Robust preparation delivers amid global IT outage

Our mission was to transport a qualification shipment for a contract development and manufacturing organization (CDMO) responsible for manufacturing the drug. The one-time tissue-based treatment for this immunodeficiency is the first and only approved treatment for this condition in the U.S., completing these qualification shipments successfully ahead of its commercial launch in 2025 was imperative. A qualification shipment tests the validity and stability of a product by shipping it across the country and back. Although this specific product would not be used for patient treatment, it was essential to ensure it could withstand the transportation process.

Establishing a solid logistics plan before a drug goes commercial is crucial. Early engagement with specialty logistics providers ensures that once the product is approved for commercial use, it can be immediately transported to patients in need without delay. This proactive approach allows us to address potential logistical challenges, streamline processes, and ensure that all stakeholders are prepared for the commercial rollout.

Transporting high-value pharmaceuticals is a high stakes game. Any compromise to product integrity can lead to significant financial losses and potential harm to patients. Risks can be mitigated by partnering with logistics providers, like World Courier, who adhere to stringent standard operating procedures (SOPs), to mitigate risk. Every shipment is handled with the utmost care, protecting the investment made in developing these life-saving drugs.

Even with rigorous planning, unforeseen events like weather delays and IT outages can disrupt the transportation process. Therefore, having a robust contingency plan is essential. Quickly pivoting and activating contingency plans, such as switching from air to ground transport, demonstrate our commitment to overcoming obstacles and ensuring that shipments reach their destinations on time.

To handle this critical task, we appointed an on-board courier to hand-carry the shipment across the country — from San Diego to North Carolina. From collection to delivery, we ensured the product was safely transported and compliant with our SOPs and local regulations.

Given the sensitivity about hand-carrying this product via aircraft for the first time, effective communication was key. We kept the customer informed throughout the journey, which was crucial for the success of this project.

When faced with weather delays and a global IT outage, we had to think on our feet. All shipments transported by aircraft are subject to strict security measures, and it was essential that our product remained unopened and exempt from X-ray scanning.

Proactive coordination with the Transportation Security Administration (TSA) at Raleigh-Durham International Airport and San Diego International Airport ensured the shipment was screened without opening the packaging or passing through an X-ray scanner.

Despite a four-hour weather delay, the shipment embarked on the final leg of its journey. However, on July 19, a global IT outage brought most air travel to a halt, causing an eight-hour delay. We had to decide between waiting for the delayed flight or driving the shipment to its destination.

Our contingency plans were kicked into action. We rapidly secured an agent to drive the shipment from Charlotte Douglas International Airport to the office in Morrisville, Raleigh. At 7:15pm, we received confirmation that the shipment had safely arrived at its destination.

A representative from the CDMO highlighted our team's efforts: “Through weather delays, the CrowdStrike IT outage, and canceled or delayed flights, Alicia and team really stepped up to deliver the product on time. World Courier did a great job establishing escalation pathways with TSA agents and kept both teams prepared and informed as plans constantly changed.”

Despite numerous challenges, we ensured the shipment arrived 45 minutes before the flight’s scheduled departure time, demonstrating our commitment to delivering life-saving products on time.

We are dedicated to overcoming obstacles and ensuring the timely delivery of critical shipments. Our ability to adapt and find alternative solutions highlights why we are a trusted partner for pharmaceutical manufacturers worldwide.

"Truly remarkable work from this collective team, supporting this important shipment. This was a great representation of teamwork and shared purpose to drive client outcomes. This job had many shifts and required the elevation of this team’s shared experience in the industry to drive a positive outcome."

— A Senior Director, Customer Service and Logistics