How a Lack of Delivery Communication and Feedback Mechanisms Affects the Customer Experience

Baxter wanted to provide their customers with a better customer experience even though they do not operate last mile delivery vehicles. Customer outcomes and feedback are crucial to their business. They had to rely on third party carriers for status updates and this void in timely information and feedback mechanisms not only resulted in a lack of insights into service quality but also contributed to unnecessary escalations. This case study explores how Baxter gained visibility into their delivery network and extracted valuable customer insights in the last mile.

The Results With Radaro

0 /5
Average Customer Feedback
0 %
of deliveries delivered in full on time
0 %
Failed delivery rate as a result

Company Overview

With a legacy spanning over 85 years, Baxter Canada has been at the forefront of groundbreaking medical advancements that have reshaped the healthcare landscape. Starting with the introduction of the very first commercially available intravenous solutions, their journey has led to today’s cutting-edge developments in acute, nutritional, renal, and surgical care. Baxter Canada remains steadfast in its dedication to delivering top-tier healthcare solutions in a more efficient and cost-effective manner and assisting healthcare providers in addressing the contemporary challenges of healthcare delivery

Industry

Healthcare  – Medical Equipment

Employees (Global)

60,000

Use Case

Customer Experience Optimisation/Delivery Efficiency Optimisation

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Challenge

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Solution

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Outcome

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