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The Jean Coutu Group Trusts Fedex® for Delivery of Pharmaceuticals To Customer Success Story: The Jean Coutu Group The Jean Coutu Group trusts FedEx® for delivery of pharmaceuticals to retail locations in Canada FedEx utilized a collaborative approach with the Jean Coutu Group to meet its current transportation needs and to create a long-term strategic relationship. “Every time I get a call, About The Jean Coutu Group an e-mail, or simply The Jean Coutu Group (PJC) Inc. operates a network of 353 franchised drugstores in the provinces of Quebec, New run into a Jean Coutu Brunswick and Ontario (under the banners of PJC Jean Coutu, employee, I always PJC Clinique and PJC Santé Beauté) and employs more than have the feeling that 16,000 people. The company holds a signifi cant interest in Rite we are in a win-win Aid Corporation, an American drugstore chain with more than 4,900 locations in 31 states and in the District of Columbia. relationship” Business Need Jean-Nicolas Robert The Jean Coutu Group distribution centres in Longueuil, Québec National Account and Hawkesbury, Ontario provide its franchised retail locations Executive, FedEx with just-in-time delivery of pharmaceutical and personal care products. In order to meet the needs of individual pharmacies and to avoid spoilage of perishable pharmaceuticals, the Jean Coutu Group requires reliable, overnight delivery service to its retail locations. Having a transportation provider it could trust with sensitive shipments was paramount. Solution FedEx spent time fostering a collaborative relationship with the Jean Coutu Group to develop a long term strategy to support the company’s supply chain operations. Thanks to the fl exibility afforded to FedEx staff by the corporate mission to go beyond, the national account team was able to provide a customized solution that met all of the requirements set forth by the Jean Coutu Group. Customer Success Story: The Jean Coutu Group Developing a Business Relationship Based on Trust One of the many things the FedEx account team did to help build the relationship and earn the trust of the Jean Coutu Group was to organize tours of FedEx facilities for the logistics team so they could see fi rst-hand how its packages would be handled. FedEx technology also played a role in earning the trust of this valued client. Package status tracking on fedex.ca offers shipment visibility from pickup to delivery, enabling the Jean Coutu Group to provide its retailers with a superior customer experience. Knowing that its shipment locations or status can be determined with just a few clicks of the mouse, or a package could be easily traced with a quick call to FedEx customer service provided peace of mind. Delivering Flexibility and Customization Shipments leaving the distribution centre in Hawkesbury are not Results available until later in the day, past the normal cut-off times for The Jean Coutu Group can relax knowing that its pharmaceutical the area observed by FedEx and other transportation providers products are being delivered on time. “FedEx helped us get the serving the region. FedEx was able to develop a customized right product, to the right place, at the right time,” said Michel pickup schedule for the Jean Coutu Group, in order to meet the Larivière, Director of Transport for the Jean Coutu Group. Thanks distribution centre’s needs. to the consistently reliable delivery service FedEx provides, the company receives more orders from its retailers, contributing The Jean Coutu Group was provided with a single point of to its bottom line. “Working with FedEx has been very easy, contact for customer service. This dedicated customer service Everyone at FedEx whom we have dealt with has provided agent visited the facilities to ensure they understood the exceptional customer service.” distribution centre’s operations and shipping needs in detail in order to be fully equipped to provide exceptional service and The relationship the two companies have built together is quickly resolve any issues that might arise. the real success that will provide results for years to come. “Every time I get a call, an e-mail, or simply run into a Jean FedEx further helped the Jean Coutu Group logistics team by Coutu employee, I always have the feeling that we are in a integrating the FedEx Ship Manager™ electronic shipping tool win-win relationship,” said Jean-Nicolas Robert, the FedEx into the existing logistics system used by the distribution centres. national account executive who manages the Jean Coutu Group This not only made shipping with FedEx easier, but helped relationship. increase overall effi ciencies in the supply chain. As the marketplace evolves, both companies will continue to FedEx also provided support for the Jean Coutu Group retail work together to address changing needs “There are other network. To facilitate the transition to using FedEx as a opportunities for us to provide value-add consulting services, and transportation provider, the FedEx sales and marketing teams leverage the services of other FedEx operating companies to help created co-branded marketing materials to announce the the Jean Coutu Group with business development, maximization, relationship to the franchisees. Special pricing was also and ultimately cost savings,” said Mr. Robert. extended to the retail franchisees for their own shipments. To learn more about FedEx transportation services and business solutions, visit fedex.ca. For information about how FedEx can develop a customized solution to meet your unique shipping needs, contact your FedEx account executive. .
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