Logistics claims resolved in under a minute: the success story of the Gipuzkoa Pharmaceutical Wholesaler DFG
In the pharmaceutical value chain, distribution plays a crucial role: ensuring that each product reaches pharmacies on time and in the right condition. That is the daily mission of DFG, a pharmaceutical wholesaler operating in the Basque Country and Navarre, which has made logistics efficiency one of its core pillars.
Positioned between the pharmaceutical industry that manufactures and the pharmacies that dispense, DFG distributes medicines, medical devices and healthcare products, with a clear commitment to sustainability and continuous process improvement. As part of this ongoing effort, a specific need emerged: optimising the resolution of logistics claims arising from issues in order preparation.
A common challenge in pharmaceutical logistics: handling claims with agility
Although inevitable in any large-scale operation, these incidents place a significant burden on customer service and operations teams. Resolving them involved internal consultations, stock checks, coordination with the warehouse and, in many cases, increased costs due to duplicate shipments, reduced profitability due to the time spent on each claim, and a direct impact on the end customer’s experience.
With the aim of improving efficiency in the management of these claims, DFG began evaluating different solutions. The team was looking for a tool that would not only allow them to verify what had happened during order preparation, but also do so quickly, reliably and in an integrated way. That was when they chose Neptune, the system developed by Torsa.
Real-time logistics traceability system: accessible and connected
Neptune was installed in the order preparation area with a clear objective: to provide objective evidence of what is placed in each tote. Thanks to the .torsacloud business intelligence platform, the customer service team can access this information in real time, enabling them to quickly verify any claim and resolve it almost instantly.
“Thanks to Neptune, the Customer Service Department has clear, concise and reliable information about the entire order preparation process — what happened, damaged products, whether an item was not delivered, if more units were sent, or if there was a product swap, etc. This has strengthened our relationship with customers because it builds trust and allows us to resolve issues immediately,” says Alberto Guisado, Deputy Director of DFG.
The impact of the tool has been clear. Thanks to Neptune, DFG has reduced operational costs related to logistics claims by 33%, and has cut the response time for each claim to under one minute. A tangible improvement that has benefited both customers and the internal team by making their work easier and increasing their autonomy.
How to reduce logistics claims resolution time without changing your operation
Moreover, Neptune has been seamlessly integrated into the day-to-day operations of the warehouse. “From day one, the Customer Service, Technical and Operations Departments were already using the system. The user interface is very simple,” explains Guisado, who also highlights how easy it was to implement: “The installation, rollout and training were very straightforward. It didn’t interfere with the warehouse’s daily operations.”
A solution that improves customer service and reduces operational costs
In a field like pharmaceutical logistics, where every step matters, having tools that provide objective, accessible and real-time data not only improves customer service — it also reduces losses, streamlines processes and strengthens trust in every delivery.
📥 Want to learn more about how Neptune works and the results DFG has achieved since its implementation?
