Healthcare

How Air Liquide modernised healthcare deliveries

Air Liquide transformed its healthcare delivery network with faster scheduling, real-time operational visibility, and highly accurate ETAs that keep patients informed every step of the way.

The Results with Radaro

75

%

Reduction in planning time

75

%

Reduction in planning time

4.9

/5

Avg. customer rating

4.9

/5

Avg. customer rating

~

90

%

Decline in ETA related calls

~

90

%

Decline in ETA related calls

175

%

Increase in customer feedback

175

%

Increase in customer feedback

Company Overview

Air Liquide is a global leader in healthcare, industrial gases and related services, supporting customers and patients across a wide range of industries and healthcare environments. Present in 59 countries with approximately 65,000 employees, the Group serves more than 4 million customers and patients globally. 

Supporting this scale, coordinating large fleets of drivers, and managing time-critical deliveries across multiple regions requires a highly complex logistics and delivery network to ensure reliable supply of products and services to patients every day.

Industry

Healthcare

Employees

65,000+

Use Cases

Route Optimisation, Driver Compliance, Real-time Tracking, Event-based Customer Notifications

01.

The Challenge

  • Customers were often given broad 12-hour delivery windows, creating uncertainty for patients and contributing to missed or failed deliveries.

  • Route planning was completely manual, requiring significant man hours to complete every day

  • Manual route planning lacked real-time inputs such as traffic, weather and delivery constraints, making it difficult to provide accurate and reliable ETA windows. 

  • Create a better patient experience built on clearer communication and stronger day-of-delivery visibility to reduce high-volume of WISMO calls. 

  • Driver checklists were historically on paper, leading to a low completion rate and a frustrated driver network.

  • Drivers regularly followed personal preferences over scheduled routes, making it difficult to predict delivery windows and maintain operational consistency

  • Job completion and invoicing workflows were heavily manual, creating 24-36 hour delays between delivery completion and billing

“One of our biggest challenges was scheduling. It usually took a lot of time and involved manual processes to schedule deliveries. On top of that, drivers often deviated from planned routes to work in their preferred way.”

Theo Bicherel

Former National Operations Manager, Air Liquide

“One of our biggest challenges was scheduling. It usually took a lot of time and involved manual processes to schedule deliveries. On top of that, drivers often deviated from planned routes to work in their preferred way.”

Theo Bicherel

Former National Operations Manager, Air Liquide

02.

The Solution

  • Air Liquide implemented Radaro as its central delivery management platform for route planning, live delivery visibility and driver workflow execution. This gave schedulers, operational teams and drivers a single system to manage deliveries.

  • Radaro’s platform supported next-day planning, real-time job monitoring and dynamic reassignment of urgent or additional deliveries. Operations teams could monitor progress live and make faster interventions based on driver location and schedule preferences.

  • Dynamic route optimisations improved delivery predictability, giving patients clearer, more accurate delivery windows

  • Radaro’s flexible data extraction enabled workflow automation alongside Air Liquide’s legacy ERP environment. This reduced manual job closure, supported faster invoicing and allowed delivery rules to be configured around operational constraints

“We could clearly see the impact during the pilot in Australia. We were basically getting no calls for ETA, while the other states were still getting those calls. That makes a big difference.”

Theo Bicherel

Former National Operations Manager, Air Liquide

“We could clearly see the impact during the pilot in Australia. We were basically getting no calls for ETA, while the other states were still getting those calls. That makes a big difference.”

Theo Bicherel

Former National Operations Manager, Air Liquide


03.

The Outcome

  • Air Liquide estimated scheduling time reduced by around 75%, including a reduction from 3–4 hours to 30–60 minutes per day in Melbourne

  • Feedback response rates increased from around 12% to 33%, while ETA-related inbound calls dropped significantly during the Australia pilot

  • Mandatory digital checklists lifted completion rates from roughly 20% to 100%, while structured records made service data easier to retrieve and act on

  • Improved access to delivery and feedback data helped strengthen management reporting and support broader rollout into other markets

  • Automated job closure and invoicing significantly reduced manual administration, enabling near real-time billing and reducing invoicing delays 

  • Centralised delivery and driver performance data into a single platform, enabling driver benchmark reporting on on-time performance, delivery volumes, utilisation and customer feedback. 

04.

Looking ahead

Following the successful rollout across its Australian operations, Air Liquide has expanded its partnership with Radaro into Hong Kong. The rollout introduced a unique operational challenge, with many delivery staff travelling via the city's train network rather than traditional vehicles to reach patients' homes. Radaro's flexibility and ability to adapt to complex delivery environments ensured the platform could cater for the new operational models, supporting Air Liquide in their delivery of high quality patient care.

Testimonials

  • What made Radaro an ideal partner for us was their flexibility and customer service. You could clearly see that we were important to them by how they allocated resources to look after us."

    Theo Bicherel

    Former National Operations Manager, Air Liquide

  • What made Radaro an ideal partner for us was their flexibility and customer service. You could clearly see that we were important to them by how they allocated resources to look after us."

    Theo Bicherel

    Former National Operations Manager, Air Liquide

The Results with Radaro

75

%

Reduction in planning time

4.9

/5

Avg. customer rating

~

90

%

Decline in ETA related calls

175

%

Increase in customer feedback

Company Overview

Air Liquide is a global leader in healthcare, industrial gases and related services, supporting customers and patients across a wide range of industries and healthcare environments. Present in 59 countries with approximately 65,000 employees, the Group serves more than 4 million customers and patients globally. 

Supporting this scale, coordinating large fleets of drivers, and managing time-critical deliveries across multiple regions requires a highly complex logistics and delivery network to ensure reliable supply of products and services to patients every day.

Industry

Healthcare

Employees

65,000+

Use Cases

Route Optimisation, Driver Compliance, Real-time Tracking, Event-based Customer Notifications

01.

The Challenge

  • Customers were often given broad 12-hour delivery windows, creating uncertainty for patients and contributing to missed or failed deliveries.

  • Route planning was completely manual, requiring significant man hours to complete every day

  • Manual route planning lacked real-time inputs such as traffic, weather and delivery constraints, making it difficult to provide accurate and reliable ETA windows. 

  • Create a better patient experience built on clearer communication and stronger day-of-delivery visibility to reduce high-volume of WISMO calls. 

  • Driver checklists were historically on paper, leading to a low completion rate and a frustrated driver network.

  • Drivers regularly followed personal preferences over scheduled routes, making it difficult to predict delivery windows and maintain operational consistency

  • Job completion and invoicing workflows were heavily manual, creating 24-36 hour delays between delivery completion and billing

“One of our biggest challenges was scheduling. It usually took a lot of time and involved manual processes to schedule deliveries. On top of that, drivers often deviated from planned routes to work in their preferred way.”

Theo Bicherel

Former National Operations Manager, Air Liquide

02.

The Solution

  • Air Liquide implemented Radaro as its central delivery management platform for route planning, live delivery visibility and driver workflow execution. This gave schedulers, operational teams and drivers a single system to manage deliveries.

  • Radaro’s platform supported next-day planning, real-time job monitoring and dynamic reassignment of urgent or additional deliveries. Operations teams could monitor progress live and make faster interventions based on driver location and schedule preferences.

  • Dynamic route optimisations improved delivery predictability, giving patients clearer, more accurate delivery windows

  • Radaro’s flexible data extraction enabled workflow automation alongside Air Liquide’s legacy ERP environment. This reduced manual job closure, supported faster invoicing and allowed delivery rules to be configured around operational constraints

“We could clearly see the impact during the pilot in Australia. We were basically getting no calls for ETA, while the other states were still getting those calls. That makes a big difference.”

Theo Bicherel

Former National Operations Manager, Air Liquide


03.

The Outcome

  • Air Liquide estimated scheduling time reduced by around 75%, including a reduction from 3–4 hours to 30–60 minutes per day in Melbourne

  • Feedback response rates increased from around 12% to 33%, while ETA-related inbound calls dropped significantly during the Australia pilot

  • Mandatory digital checklists lifted completion rates from roughly 20% to 100%, while structured records made service data easier to retrieve and act on

  • Improved access to delivery and feedback data helped strengthen management reporting and support broader rollout into other markets

  • Automated job closure and invoicing significantly reduced manual administration, enabling near real-time billing and reducing invoicing delays 

  • Centralised delivery and driver performance data into a single platform, enabling driver benchmark reporting on on-time performance, delivery volumes, utilisation and customer feedback. 

04.

Looking ahead

Following the successful rollout across its Australian operations, Air Liquide has expanded its partnership with Radaro into Hong Kong. The rollout introduced a unique operational challenge, with many delivery staff travelling via the city's train network rather than traditional vehicles to reach patients' homes. Radaro's flexibility and ability to adapt to complex delivery environments ensured the platform could cater for the new operational models, supporting Air Liquide in their delivery of high quality patient care.

Testimonials

  • What made Radaro an ideal partner for us was their flexibility and customer service. You could clearly see that we were important to them by how they allocated resources to look after us."

    Theo Bicherel

    Former National Operations Manager, Air Liquide

  • What made Radaro an ideal partner for us was their flexibility and customer service. You could clearly see that we were important to them by how they allocated resources to look after us."

    Theo Bicherel

    Former National Operations Manager, Air Liquide

Take Control of Your Last Mile

Discover what Radaro can do for you

Take Control of Your Last Mile

Discover what Radaro can do for you

Take Control of Your Last Mile

Discover what Radaro can do for you

Take Control of Your Last Mile

Discover what Radaro can do for you