{"id":4097,"date":"2025-10-16T14:36:34","date_gmt":"2025-10-16T12:36:34","guid":{"rendered":"https:\/\/torsaglobal.com\/caso-estudio\/how-dfg-reduced-logistics-claims-by-33-in-its-warehouse-with-neptune\/"},"modified":"2025-10-17T12:06:21","modified_gmt":"2025-10-17T10:06:21","slug":"how-dfg-reduced-logistics-claims-by-33-in-its-warehouse-with-neptune","status":"publish","type":"casos-de-exito","link":"https:\/\/torsaglobal.com\/en\/case-study\/how-dfg-reduced-logistics-claims-by-33-in-its-warehouse-with-neptune\/","title":{"rendered":"How DFG Reduced Logistics Claims by 33% in Its Warehouse with Neptune"},"content":{"rendered":"\n

Logistics claims resolved in under a minute: the success story of the Gipuzkoa Pharmaceutical Wholesaler DFG<\/h2>\n\n\n\n

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<\/strong>, a pharmaceutical wholesaler operating in the Basque Country and Navarre, which has made logistics efficiency<\/strong> one of its core pillars.<\/p>\n\n\n\n

Positioned between the pharmaceutical industry that manufactures and the pharmacies that dispense, DFG<\/a> 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<\/strong> arising from issues in order preparation.<\/p>\n\n\n\n

A common challenge in pharmaceutical logistics: handling claims with agility<\/h2>\n\n\n\n

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<\/strong>, reduced profitabilit<\/strong>y due to the time spent on each claim, and a direct impact on the end customer\u2019s experience.<\/p>\n\n\n\n

With the aim of improving efficiency in the management of these claims<\/strong>, 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<\/strong>, the system developed by Torsa.<\/p>\n\n\n\n

Real-time logistics traceability system: accessible and connected<\/h2>\n\n\n\n

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<\/strong> business intelligence platform, the customer service team can access this information in real time<\/strong>, enabling them to quickly verify any claim and resolve it almost instantly.<\/p>\n\n\n\n

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\u201cThanks to Neptune, the Customer Service Department has clear, concise and reliable information about the entire order preparation process \u2014 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,\u201d says Alberto Guisado, Deputy Director of DFG.<\/p>\n<\/blockquote>\n<\/blockquote>\n<\/blockquote>\n\n\n\n

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