The Challenge
In preparing for the launch of a time-sensitive, temperature-sensitive therapy, a pharmaceutical manufacturer faced an exceptionally complex set of logistics and operational demands. The product required precise cold-chain handling, and the retail market expected delivery within a very short seasonal window—coinciding with other immunization campaigns.
While the foundational distribution network was established, the realities of commercialization quickly exposed executional gaps. Small parcel shipments, essential for restocking and maintaining supply continuity, began triggering frequent temperature excursions. These excursions—often related to inconsistent pack-out methods and unstandardized placement of monitoring devices—led to uncertainty about product viability and disrupted timely delivery to key retail partners.
Internally, teams worked tirelessly to manage the fallout. However, the downstream effects rippled across departments: finance teams struggled to track replacement shipments, quality assurance faced rising volume in product reviews, and the distribution team managed escalating manual rework.
The turning point came when the third-party logistics provider, overwhelmed by the frequency of excursions and the lack of clear handling protocols, made the difficult decision to pause shipments. This operational standstill prompted leadership to reevaluate the approach—and recognize that a strategic reset was needed.
Recognizing the need for specialized guidance, the manufacturer engaged Two Labs to help stabilize the situation. Their role was clear: assess and address the root causes, rebuild operational confidence, and lay the foundation for a smoother, more successful next commercial season.
The Two Labs Solution
As operational challenges mounted, Two Labs was brought in to provide immediate support and long-term structure. From day one, the team prioritized understanding the manufacturer’s pain points — engaging directly with distribution partners, quality leads, and internal stakeholders to diagnose the root causes of recurring temperature excursions.
One of the first critical discoveries: the product’s packaging had never been formally validated for the temperature-sensitive payload. In parallel, the logistics provider lacked clear, standardized work instructions for managing and packing the shipments, resulting in key errors such as temperature monitoring devices being placed directly on ice packs, triggering false alarms. Two Labs worked quickly to develop validated pack-out strategies, optimize placement of monitoring devices, and establish clear, documented SOPs to guide 3PL execution.
Beyond logistics, the partnership extended into operational coordination. Two Labs embedded with internal leadership to bring visibility to issues impacting inventory tracking, shipment reconciliation, and retail partner communication. This collaborative model ensured no function was siloed—enabling a fully cross-functional reset in time for the next season.
As one team member noted,
“Two Labs has been the consistency. You guys set it up, and we didn’t miss a beat.”
The Results
With Two Labs onboard, the manufacturer completed a full operational reset in time for the next season. Validated pack-outs, clear SOPs, and a cohesive playbook brought consistency to a previously unpredictable process. Temperature excursions dropped, shipment tracking improved, and internal teams—from quality to finance—gained relief from constant manual triage.
Critically, the support went beyond logistics. Two Labs helped realign cross-functional efforts and foster transparency across the supply chain. The result was a smoother path to market and stronger confidence from retail partners and internal stakeholders alike.