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Cardinal Health Sales

To accelerate healthcare revenue growth by optimizing distribution channels and improving customer satisfaction to become the most trusted partner in healthcare

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To accelerate healthcare revenue growth by optimizing distribution channels and improving customer satisfaction to become the most trusted partner in healthcare

Strengths

  • DISTRIBUTION: Vast logistics network reaching 90% of US hospitals
  • SCALE: $200B+ annual revenue with 46,000+ employees globally
  • PORTFOLIO: Comprehensive medical and pharma product offerings
  • RELATIONSHIPS: Long-term contracts with major health systems
  • EXPERTISE: 50+ years industry experience in healthcare supply chain

Weaknesses

  • MARGINS: Thin profit margins (1.8%) constraining reinvestment
  • INNOVATION: Slower digital transformation than key competitors
  • INTEGRATION: Siloed systems limiting cross-selling opportunities
  • ANALYTICS: Limited real-time customer behavior visibility
  • TALENT: Challenges attracting specialized healthcare tech talent

Opportunities

  • SPECIALTY: Expanding high-margin specialty pharmaceutical services
  • DIGITAL: Enhancing digital ordering platforms for faster fulfillment
  • ANALYTICS: Leveraging customer data for personalized offerings
  • SUSTAINABILITY: Growing demand for environmentally-friendly packaging
  • CONSUMERIZATION: Direct-to-patient delivery model expansion

Threats

  • COMPETITION: Amazon's healthcare entry disrupting distribution
  • CONSOLIDATION: Healthcare provider mergers reducing customers
  • PRICING: Increased margin pressure from group purchasing orgs
  • REGULATION: Changing healthcare regulations impacting compliance
  • DISRUPTION: Tech-enabled startups targeting niche segments

Key Priorities

  • DIGITAL: Accelerate digital transformation of ordering platform
  • ANALYTICS: Deploy advanced analytics for customer insights
  • SPECIALTY: Expand high-margin specialty pharma services
  • INTEGRATION: Break down silos to enhance cross-selling
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To accelerate healthcare revenue growth by optimizing distribution channels and improving customer satisfaction to become the most trusted partner in healthcare

DIGITAL EXCELLENCE

Transform customer experience through digital innovation

  • PLATFORM: Launch enhanced e-commerce platform with real-time inventory visibility for 85% of products
  • ADOPTION: Increase digital ordering adoption to 75% of total order volume across all customer segments
  • EXPERIENCE: Achieve 50-point NPS improvement on digital platform user experience vs. previous version
  • ANALYTICS: Deploy predictive analytics dashboard with 92% forecast accuracy for top 250 customers
DATA ADVANTAGE

Harness customer insights to drive growth

  • SEGMENTATION: Implement AI-powered micro-segmentation model covering 100% of customer base
  • PREDICTION: Deploy churn prediction model with 85% accuracy to identify at-risk accounts
  • PERSONALIZATION: Deliver personalized product recommendations to 90% of active customers
  • DASHBOARD: Provide real-time sales analytics dashboard to 100% of field sales representatives
SPECIALTY GROWTH

Expand high-margin specialty pharmaceutical services

  • EXPANSION: Increase specialty pharma revenue by 22% year-over-year through targeted programs
  • PENETRATION: Achieve 35% specialty product penetration in existing customer accounts
  • SOLUTIONS: Launch 3 new specialty product bundles with integrated services components
  • ENABLEMENT: Train 100% of specialty sales team on consultative selling approach
ONE CARDINAL

Break down silos to maximize cross-selling potential

  • INTEGRATION: Implement unified CRM platform with 95% adoption across all sales teams
  • COLLABORATION: Establish cross-functional account teams for top 100 healthcare systems
  • INCENTIVES: Roll out new compensation plan rewarding cross-business unit sales growth
  • PLAYBOOKS: Develop and deploy 15 cross-selling playbooks across business segments
METRICS
  • Total Revenue Growth: 8% year-over-year
  • Customer Retention Rate: 95% for strategic accounts
  • Digital Order Percentage: 75% of total order volume
VALUES
  • Patient-Centered Innovation
  • Operational Excellence
  • Customer Focus
  • Integrity & Compliance
  • Collaborative Partnership
Cardinal Health logo
Align the learnings

Cardinal Health Sales Retrospective

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To accelerate healthcare revenue growth by optimizing distribution channels and improving customer satisfaction to become the most trusted partner in healthcare

What Went Well

  • REVENUE: Pharmaceutical segment grew 13% to $53.1B, exceeding forecast
  • SPECIALTY: Specialty solutions revenue increased 18% year-over-year
  • MARGINS: Medical segment profit margins improved 60 basis points
  • DIGITAL: Online ordering platform adoption up 22% vs previous quarter
  • EFFICIENCY: Operating expenses reduced by $87M through automation

Not So Well

  • MEDICAL: Medical segment revenue declined 2% year-over-year
  • RETENTION: Customer churn in small hospital segment increased 3.5%
  • IMPLEMENTATION: New CRM adoption below target by 15 percentage points
  • PIPELINE: New account acquisition fell short of goal by 12%
  • COSTS: Supply chain disruptions increased logistics costs by $32M

Learnings

  • SEGMENTATION: Targeted approaches yield better results than broad
  • DIGITAL: Digital-first customers have 28% higher lifetime value
  • TRAINING: Sales teams need enhanced product knowledge training
  • ONBOARDING: Streamlined customer onboarding reduces early churn 40%
  • FORECASTING: Current models underestimate market volatility impact

Action Items

  • SPECIALIZATION: Reorganize sales teams by healthcare provider segment
  • DIGITAL: Accelerate e-commerce platform enhancement schedule by 2 mo
  • ANALYTICS: Implement predictive churn model to identify at-risk accounts
  • TRAINING: Develop specialized product training modules for all segments
  • INTEGRATION: Create cross-selling playbooks between pharma and medical
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To accelerate healthcare revenue growth by optimizing distribution channels and improving customer satisfaction to become the most trusted partner in healthcare

Strengths

  • DATA: Extensive transactional data across healthcare ecosystem
  • INFRASTRUCTURE: Established cloud computing capabilities
  • INVESTMENT: Dedicated innovation fund for AI initiatives
  • PILOTS: Successful inventory optimization AI pilot programs
  • LEADERSHIP: Executive commitment to AI transformation

Weaknesses

  • TALENT: Limited specialized AI/ML expertise on staff
  • INTEGRATION: Legacy systems challenging to connect with AI tools
  • ADOPTION: Uneven AI literacy across sales and marketing teams
  • GOVERNANCE: Underdeveloped AI ethics and governance framework
  • PRIORITIZATION: Unclear AI use case roadmap and ROI metrics

Opportunities

  • FORECASTING: AI-powered demand prediction to optimize inventory
  • PERSONALIZATION: Customer-specific recommendations via ML
  • AUTOMATION: Streamlined order processing through AI workflows
  • INSIGHTS: Real-time market analysis for sales targeting
  • ENGAGEMENT: AI chatbots for 24/7 customer service support

Threats

  • COMPETITORS: Tech giants leveraging superior AI capabilities
  • SECURITY: Data privacy concerns limiting AI implementation
  • TALENT: Aggressive hiring of AI talent by competitors
  • INVESTMENT: Rapid AI evolution requiring sustained investment
  • EXPECTATIONS: Customer demand for AI features outpacing delivery

Key Priorities

  • FORECASTING: Deploy AI demand prediction for inventory optimization
  • PERSONALIZATION: Implement ML-based recommendation engine
  • TALENT: Strategic AI expertise acquisition and development plan
  • AUTOMATION: Streamline ordering with AI-powered workflows