MSD is a leading post-acute service solutions provider serving the Home Infusion, Home Medical Equipment, and Oncology Markets.

Medical Specialty Distributors, LLC Stoughton, MA

PROBLEM: Reliability
MSD ships nutritional supplements, infusion therapy, incontinence products and respiratory care supplies. These high-value products not only require on-time and intact delivery, but also a concierge touch not found with the two global carriers. The notion of “over the threshold” product delivery is key to their success.

SOLUTION: Superior "over the threshold" service
LSO not only provides customizable pickup/delivery options and over-the-threshold delivery, but also is able to provide dedicated Account Managers to clients with special needs such as with medical devices and medical supplies. Products may also be too bulky or too heavy for many patients and caregivers. LSO carriers take the time to carefully follow custom shipping instructions, even to carry products inside a facility or home and place them in a convenient location. LSO drivers are flexible, friendly and responsive, matching the key elements of MSD’s brand to their customers. Importantly, LSO scores at the top of the list of regional carriers for MSD, with the lowest complaints for damages, delays, delivery errors or lost shipments. Global carriers struggle to provide such dedicated services to every geography, while a regional carrier such as LSO has built its entire business toward this goal.

Voice of the Customer
“The extra level of service by a regional carrier such as LSO makes the difference in gaining and maintaining clients.”
“Getting answers quickly is critical to First Touch Resolution,” Stoddard said.
“We have exceptional response times with LSO.”
“The nature of our business, plus our steady business growth, requires a number of capabilities in the regional shipping partner we choose – reliability, responsiveness, flexibility and price – to name a few.”
– Maryann Stoddard, Director of Transportation, MSD

Click here to read the full MSD case study