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Start-up online pharmacy MEDS focuses on safe deliveries

"Most importantly, keeping your promises"

Marcus Ramstrand is logistics manager at the online pharmacy MEDS, the newly started challenger in the pharmacy market, with ambitious goals. MEDS is run by employees with a background in e-commerce and the pharmacy industry and has strong investors in the back.

With the experience Marcus brings from the pharmacy industry, he and his employees now have a clear plan for how deliveries will provide customers with the best possible experience and quality.

Network of logistics partners to reach all

The challenge initially was to ensure a network of suppliers who can offer high delivery reliability. MED's delivery offer therefore includes a number of different logistics partners. All customers are different and have different preferences, some want to get the delivery to an extradition point nearby, while others prefer to bring it home to the door.

"We put the customer's perspective in focus. One form does not suit everyone and therefore we do not just hire one logistics partner. The customer may also lack representatives for a particular partner in their locality, and then we must be able to offer them other options. If we were only to work with one logistics partner, we would also have very little bargaining power, both in terms of price and quality.

Delivery time controls the customer's choice

Marcus emphasizes that the importance of brand awareness for logistics options is an important factor when the customer chooses how the goods are delivered. Familiar brands bring a sense of security to the customer.

"Some suppliers offer lower prices, but others are of better quality and by quality I mean the supplier's ability to keep promised delivery time. How the customer chooses is of course also about what delivery time is presented at the checkout and what their experience with the logistics company. If you have had a bad experience at one point, you choose another next time.

The promise to the customer must always be kept

"The reason we chose to use DHL as a supplier was that they were able to offer the combination of good quality and a wide network of agents. I have not worked with DHL before but have had a very good experience them - both by their sales people and by the quality they provide. They are committed, provide good service and respond quickly to our questions. It matters a lot to us and of course affects how we choose to prioritize them at checkout when the customer has to pay.

In the end, Marcus says, however, it is most important to keep what you promise:

"Whether our customers or we choose to continue to buy services from different suppliers depends, of course, on past experience. My experience is that DHL gives our customers a high quality of delivery and a strong commitment and service towards us - they keep their promises.

Read our full Customer Case MEDS

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