications.
This pharma fulfillment program includes patient information (PI’s) with a diverse range of materials, such as:
- welcome letters
- drug copay and savings cards
- benefits communications
- claim approvals and denials
- Re-enrollments
- changes notifications for terms and conditions.
This print fulfillment program utilizes Print-On-Demand and is highly dynamic:
- Different types of communications are triggered by client-supplied patient data
- Each communication is unique and has its own programmed letter and fulfillment requirements
- Some communications are ended, while new types are launched frequently
- Volumes can vary significantly on a daily and monthly basis
As part of the service level agreement (SLA), all records received are processed and mailed on the same day. Some types of communications have larger than normal volumes – for example, a file of 10,000 records for an annual re-enrollment letter. For these large volumes, Diamond Fulfillment works with the client to process the file over a few days to ensure that the both re-enrollment communications are sent in a timely manner, and ongoing daily communication files are not affected. The client has been extremely satisfied because again and again, Diamond Fulfillment has proven their ability to be flexible, customize processes as needed, fully comply with HIPAA, and provide engaged, helpful, responsive account managers.
Success Story #2: Going the extra mile with multi-component test kits
A healthcare client approached Diamond Fulfillment with an urgent task for specialized pharma kitting: assemble two different test kits, with each one containing 13 components and personalized note cards. In addition, the client required Diamond to scan individual kit serial numbers and QR codes for return mailers to their lab.
Our committed team was ready and willing to go the extra mile, leveraging modern software to generate scannable barcode labels for each kit and seamlessly matching them with the correct customer and return label. The Diamond Fulfillment team dedicated extra hours to ensure the timely assembly and mailing of 150,000 custom kits, meeting the client’s deadlines with precision.
Finally, Diamond Fulfillment provided completely customized report that gave the client the unique, specific details for each returned test, including:
- Recipient specificity
- Serial number of the test sent.received
- QR code
- Outbound shipment tracking information
- Return shipment tracking information
Success Story #3: Nurturing A Long-Term Partnership with Diverse Needs
Diamond Fulfillment has built a 20+ year strategic partnership with this major pharmaceutical company. The client has a diverse organization with a variety of teams, and Diamond gives them the flexibility to process all types of orders, meeting their SLA’s and complex business rules in an accurate and timely way. Diamond serves as a ‘one-stop shop’ for all this client’s fulfillment needs for both products and marketing materials. Having a single distribution warehouse in the Midwest – and keeping all items in that location – saves time as well shipping costs.
Orders flow through the operation smoothly, and efficiently from receipt to fulfillment. In fact, on a monthly basis, Diamond processes:
- 9,000+ orders of different types
- 5,000 automated orders
- 2,000 bulk orders
- 1,800 mailings
- 200 manual orders.
Some of the key services Diamond provides include:
Bulk Order Processing. Handling bulk order requests means having the ability to ship one or multiple items to many recipients in a streamlined, efficient, accurate and timely way. Product launches are a key example in which Diamond has created a process for bulk order processing where a new product – that may have 1 or 2 items included within it – is pushed into the market. The client sends Diamond a file with 1,000+ ship-to addresses containing the item numbers and quantities required for the product launch. Diamond used the data in the file to calculate time in transit for each. Then, products are shipped out daily based on the time required to arrive at their destination – so that all of the new products arrive to their recipients on the exact same day.
Product Information Swapping. Patient information (PI) is critical in healthcare and pharma fulfillment. One key service Diamond managed is swapping product information to ensure all data is up-to-date and compliant with industry standards across 197 different kitted product information packets in stock. Each item within the packet of 20+ items has an expiration date that is logged and tracked in Diamond’s system. When any item within that packet is nearing expiration, alerts trigger an email for items expiring within 30 days. The alerts let the client know it’s time to take action, giving Diamond direction to:
- provide a new PI and rework the kits
- discard the old PI
- dispose of obsolete inventory
Diamond follows standard quality-control processes until the work is completed.
Mail Campaigns, including Print-on-Demand. Diamond also fulfills mail campaigns promptly and effectively for this client. Weekly mailing campaigns are typically print-on-demand (POD) – with one or more components that Diamond prints in their onsite, digital press room. Once the various proofs are produced, they are moved to the project area, where the project team performs quality checks and verifies the right components are in each mailer type. Diamond leverages the work ticket process feature in our WMS to achieve accuracy in each order.
The project team, working in conjunction with the client’s account manager, routes the proof mailers, including photography to the client for final approval. Upon approval the mailing is completed within 24 hours.
POD services are particularly helpful to this client. They allow customized printing solutions with short turnaround time – all without the need for large print runs that often result in leftover or obsolete inventory.
Another example of POD products Diamond produces for this client are the customized sales materials that its sales reps use when meeting with healthcare providers. Diamond has created three templates for sales reps to use as leave-behinds on their 1st visit, revisit, and follow-up visit. Each leave-behind piece includes sales rep-specific variable data such as:
- Name
- Phone number
- Signature line
Diamond combines the finished leave-behind pieces with other pre-printed inventory items, enabling the sales rep to provide exactly the items they need to each healthcare provider.
Tradeshows. Finally, Diamond supports this pharmaceutical company with comprehensive fulfillment to hundreds of tradeshows throughout the year. From logistics to material preparation, item inspection and beyond, Diamond fulfills booths, banners and sales materials through a highly trackable, reliable process. Using item serial numbers and strict return processing guidelines, we make sure that up-to-the-minute information on booths and other individual items is always available, outlining where each item is and when it will be returned to the warehouse. Once booths, banners, tablecloths, and other supplies are returned, we follow a strict quality process to check for any damage, and repair or launder them before they are put back into circulation.
Conclusion
Diamond Fulfillment Solutions has an exceptional track record for supporting the wide variety of needs in healthcare fulfillment and pharma fulfillment. At Diamond, we believe our customers deserve the best – and we’re always willing to share our technology and expertise to help them get what they need. To find out how Diamond Fulfillment can help you with warehousing and fulfillment solutions or to get a tour of our fulfillment centers in Chicago, contact us today or by phone at 847-856-7700.