A remarkable 20-year partnership between Diamond Fulfillment and a $13B pharmaceutical company has helped the company achieve its order processing KPIs and meet industry compliance standards with ease and success. Read about how this pharmaceutical giant specializing in oncology, urology, immunology and infectious diseases has met its goals with Diamond Fulfillment as its 3PL partner.
The Diamond Difference – Operational Excellence Across the Board
Our pharmaceutical client relies on Diamond for a wide range of services — including daily processing of orders, assisting with new product launches, medical kitting, ensuring product information is up-to-date, and even storing and distributing supplies and materials for tradeshows. They know they can rely on Diamond’s commitment to quality and customer service, no matter what task we tackle on their behalf.
Smooth Order Processing. The client is very diverse and Diamond Fulfillment works with a variety of different teams across the company, making flexibility key to processing orders and complying with service level agreements and business rules. One of the key components is medical kitting for nearly 200 different product information packets — and it is critical for all of these to be completely compliant with regulatory requirements. Processing orders for these products and kitted packets requires precision, with approximately 9,000 orders each month. Through smooth EDI integration, Diamond receives and processes over 5,000 automated orders per month with minimal manual intervention. Automation reduces risk of errors and speeds processing, which is of vital importance in a fast-paced industry where time is of the essence.
In addition, Diamond also handles more than 2,000 bulk orders each month, using well-established streamlined processes to ensure each bulk order is handled with utmost efficiency. Also part of our monthly workload are 1,800+ mailing and roughly 200 manual requests. When it is time for a new product launch, Diamond processes large manifests containing 1,000+ shipping addresses. Shipping times are carefully calculated and orchestrated to ensure that every healthcare provider receives their orders on the same day – a vital capability for successful pharmaceutical launches.
Product Information Swapping. Medical kitting is a crucial part of pharmaceutical marketing and fulfillment. Managing product information in these custom medical kits is critical for compliance and accuracy. Diamond Fulfillment tracks approximately 197 different kitted product information packets, ensuring all items are current and meet regulatory requirements. Expiration dates are logged and monitored, with automated alerts for items expiring within 30 days. This proactive approach to medical kitting and keeping information updated, allows the client to replace outdated materials efficiently — ensuring compliance with industry regulations and maintaining quality control.
Mailing Campaign Coordination. Weekly mailing campaigns are executed with precision, often utilizing Print on Demand (POD) capabilities. Each mailing undergoes a thorough quality control process, with sample verifications sent to the client for approval before production. The turnaround time is impressive, with mailing completions occurring within 24 hours after approval. This rapid response ensures that marketing materials reach healthcare providers without unnecessary delays, enhancing the effectiveness of outreach efforts.
Print on Demand (POD) Services. Customizable Print on Demand solutions are vital for the client’s sales representatives who visit healthcare providers. We maintain three templates tailored for different sales visit scenarios, allowing representatives to include variable data such as names and contact information. This personalized approach has significantly enhanced the client’s ability to connect with healthcare providers, leading to improved relationships and increased engagement.
Tradeshow Support. Every tradeshow is an opportunity to make the client’s brand stand out. Diamond Fulfillment takes the lead – managing logistics, material preparation, and item inspections. Detailed processes allow for serialization and tracking of items, ensuring visibility throughout the event lifecycle. Upon return, items are thoroughly inspected and repaired as necessary, maintaining quality for future events. This meticulous attention to detail not only ensures the integrity of marketing materials but also reflects positively on the client’s brand during high-stakes industry events.
Compliance – Meeting and Exceeding Regulatory Requirements
More than almost any other, the pharmaceutical industry is governed by stringent regulations, and Diamond Fulfillment goes above and beyond to ensure that we’re in compliance with all applicable regulations. Here are some of the ways we assist our pharmaceutical client:
- Facility Standards. We meet Good Distribution Practice (GDP) and Good Manufacturing Practice (GMP) standards. This includes maintaining proper storage conditions such as temperature and humidity control, security measures, and cleanliness to prevent cross-contamination.
- Quality Management System (QMS). Diamond Fulfillment is ISO 9001:2015 certified, HIPAA compliant, and FDA registered for both food and drugs, ensuring a robust quality management framework that adheres to the highest industry standards.
- Temperature Control and Monitoring. We employ calibrated temperature monitoring equipment throughout the storage and kitting processes, with established protocols for managing temperature excursions. This ensures that all products are stored and handled under conditions that preserve their efficacy and safety.
- Security Measures. Comprehensive security protocols are in place to prevent theft or unauthorized access, including access control systems and surveillance. These measures ensure the safety and integrity of pharmaceutical products throughout the fulfillment process.
- Documentation and Record Keeping. Accurate records of receipt, storage, handling, and distribution activities are maintained, ensuring traceability and accountability. This meticulous documentation is crucial for regulatory compliance and auditing purposes.
- Audits and Inspections. Diamond prides itself on being well-prepared for audits and inspections by regulatory authorities, demonstrating compliance with applicable regulations and a commitment to continuous improvement.
- Training. We invest in our people. All personnel receive training on GDP requirements and safety procedures specific to the pharmaceutical products they handle, ensuring that all staff are equipped with the knowledge necessary to maintain compliance and uphold quality standards.
Conclusion
This successful long-term partnership between Diamond and our pharmaceutical client exemplifies how finding the right strategic partner for pharmaceutical fulfillment services can enhance operational efficiency, maintain compliance, and support growth in a complicated and highly-regulated industry. By leveraging advanced fulfillment techniques and robust logistical frameworks, everyone at Diamond Fulfillment works tirelessly behind the scenes to ensure that every aspect of our client’s operations run smoothly, enabling them to focus on their mission research and innovation
At Diamond Fulfillment, we believe our customers deserve the best – and we’re always willing to share our technology and expertise to help you get what you need. To find out how Diamond Fulfillment can help you with warehousing and fulfillment solutions or to get a tour of a fulfillment center in Chicago, you can contact us online or call us at 847-856-7700.