Case Study: STAT Deliveries for Home Infusion & Pharmacy

How a Specialty Pharmacy Partnered with Excel Courier to Streamline STAT Deliveries and Regain Control of Time-Sensitive Logistics

Overview

A home infusion and specialty pharmacy industry company came to Excel Courier in search of a delivery partner that could resolve the timeliness of their on-demand STATs. Handling biologics, traditional medications, and pumps for patients across the Virginia, Maryland, and Washington, D.C. region, they needed a logistics solution capable of meeting high-volume, time-sensitive demands without compromising quality of care. 

Challenge

The client had been managing their delivery needs through a patchwork of providers, including local, national, and international vendors at any given time. Each vendor offered a specific strength—familiar faces, perceived cost-savings, or technology—but none offered a balanced full package.

• The local vendor was appreciated for its consistency in personnel and pricing, but its capacity was strained. Timeliness, paperwork return, and invoice clarity were persistent issues.

• The national vendor offered expanded reach but delivered inconsistent pricing, struggled to cover after-hours and weekend STAT deliveries, and implemented frequent route changes that made budgeting unpredictable.

• The international vendor was economical, but their “next-day” delivery service frequently took up to 4 days, jeopardizing the viability of temperature- and time-sensitive packages.

Despite having an on-site dispatcher, communication breakdowns existed. The dispatcher was a welcome point of contact, but was the only point of contact. There was no additional proactive oversight of performance or service quality. 

The client was in limbo, feeling stuck between underperformance and piecemeal solutions.

Solution

The turning point came when the client shared a snapshot of their delivery data. Excel’s team transformed the raw file into an analysis, breaking down frequency, daypart trends, mileage, and geography. This data-informed approach empowered our team to deliver customized mileage-based rates that were transparent, easy to audit, and aligned with their unique delivery profile.

Operational Enhancements

• Transparent Billing: We provided the client with a rate structure based on mileage, along with a copy of our working spreadsheet and calculations, so they could understand and verify each invoice line by line.

• Dedicated Support Team:

  • Account Project Manager: Oversees all protocol, projects, escalations, and delivery monitoring.

  • Client Services Manager: Serves as the daily point of contact, coordinates with the client’s team, and manages all patient communications.

• Real-Time Communication: Once an order is picked up, our team proactively notifies the on-call pharmacist of the driver’s ETA and handles incoming patient calls for delivery updates—reducing the burden on the pharmacy team.

• Full-Service Oversight: Unlike previous providers, we offer 24/7 live operations team access, ensuring the client can get answers and assistance from multiple team members, not just one dispatcher.

• API Integration: Although we currently utilize API integration with our current software, Excel is working on a customized API integration using our new dispatch software, launching this year, to support seamless order entry and reduce manual work, especially for “sweep” orders.

• Proof of Delivery (POD): We ensure each delivery includes a POD with signature capture from the patient or caregiver, unless otherwise instructed.

• Ongoing Service Reviews: We conduct monthly (or as-needed) calls with the project manager, client account manager, and operations manager to review service performance, gather feedback, and implement continuous improvements.

Results

Since partnering with Excel Courier, the client has entrusted us with over 1,700 STAT deliveries and more than 60,000 miles driven in 2025 alone. This significant and growing volume is a clear reflection of the trust we've built and our ability to scale seamlessly while maintaining high service standards.

Excel has provided a stable, responsive, and transparent experience. Our dedicated account and client services team ensures every detail is managed, while monthly check-in calls provide a structured forum to review activity and identify opportunities for improvement. In fact, the client has since asked us to reduce the frequency of communication, a testament to the confidence they now have in our day-to-day performance.

As we continue to absorb additional work, the client remains assured that Excel’s infrastructure, oversight, and hands-on project management can support their continued growth without compromising the white glove experience their patients expect.

Looking ahead, the launch of a custom API integration in mid Q3 will further enhance their workflow, streamlining order entry, billing accuracy, and coordination of scheduled pickups.

Key Learnings

Scalability requires structure. Taking on over 1,700 STAT deliveries in just a few months was only possible because of Excel Courier’s established processes, flexible rate modeling, and cross-functional team support.

Data builds trust. By analyzing delivery data and presenting transparent rate calculations, we helped the client make a confident, informed decision—and laid the groundwork for long-term partnership.

Communication is as critical as delivery. Excel’s dedicated account team, proactive pharmacist notifications, and live client services support became a key differentiator.

Technology should enable, not hinder. Tech alone isn’t enough—it must be integrated with human responsiveness and accountability.

Consistency matters in healthcare logistics. When patients’ well-being is on the line, delays, unclear ETAs, or missing paperwork aren’t just operational failures—they impact care. Excel Courier’s emphasis on proof of delivery, escalation procedures, and clear protocols ensures our performance meets the sensitivity of the industry we serve.

Partner with Excel Courier to experience the difference of reliable and efficient life science logistics. Contact us today to learn how we can help you optimize your supply chain.

Contact Excel Courier today to learn how we can help you optimize your Specialty Pharmacy deliveries