Supply Chain Management: The Key to an Enthralling Customer Experience

In today’s era, delivering articulate customer experience has challenged and transformed the supply chain landscape inside-out for all businesses. In this article, Dharmil Sheth, Co-Founder and Whole-time Director of API Holdings will be talking about how the supply chain is constantly evolving to provide a better customer experience in the healthcare sector. The last couple of years have shown us the importance of healthcare in everyday lives. In the aftermath of the COVID-19 pandemic, health and well-being have drastically moved up most people’s priority lists. Likewise, the ‘Digital India’ initiative has given rise to a new ecosystem of online e-commerce businesses that enable door-to-door delivery of essential products, eliminating the need for people to step out of their homes. This has paved the road for the growth of many sectors like the e-pharmacy in India, which has since been on the rise in the post-pandemic scenario. Many traditional offline pharmacies have started offering drug delivery to customers’ doorsteps beginning last year to compete with the new-age e-pharma companies. This raises an essential question: does this render physical stores obsolete? No, that is not the case. To ensure that medicines are delivered to customers quickly, local pharmacy shops are now partnering with marketplaces or creating their own online storefronts. In keeping with the changing situations, this transition calls for an efficient and rapidly evolving supply chain in the healthcare sector. In any industry, a supply chain is the lifeline of the business. India prides itself on being a service-driven nation, and customer experience is at the core of every healthcare company. Undoubtedly, e-pharmacies have the potential and the grit to transform the Indian pharmaceutical space by introducing technological advancements in their supply chain. This will elevate their service efficiency, reduce distribution costs, and help them achieve exponential growth seamlessly.