Summary

Medtronic plc is the world’s largest medical device company with revenues of $30B, employing over 86,000 people across 160 globally countries. The Medtronic loans service already enjoy a reputation for quality and innovation in the UK but they wanted to increase sales whilst trying to achieve the most efficient use of their existing loan stock. They also were keenly aware that their reputation within hospitals can be affected by the performance of their logistics provider.

Problems Faced

Medtronic engaged Dynamic because they were working with a conventional carrier and wanted to experience the difference partnering with a medical logistics specialist. Goals for the project included:

  • Reducing the significant amount of time customer service staff spend arranging collections.
  • Reducing time and cost dealing with couriers and problems.
  • Increase their ‘right first time’ collection rate.
  • Reduce the time loan kits spent at hospitals

Solution

Our team flew to Medtronic’s HQ in the Netherlands to perform a process audit and meet face to face with the people who were experiencing problems with logistics. Our ‘onboarding’ process ensures a Standard Operating Procedure is detailed and agreed which we then used to train all staff members and drivers before a single collection was attempted.

Medtronic then agreed to pass Dynamic daily information about loan kit use in the UK and allow our in-house customer service team to manage the data and liaise with the hospitals. Our team contacted hospital staff both on the day prior to collection and the morning of collection to ensure kits were ready when agreed.

If drivers still experienced issues onsite, our ‘liaison period’ allowed Medtronic to remedy issues in real time whilst drivers remained in the hospital department. This proactive communication instantly addressed the failure rate issues that Medtronic had been facing.

Each month Dynamic provide management information monitoring progress against KPIs and detailed analysis of any problematic collections, working together to analyse trends and allowing Medtronic insight into which clients they could assist further.

Results

58% less

less emails sent regarding
loan kit collections

72% less

phone calls made regarding
loan kit collections

80% saved

in a team member’s time
dealing with couriers

55% increase

in getting a collection right first time

35% increase

in loan kit availability

Dynamic are the most reliable courier we have ever worked with

Barry Beveridge, Operations Manager, LINK Orthopaedics UK

The best logistics company I have used in my 30 years working

Sales Rep, DePuy Synthes

I feel that working with Dynamic is the way forward

Julie Llewellyn, SSD, Morriston Hospital

Get in touch

Can we be the tried and trusted partner between you and the hospitals you provide for? Call us today on 0333 2000 664 or use our form to the right. All enquiries are important to us and we will get back to you as soon as possible.

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