Takeda Italia: digitalising and automating order and returns management

Integrated digital solutions for optimising documentation flows, traceability and exception management.

The customer

Takeda Italia: global biopharmaceuticals company with healthcare at its core

Takeda is a global biopharmaceuticals company devoted to “creating better health for people and a brighter future for the world”. Established over 240 years ago, the Group now has around 50,000 employees working across more than 80 countries and develops innovative drugs in six core therapeutic areas: gastrointestinal and inflammation, rare diseases, plasma-derived therapies, oncology, neuroscience and vaccines.

Takeda has had a presence in Italy for over 40 years. Its Italian branch contributes to the wider Group’s strategy particularly by way of its advanced manufacturing network, which specialises in plasma fractionation. The company works closely with patient organisations, creates strong partnerships with healthcare institutions and runs digital support tools and home care services, to improve patients’ experience and their quality of life.

The challenge

Takeda Italia’s focus on order and returns management

Always seeking to improve its service, Takeda Italia redesigned its order management and reverse distribution processes, reducing the number of manual tasks and strengthening end-to-end visibility of its processes.

The main objectives of the initiative included:

Simplifying the management of orders and of all related documentation, across multiple channels.

Enabling faster exception identification and management.

Creating more structured workflows between internal teams and external partners.

Optimising traceability, document retrieval and process checks.

Facilitating digital processes that integrate seamlessly with all the company’s key systems.

The solution

Tesisquare’s digital platform automates processes and management by exception

Tesisquare has supported Takeda Italia by implementing an integrated digital platform designed to increase order status visibility, automate repetitive tasks and facilitate management by exception.

The solution helped standardise and streamline operations at all ends of the process, from document retrieval and data processing to exception management, approval processes and system integration.

The cornerstones of Tesisquare’s solution for Takeda

Automated checks and alerts

to spot and subsequently manage exceptions more quickly.

Centralised management

of incoming operational documentation and data flows.

Structured workflow

facilitating collaboration between the various stakeholders involved.

Integration between Takeda’s

and its external partners’ systems to reduce manual transfers.

Improved document retrieval and traceability

in support of operational checks and audit readiness.

The results

Order management and post-sales benefits

The initiative helped establish a more digital, more transparent and more efficient operational model, supporting Takeda Italia in its management of orders and post-sales processes.

Fewer manual processes

By automating routine checks, Takeda eliminated repetitive management tasks.

Faster exception management

Takeda can spot and resolve blockers to operations or returns, thus reducing the impact on day-to-day operations.

Improved visibility

Full, real-time checks on order statuses and documentation practices.

Structured collaboration

Clear, traceable communication channels with integration between internal functions and external partners.

Optimisation of teams’ skills

Internal teams can focus on their core activities, on supporting customers and on improving patient experience.

Success stories

What are our customers saying?

Jessica Fiorenza

Supply Chain & Operations Lead at Takeda Italia

“This digital transformation at Takeda is the right fit for our company culture, which has always been driven by our values and our goal of generating increasing impact for the patients and communities that we serve.”

“Digitalising our order and returns management processes has given us better control of our operational processes, reduced the number of manual tasks, and led to faster exception management. This has improved collaboration between the teams involved and has allowed us to devote more time to the tasks that add value for our clients.”

Sonia Paolo

Trade and Operations Senior Manager at Takeda Italia

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