SALES AND ORDER PROCESSING
Sales of generic medicines and order fulfilment in Poland
As a distributor, we sell products, process orders and fulfil contracts. We determine the scope of our cooperation for an individual product, a group of products or a portfolio, depending on the distribution model and the division of responsibilities between the parties.
B2B consultation
common challenges
When should you use this service?
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SCOPE OF THE SERVICE
What does sales support involve?
01 Sales and order processing
We sell products and handle related enquiries and orders:
- we prepare quotations and commercial offers in response to direct enquiries;
- we accept and process orders and provide updates on their fulfilment;
- we sell products to hospitals and other healthcare providers, and, depending on the product, also to retail pharmacies, pharmaceutical wholesalers and other authorised recipients.
- we also carry out sales outside the scope of concluded tender contracts.
02 Fulfilment of concluded contracts
We process orders placed under existing contracts and monitor their fulfilment:
- we check that orders comply with the terms of the contract;
- we monitor the fulfilment of contracts covered by our cooperation;
- we notify the relevant parties when further fulfilment of the contract requires additional arrangements.
03 Services for branches and other customers
We provide direct support to branches and other customers to whom we sell our products.
- We provide information on product availability and order status;
- we clarify issues relating to orders and the fulfilment of contracts;
- in matters requiring a decision or confirmation from the manufacturer, we liaise with them to agree on the next steps.
04 CITO mode operation
For products covered by this service, we accept urgent CITO hospital orders relating to life-saving care
- the facility can place an order 24 hours a day, 7 days a week, including Sundays and public holidays;
- we accept the order, check whether it can be fulfilled and coordinate further actions;
- we inform the facility of the order’s status.
HOW DO WE WORK?
What do we agree on before we start providing the service?
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From the manufacturer’s perspective
The information required depends on the product and the scope of the collaboration. To begin with, we primarily need:
- a list of products or SKUs to be covered by the service;
- the planned launch date;
- current or planned sales channels and target audiences;
- available data on sales and order volumes, as well as planned volumes, if these have already been determined;
- approved prices and commercial terms, as well as any existing contracts to be implemented as part of the collaboration, together with the key terms of their execution;
- information on the current distribution model and division of responsibilities, if the product is already on sale.
Reporting
Analysis of sales and contract fulfilment
Depending on your requirements and the agreed scope of the collaboration, reporting may include:
- Sales and orders
- order fulfilment statuses
- utilisation of the quantities and values specified in the contracts being fulfilled
- product availability, shortages and agreed substitutes
- increases in quantity or value, addenda and other changes relating to the performance of contracts
- matters requiring a decision or agreement on the part of the partner
FACILITIES
Urtica’s sales and distribution network
01 Experience in sales to hospitals throughout Poland
We work with hospitals throughout Poland and maintain direct, long-term relationships with these institutions. Regular contact enables us to identify their needs and any issues that arise during the ordering process and the day-to-day management of products.
02 Hospital and specialist sales teams
Specialised teams are responsible for hospital and specialist sales. Regional Coordinators maintain direct contact with, amongst others, hospital pharmacies, pharmacy departments and other units within healthcare facilities.
03 Dedicated support for manufacturers’ projects
For selected projects, we can provide a dedicated point of contact or a team to support day-to-day sales, handle enquiries and orders, and liaise with specific customer groups.
04 Tools to support customer service
We also support our collaboration with partner organisations through online tools. On e-Urtica, partner clients can, amongst other things, submit price enquiries, make complaints and access invoices online.
WE MONITOR THE PROCESS AT EVERY STAGE
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01
The quantity or value specified in the contract is running out
Required action
When the quantity or value specified in the contract is nearing its limit, it is necessary to determine whether further orders can still be fulfilled under the contract or whether additional arrangements are required.
What do we do?
We monitor the utilisation of the contract’s quantity and value. When these are nearing exhaustion, we notify the relevant parties and coordinate arrangements regarding the contract’s continued performance, such as increasing the quantity or value, or entering into an amendment.
Division of responsibilities
Any increase in quantity or value, or any amendment to the contract by way of an addendum, is subject to the fulfilment of the terms of the contract and the relevant agreements. Urtica does not make such changes on its own initiative.
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02
Product not available
Required action
If the product covered by the contract is unavailable, we will determine whether the order can be fulfilled in another way.
What do we do?
We check the product’s availability and possible solutions, including whether a substitute product can be used. If necessary, we agree on the next steps with the manufacturer and the facility.
Division of responsibilities
Whether it can be used depends on the product’s characteristics, the terms of the contract, the facility’s requirements and the necessary arrangements.
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When you need to plan your stock, storage and deliveries of the product to the right recipients.
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Communication with pharmacists and other healthcare professionals
When, in addition to day-to-day sales support, you need to plan communications with pharmacists or other professional clients.
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About the company
Urtica – pharmaceutical wholesaler and distributor of medicines
Urtica is a pharmaceutical wholesaler with over 35 years’ experience on the Polish market, specialising in serving the in-patient healthcare sector. As a distributor of medicines, we work with manufacturers and professional customers throughout Poland.
Our activities include the distribution of medicines, warehousing, stock management and pharmaceutical logistics, as well as processes relating to procedures, contract fulfilment, complaints, settlements and reporting.
We work with manufacturers of generic, originator and innovative medicines, as well as with hospitals, pharmacies, other healthcare providers and pharmaceutical wholesalers.
Contact
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