Uncover how Biocair, a global leader in pharmaceutical logistics, navigated the complexities of transforming their operational processes using HubSpot Service Hub.
Learn how Struto’s tailored pilots helped address their challenges of inconsistent processes and lack of visibility, paving the way for future potential in streamlined logistics management. Explore the insights and lessons from this collaboration that highlight the transformative power of integrating advanced CRM solutions in a globally diverse organisation.
Biocair, a global logistics specialist established in 1986, is dedicated to the pharmaceutical, biotechnology, and life sciences sectors. With operations in over 160 countries, Biocair has built a formidable reputation for delivering time-sensitive and temperature-controlled supply chain solutions tailored to the needs of scientific research and clinical development.
The company’s extensive services, including cold chain logistics, clinical trial support, and regulatory compliance, are underpinned by Good Distribution Practice (GDP) standards. Biocair’s unique approach involves employing scientists in frontline logistics roles to ensure expert handling of sensitive materials. As a key player in the life sciences logistics field, Biocair continually seeks innovative solutions to streamline its operations and enhance its customer experience.
Biocair faced a significant operational challenge - the lack of a cohesive system to manage order placement and delivery arrangements across its numerous global customer success and operations teams. These teams, spread across multiple offices in different countries, were working in siloes, relying heavily on shared email inboxes and disparate processes developed within Outlook. This resulted in inconsistencies and a lack of visibility into metrics such as response and resolution times, hindering leadership's ability to assess performance across different teams.
Struto took on the project to address this challenge, which came through a HubSpot representative, and involved onboarding Biocair onto HubSpot Service Hub. Given the scale of their operations, a consistent, efficient, and trackable system was essential.
Struto consulted with Biocair to design a tailored solution. The goal was to transform their fragmented order management process into a streamlined, efficient system within HubSpot. This involved a consulting phase to identify the optimal approach for onboarding their teams onto HubSpot's Service Hub, complemented by insights into utilising other elements of the HubSpot platform they were already using, such as HubSpot Marketing Hub.
Two pilot programmes were developed: one leveraging the team's existing email processes integrated into the HubSpot inbox and another using the Help Desk, which required Service Hub seats. Struto provided documentation detailing the configuration processes for both pilots, empowering Biocair to take ownership of their roll-out strategy. These meticulously crafted solutions allowed for tagging, assignment, and reporting within HubSpot, ensuring leaders could easily access the data needed to drive strategic decisions.
Though the solution showed promise, Biocair faced some challenges during implementation. The scope of their operations meant that rolling out Service Hub seats to a large number of staff required careful financial planning.
Additionally, implementing change management strategies was necessary to ensure a smooth transition, as teams were familiar with their existing processes. As a result, the rollout proceeded at a measured pace, and some teams continued to use traditional methods alongside the new system - as they tackle the change management and software adoption process internally.
- Estee Hall, Head of Production at Struto
The results of the Biocair project highlight a strong foundational success, as evidenced by the significant improvements in order tracking and team communication achieved through the pilot implementations. Embracing a strategic approach, Biocair has taken the rollout in-house, focusing on managing change and fostering software adoption.
By doing so, they are ensuring a gradual and well-paced implementation across their global operations. This measured approach promises to unlock substantial efficiency gains and enhanced transparency, paving the way for continued advancements in logistics management.
Biocair is well-positioned to reap the benefits of Service Hub's holistic visibility and streamlined processes. While the complete implementation across all teams is unfolding, the project showcases the impactful enhancements of a well-integrated CRM system. As Biocair continues its strategic journey, the solid foundation established by Struto holds great promise in transforming and elevating their operations.
The scope for future work remains promising, as Biocair continue their journey towards a more comprehensive adoption of HubSpot solutions. With a focus on aligning internal strategies and optimising resources, Biocair is set to harness the full potential of the tools available.
Struto stands ready to support this journey, offering expertise to help achieve unrivalled efficiency and effectiveness in logistics management. This collaboration underscores the importance of maintaining strategic change management and stakeholder engagement as essential elements in digital transformation. Through collaboration, Biocair and Struto can ensure that the logistics expertise continues to be supported by best-in-class technology solutions.