When asked how high-touch patient models could evolve in the future, Natalie pointed towards collaboration and integration with supply chain partners. The right partners with the right technology improve supply chain visibility and increase on-time delivery rates. She predicts that customer segmentation will heavily influence the service model of a company going forward. For example, opting between direct-to-customer or specialty pharmaceuticals for drug distribution.
Natalie was also asked how Alexion stays aligned with patient treatment cycles. Regular patient outreach helps them collect relevant data and follow patients ordering patterns. It also helps modify services as needed, access markets efficiently, and manage payers and distributors effectively.