SALES AND ORDER PROCESSING
Sales of branded 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 the relevant outlets and other authorised customers, depending on the product and the agreed method of sale;
- we also manage projects where the sales method requires the scope of product and customer support to be determined on a case-by-case basis.
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 the partnership;
- we notify the relevant parties when further fulfilment of the contract requires additional arrangements.
03 Support for branches in relation to product sales
We provide direct support to the outlets selling the product and remain in regular contact with them regarding operational matters.
- We provide information on product availability and order status;
- we clarify issues relating to orders and the fulfilment of contracts;
- within the agreed scope, we gather information on current operational issues relating to sales, orders or the fulfilment of contracts and pass this on to the relevant department;
- in matters requiring a decision or confirmation from the manufacturer, we agree on the next steps with them
04 CITO mode operation
For products covered by this service, we accept urgent CITO hospital orders relating to life-saving situations.
- 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:
- the product, product group or project to which the collaboration relates;
- the planned launch date
- the planned target groups and, if already identified, the outlets covered by the project;
- any available data on current or planned demand, orders and volumes, if these have already been determined;
- approved prices and commercial terms, as well as any applicable contracts, if these are to be implemented as part of the collaboration, together with the key terms of their performance;
- information on the method of purchasing the product, the current distribution model and the division of responsibilities, if these have already been defined.
Reporting
Visibility of sales and product support
Depending on your requirements and the agreed scope of the collaboration, reporting may include:
- Sales and orders
- order fulfilment statuses
- the fulfilment of tender contracts, where the product is sold under such contracts
- product availability and reported stock shortages
- sales and orders relating to partner outlets – to the extent that data is available and agreed
- matters requiring a decision or agreement on the part of the manufacturer
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 the e-Urtica portal, our partner clients can, amongst other things, submit price enquiries, lodge complaints and access their invoices online.
WE MONITOR THE PROCESS AT EVERY STAGE
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01
The branch has reported a problem with the fulfilment of the order
What needs to be agreed?
We need to establish the cause of the problem and whether it can be resolved as part of our standard service, or whether it requires further consultation with the branch or a decision by the partner.
What do we do?
We review the report, take the appropriate action on Urtica’s part and – if a decision from the manufacturer is required – provide them with the necessary information and agree on the next steps.
Division of responsibilities
Urtica does not make decisions on behalf of its partners or branches which, under the agreed model, remain their responsibility.
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02
Product not available
What needs to be agreed?
If a product is out of stock, this may prevent your order from being fulfilled within the expected timeframe.
What do we do?
We are assessing the current situation and whether the order can proceed. We inform the facility of the status, and if the situation requires action on the part of the manufacturer, we agree on the next steps with them.
Division of responsibilities
The possible solution depends on the product, how it was purchased, the terms of the contract and the necessary arrangements. We do not automatically assume that a replacement product can be used.
Discover our other services
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Hospital tenders and the awarding of contracts
When a product is purchased under this procedure, the sale requires participation in a tender process and the conclusion of a contract with the institution.
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Pharmaceutical warehousing, stockholding and distribution
When stock, storage and deliveries need to be tailored to the requirements of a specific product and project.
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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 the relevant professional audiences, tailored to the status of the product and the project.
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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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