Sağlık sektörü için sunduğu özel çözümler ve sektöre uygun rakipsiz operasyon ağı ile TNT Express, sağlık sektörü taşımacılığındaki liderliğine devam ediyor. TNT Express Healthcare Global Direktörü Roland Schütze, sektörün kendine has trendleri ve dinamikleri ile TNT’nin sağlık sektörü taşımacılığındaki uzmanlığını anlatıyor.
What does the Healthcare market cover?
RS: Healthcare covers three sectors: MedTech, Clinical Research and Pharma. TNT has been serving MedTech and Clinical Research since the early 1990s. Recently, we started to focus more on the Pharma industry.
The MedTech sector mainly comprises deliveries to hospitals. TNT Express serves more than 17,000 hospitals in Europe alone. Pharma comprises deliveries of pharmaceutical products to hospitals, pharmacies and patients. We deliver to more than 120,000 pharmacies in Europe and also serve the Pharma manufacturing supply chain. Clinical Research includes transports related to clinical trials (active biological substances, test drugs and clinical samples such as blood). We move more than two million clinical samples for some 400 clinical customers worldwide.
Why was Healthcare selected as an industry of focus?
RS: Healthcare is a large market around the globe. It’s continuously growing due to the aging population and rise in use of healthcare products and services worldwide. Healthcare supply chains require scalable, high performing services and value-added solutions. This fits well with our capabilities.
How would you describe the most common customer profiles?
RS: Most Healthcare customers have a global footprint. They require global standards and globally integrated systems. They have specific requirements depending on their supply chains and products they transport. Sometimes, dangerous goods capabilities are required. Temperature management is an increasingly important factor. Pharma and MedTech companies are under pressure to reduce development and logistics costs while increasing product quality and launching new products.
How does Healthcare fit with our standard network and services? Where do we do the bulk of our business?
RS: Healthcare is a good fit as high service performance, wide geographical reach and premium time-definite capabilities are key requirements of the industry. About two thirds of our business today uses our core services. We have developed value propositions for each Healthcare sector leveraging our standard services. The strongest markets for us today are France, Benelux, UK/Ireland and Germany, and we also do significant business in the other European countries and in Asia.
Can you explain a few industry-specific solutions we provide?
RS: In Clinical Research we offer a time-critical, temperature-controlled solution for the collection of clinical samples, called Clinical Express. We ensure temperature control with packaging filled with dry ice and other cooling agents. End-to-end temperature measuring, data visibility and contingency management are increasingly important for these services. Going forward we will focus more on deliveries of test drugs to hospitals and other sites, as this is an attractive, high-end market with significant growth potential.
How does our expertise benefit clinical customers and differentiate us?
RS: Our experienced SAM team consults with customers and supports them in optimising their supply chains. Customers appreciate this level of expertise. When it comes to operating flows, our knowledgeable colleagues working in more than 65 Clinical Desks worldwide (teams of dedicated CS experts) make sure that the transport of these sensitive materials is perfectly processed.
We hear a lot about temperature-controlled services. Is most of our Healthcare business related to these services?
RS: No. For MedTech customers we mainly move implantable devices such as pacemakers, heart valves, artificial knees and hips that don’t require temperature management. In Europe, the products typically travel from a central distribution centre (usually in Benelux) to hospitals in different countries. So the main requirements are reliable end-to-end service and early morning delivery to all hospitals in Europe, via a combination of premium next day coverage and domestic solutions. We also provide specific services like departmental deliveries (delivery to the end-user department within the hospital). But we do anticipate temperature-controlled services becoming more important in MedTech going forward.
What is the strategic rationale to focus more on the Pharma sector?
RS: There are several reasons. With a yearly direct transport spend exceeding €3.5 billion in Europe and an expected growth rate of 6-7%, Pharma is a market you just want to be in. It offers opportunities related to our core Express and Economy services. Moreover, some Pharma supply chains have similar requirements as those in Clinical Research. By serving the Pharma industry we can scale up services and solutions.
Can you provide some insight on market trends affecting the Healthcare industry?
RS: As regulations become stricter, we must ensure compliance with relevant guidelines. We are constantly working to provide the required quality management and control systems. Alongside increasing regulations, we see more biotechnological products. This increases the demand for temperature-managed solutions.
In Healthcare what areas do you plan to develop?
RS: Our ambition is to become an industry leader in deliveries and returns to hospitals to create drop and pick-up density. Next to this we will focus on deliveries to pharmacies and patients where it makes sense from a business perspective.
Our standard services combined with industry-specific solutions bridge the gap between specialist providers and integrators, offering customers the right features at value-based prices. To strengthen our position, we’re refining our value propositions in each sector by capturing industry requirements and trends, and by involving our lead users. For example, we’re working to launch TrialDat this year, a new data management system to provide customers with full visibility on clinical trial shipments.
What are the key challenges in Healthcare and how are you tackling them?
RS: Healthcare is sometimes perceived as a complex market with many technical constraints, so it may seem less accessible for salespeople. This is a potential barrier in developing new business. The SAM Healthcare team is working to make Healthcare easier to sell by providing sales teams globally with clear descriptions of value propositions, training, effective marketing materials and a user-friendly knowledge inventory of TNT Express’ Healthcare capabilities.
Last year we successfully launched a newsletter to share information and connect people in the global TNT Express Healthcare community. And the global SAM account managers have started to support BU account managers to successfully capture business opportunities. We already see positive results from these activities. We also started an initiative with interested countries to set up a focused sales approach to develop the highly lucrative clinical SME market. It’s great to see this initiative building momentum. I’m confident these efforts to work together more effectively will put us on the path for growth.