Business View Magazine May 2023

218 BUSINESS VIEW MAGAZINE VOLUME 10, ISSUE 5 For example, the company’s drivers are independent contractors, which can lead to higher-than-average turnover. Fortunately, its internal systems have improved Courier Express’ ability to find qualified drivers for open positions. That was a significant challenge in 2020-2022 as more Americans chose to stop working during the pandemic, however, that trend seems to be abating, Baker says. Having ways to quickly and automatically handle background checks through a software partner, Fountain, helps tremendously. These and other reasons are why Courier Express continues to grow largely through referrals and word-of-mouth sales. While the company has a strong direct sales group of professionals, it rarely has to “search” for new business, Baker says. Its brand will likely further expand with newer marketing activities like adding video content on social media and promoting customer case studies to publicize how Courier Express can help uncover solutions. “One of our main goals is to improve our level of service and efficiency in the Southeastern U.S. as much as possible,” Baker says. “We are setting up and optimizing more efficient routes and are (aiming) for high delivery performance levels in that region of the country.” Evolution of healthcare and pharmaceutical needs Serving customers in the healthcare and pharmaceutical sectors was not new to Courier Express when the pandemic rocked the sector – and the world for that matter – in 2020. But the scope and needs of healthcare and pharmaceutical customers changed because of it. Patients delayed many elective health procedures out of mandate or preference. However, the need to transport COVID supplies and safety equipment for health professionals more than made up for losses in the courier business elsewhere. Pharmacy deliveries were also in demand because of the pandemic, and those services have remained steady ever since as consumers have become more comfortable with having their prescriptions delivered. That demand Jack Messerly