Logistics is often thought of as merely a transactional, pick-pack-and-ship business, where the metrics that matter are operational. However, when transporting critical medications that have an immeasurable impact on the lives of patients, the importance of providing dedicated customer support, as well as effective collaboration and communication, cannot be overlooked. That’s why Cardinal Health 3PL Services recently created the role of Manager of Customer Experience. 3PLeader spoke with Amy Hodge about this new role and the importance of ensuring a high quality customer experience.
Amy Hodge: I joined Cardinal Health 3PL Services in 2000 as a Customer Service Representative. At that time, we occupied just a small portion of just one of our current buildings, with 20 employees and 5 clients. Over the past 18 years I have held various positions throughout the business managing customer service, accounts receivable, chargebacks, returns, new business implementations and the account management team. As we’ve grown to four buildings in the LaVergne area, over 350 employees and 140+ clients, I am so thankful to be a part of the growth and development of the company and the employees.
Amy: Cardinal Health 3PL Services has always maintained a hyper-focus on accurate and efficient management of day-to-day order management and pick-pack-and-ship services for pharma manufacturers. The results we deliver have made us very competitive in the 3PL space. About three years ago we wanted to understand how we can deliver even more to our clients and what made us different from other providers. We were introduced to a company called Traub Hospitality, who focuses on training organizations such as the Four Seasons and the Ritz Carlton on how to provide luxury hospitality to both internal and external clients. As a business, we want to provide our staff with the tools and resources to execute the best possible experience for manufacturers, their customers and to each other. The Manager of Customer Experience role reflects our commitment to customer service. Building it right into our organizational structure demonstrates the dedication we show toward ensuring outstanding client support in everything we do.
Amy: We always consider how customer experience fits in to all aspects of our business. Are we listening to our clients’ unspoken needs or concerns? How do we provide proactive solutions that go above and beyond? We pride ourselves on collaboration and communication and a good example of this is our workplace environment. We are one of the few 3PLs to co-locate our warehouse and customer service teams so that they can communicate directly and enhance the efficiency of delivering pharmaceuticals to our clients’ customers.
Amy: When I took on the Manager of Customer Experience role, I began by looking at the results of our Voice of the Customer survey and the feedback we receive from our clients. Many people may not know that we also conduct a Voice of the Employee survey to help enhance operations both externally and internally. We’re in the process of revamping the client survey to better understand our client needs and recognize both where we’re doing well and where there are opportunities to enhance our services. Additionally, I have been observing client meetings to identify areas where we can improve and celebrating what we do well. We are incorporating clients into our biannual all-employee town hall meetings by inviting manufacturers to come and speak to our employees about their products and the impact they have on patient lives.
Amy: I have a passion for growing and developing people and processes. I want to bring people together to build a better everything—process, team, culture, you name it. This job is exciting because it is new to Cardinal Health and is focused on collaboration, diversity and inclusion. I love this job because it is focused on ensuring people have the best experience possible when interacting with our team and with each other — whether it is a client or a department within the company.
You can reach out to Amy with your customer experience at email@example.com.