CVS HEALTH
This would be a sizable challenge for any chief supply chain and logistics officer , but Mario says it is made even more complex by “ the speed of change the entire industry is going through ”.
“ Consumers are more and more asking for multiple options on how to get their products delivered , so we are in a very omnichannel world ,” he explains .
“ People want to buy from the comfort of their home , but some want to pick up in-store and some want home delivery ,” says Mario . “ Others need to drive to a store or pharmacy , for face-to-face interactions with our wonderful store colleagues , pharmacists and technicians ”.
The speed and the velocity required to satisfy these hungry customers is “ an evolving challenge for us ”, he says .
Omnichannel is reshaping the CVS Health supply chain Omnichannel is reshaping the CVS Health supply chain in sectorsspecific ways , too , with the company offering flexible services across the portfolio of health care products and services .
Explaining this is CVS Health VP , Network Strategy & Engineering , Dan May , who says that omnichannel has added a new dimension of offerings CVS can deliver to customers .
“ As part of their health insurance benefits , many consumers are given either a monthly , quarterly , or annual allotment that can be spent on over-the-counter health products .”
“ We now have a really nice fulfilment model whereby we ship these products by home delivery through four of our fulfilment centres .”
“ We also offer same-day delivery services where CVS items and prescriptions can be delivered in as little as three hours .”
He adds : “ We have a significant store footprint that we can leverage . The combination of our fulfilment centres and stores is allowing best-in-class service to all customers .”
Of course , embracing omnichannel in this way is a huge challenge , and not just technologically , Mario points out .
“ We ’ re making some impactful investments ,” he says , “ but really , it starts with making sure you have the right team in place with the right skillset . Having the right talent , and ensuring the team is placed in the right area , is critical for success .”
This , he stresses , was “ step number one ” for CVS Health when , three years ago , the organisation set out on the transformation journey it is currently mid-way through .
And empowering its people to transform health care is a guiding principle at CVS Health – something it describes as ‘ Heart at Work behaviours ’.
“ These principles enable our teams to deliver on our strategy ,” Mario explains . “ They guide how we conduct ourselves every day . First , we take care of our colleagues , because this allows us to take care of our customers wherever they are on their health care journey . Within all this there is of course a lot of hard work and passion .”
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