XPO Logistics, Inc.

BACKGROUND

Introduce your business and what you do there.

We’re a health care delivery system, and I’m a director in the company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with XPO Logistics, Inc.?

There’s a lot of items that have to be moved around from hospital to hospital in a cost-effective and timely manner.

SOLUTION

What was the scope of their involvement?

We work with them in giving out items that we need in our general supply chain throughout 25 hospitals. They can deliver overnight, deliver heavy items, bulk items, and pallets within the timeframes and temperature specifications we require, which is always significant for us.

What is the team composition?

We have a few different account managers that we work with — there’s a whole business team dedicated to us.

How did you come to work with XPO Logistics, Inc.?

It was through an RFP process; we were looking for vendors that played in the space. XPO Logistics stood out with their supply chain, their logistics capacity, and their ability to work within the western US. We also took into account other customer reviews and opinions from other hospitals that were using them. They could also easily integrate with our system at a fair cost for us.

How much have you invested with them?

We spend around $250,000–$1,500,000 with them annually.

What is the status of this engagement?

We started working together in October 2015, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The commitment dates are being met; they provide a timely service when it’s needed. Also, they provide unique requests for the more challenging logistical items that we need to ship. We’re also considering customer satisfaction; we send out surveys to managers and directors from several organizations.

How did XPO Logistics, Inc. perform from a project management standpoint?

We have scheduled quarterly reviews with our account manager. We also have phone calls for any other thing that we need to do.

What did you find most impressive about them?

They have a large integrated network, and that’s a big thing. They can also connect and provide us with different kinds of resources — there’s a lot of supply chain partners that they can work with to get the job done. In addition to that, they can crank through the sheer amount of volume that they work with, which is also a good thing.

Are there any areas they could improve?

I think they can improve a little bit on their customer service and their commitment to delivery dates.

Any advice for potential customers?

Do your due diligence and make sure that they’re the right vendor for your needs. Also, don’t go into a long-term commitment without identifying what they can provide to your business as an organization.