Healthcare
Better Visibility. Better Deliveries. Better Customer Experiences.
Baxter wanted to provide their customers with a better customer experience even though they do not operate last mile delivery vehicles. Customer outcomes and feedback are crucial to their business. They had to rely on third party carriers for status updates and this void in timely information and feedback mechanisms not only resulted in a lack of insights into service quality but also contributed to unnecessary escalations. This case study explores how Baxter gained visibility into their delivery network and extracted valuable customer insights in the last mile.
The Results with Radaro
4.7
/5
Average customer feedback
4.7
/5
Average customer feedback
92
%
DIFOT rate
92
%
DIFOT rate
<
3
%
Failed deliveries
<
3
%
Failed deliveries
Company Overview
With a legacy spanning over 85 years, Baxter Canada has been at the forefront of groundbreaking medical advancements that have reshaped the healthcare landscape. Starting with the introduction of the very first commercially available intravenous solutions, their journey has led to today’s cutting-edge developments in acute, nutritional, renal, and surgical care. Baxter Canada remains steadfast in its dedication to delivering top-tier healthcare solutions in a more efficient and cost-effective manner and assisting healthcare providers in addressing the contemporary challenges of healthcare delivery
Industry
Healthcare – Medical Equipment
Employees
60,000 (global)
Use Cases
Customer Experience Optimisation/Delivery Efficiency Optimisation
01.
The Challenge
Customer Service centers are unable to monitor the delivery progress, leaving Baxter customers in the dark about their shipment's ETA and no mechanism for collecting customer feedback on each delivery interaction, leading to a lack of insight into service quality.
Delays in responding to customer inquiries about the status of their deliveries that result in losing customers to competitors with more responsive service offerings.
Access to analytics data to assist in route optimisation and identify future savings opportunities.
02.
The Solution
Streamlining the delivery status process for Customers, Customer Service teams, and Drivers by implementing Radaro's mobile app for real-time delivery status updates.
Home care patient representatives can access Radaro’s platform for live updates, reducing the need for repetitive calls with carriers when dealing with patient delivery inquiries.
Radaro's driver app offers operational visibility over dedicated carrier networks, and monitoring whether drivers depart from warehouses on schedule and taking corrective action if necessary.
03.
The Outcome
Reducing customer inquiries, and minimising response time delays caused by communication hurdles.
By enabling Baxter to enforce delivery expectations, the implementation Radaro eliminates the need for ETA calls and improve their complaint management process by allowing Baxter to hold carriers accountable to the delivery expectations.
Enabling more precise control over the allocation of dedicated delivery volumes based on carrier performance improved service quality and cost efficiency.
The Results with Radaro
4.7
/5
Average customer feedback
92
%
DIFOT rate
<
3
%
Failed deliveries
Company Overview
With a legacy spanning over 85 years, Baxter Canada has been at the forefront of groundbreaking medical advancements that have reshaped the healthcare landscape. Starting with the introduction of the very first commercially available intravenous solutions, their journey has led to today’s cutting-edge developments in acute, nutritional, renal, and surgical care. Baxter Canada remains steadfast in its dedication to delivering top-tier healthcare solutions in a more efficient and cost-effective manner and assisting healthcare providers in addressing the contemporary challenges of healthcare delivery
Industry
Healthcare – Medical Equipment
Employees
60,000 (global)
Use Cases
Customer Experience Optimisation/Delivery Efficiency Optimisation
01.
The Challenge
Customer Service centers are unable to monitor the delivery progress, leaving Baxter customers in the dark about their shipment's ETA and no mechanism for collecting customer feedback on each delivery interaction, leading to a lack of insight into service quality.
Delays in responding to customer inquiries about the status of their deliveries that result in losing customers to competitors with more responsive service offerings.
Access to analytics data to assist in route optimisation and identify future savings opportunities.
02.
The Solution
Streamlining the delivery status process for Customers, Customer Service teams, and Drivers by implementing Radaro's mobile app for real-time delivery status updates.
Home care patient representatives can access Radaro’s platform for live updates, reducing the need for repetitive calls with carriers when dealing with patient delivery inquiries.
Radaro's driver app offers operational visibility over dedicated carrier networks, and monitoring whether drivers depart from warehouses on schedule and taking corrective action if necessary.
03.
The Outcome
Reducing customer inquiries, and minimising response time delays caused by communication hurdles.
By enabling Baxter to enforce delivery expectations, the implementation Radaro eliminates the need for ETA calls and improve their complaint management process by allowing Baxter to hold carriers accountable to the delivery expectations.
Enabling more precise control over the allocation of dedicated delivery volumes based on carrier performance improved service quality and cost efficiency.
Take Control of Your Last Mile
Discover what Radaro can do for you
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Radaro is the intelligent delivery management platform built for complex, real-world supply chains.
Deliver Better At Every Mile.
Company
Radaro © 2026. All rights reserved.
Take Control of Your Last Mile
Discover what Radaro can do for you
Radaro is the intelligent delivery management platform built for complex, real-world supply chains.
Deliver Better At Every Mile.
Company
Radaro © 2026. All rights reserved.
Take Control of Your Last Mile
Discover what Radaro can do for you
Radaro is the intelligent delivery management platform built for complex, real-world supply chains.
Deliver Better At Every Mile.
Radaro © 2026. All rights reserved.
Take Control of Your Last Mile
Discover what Radaro can do for you
Radaro is the intelligent delivery management platform built for complex, real-world supply chains.
Deliver Better At Every Mile.
Company
Radaro © 2026. All rights reserved.
