CONSHOCKEN, Pa. — As a leading global pharmaceutical distributor and healthcare solutions provider, Cencora is redefining its role in the pharmaceutical supply chain by prioritizing supply chain resiliency and deepening customer engagement. In a dynamic and complex healthcare landscape, the company is addressing critical challenges, including supply chain disruptions, medication shortages and rapidly evolving customer needs. Through innovation, collaboration and a customer-focused approach, Cencora remains committed to ensuring life-saving therapies are delivered efficiently and reliably to those who need them most.
“Cencora’s role goes far beyond simply moving products from point A to point B – operating at the heart of an incredibly complex, highly regulated industry where precision, coordination and adaptability are table stakes. Every day, the enterprise ships more than 5 million products from thousands of manufacturers to sites of care across the U.S., ranging from independent pharmacies and physician practices in small, rural towns to the nation’s largest health systems,” said Heather Zenk, president, U.S. supply chain. “With an expansive and strategically located U.S. distribution network, Cencora ensures the timely delivery of medications while upholding a supply chain that is efficient, secure and resilient. Tens of thousands of healthcare providers trust Cencora as their distribution partner, relying on the company to deliver the medications, solutions and support essential to providing exceptional care in their communities,” she added.
Building a Resilient Supply Chain
In today’s fast-paced and ever-changing global economy, building and sustaining a resilient supply chain is more challenging than ever before. Natural disasters, labor shortages and production delays are just a few of the challenges that can jeopardize the delivery of essential medications, particularly in rural areas with limited healthcare facilities. To address these challenges, Cencora invests heavily in its distribution network and has cultivated a flexible and centralized infrastructure designed to adapt to changing circumstances and help maintain patients’ reliable access to the medications and therapies they need, when they need them.
“A cornerstone of Cencora’s supply chain resiliency efforts is its ability to execute rapid turnaround times. When a customer places an order, the teams supporting Cencora’s network of distribution centers spring into action, working around the clock to fulfill orders, ensuring prompt delivery to pharmacies, hospitals and other healthcare providers,” noted Zenk.
Cencora leverages advanced data analytics and digital tools, including predictive applications, to enhance supply chain visibility and proactively address potential disruptions. These tools provide a clear view of the pharmaceutical supply chain, enabling Cencora to anticipate demand spikes, collaborate more effectively with suppliers and ultimately minimize disruptions to ensure timely delivery of critical medications. Cencora also extends these efforts to its customers by offering data-driven tools that enhance product tracking, foster open communication and support agile decision-making to not only ensure product availability but also deliver a superior customer experience. These tools are continuously refined through customer feedback and collaboration, giving them the visibility and control they need to confidently deliver uninterrupted care to patients, even in the most challenging circumstances.
Addressing Drug Shortages Through Strategic Collaboration
Drug shortages remain a significant challenge for the health care industry and the patients it serves, often caused by manufacturing delays, regulatory hurdles or supply chain disruptions. “As a leader in pharmaceutical sourcing and distribution, Cencora plays a pivotal role in mitigating these shortages by implementing innovative programs to ensure that in-demand and short-supply drugs are equitably distributed to all sites of care, maintaining access for patients in need,” said Zenk.
In addition to its proactive inventory management and partnerships with a diverse network of suppliers, Cencora works closely with manufacturers to address the root causes of shortages, identifying substitute products, ensuring continuity of care and ultimately, finding long-term solutions that strengthen the supply chain and support better patient outcomes.
Empowering Community Pharmacies
Community pharmacies, particularly independent ones, face mounting challenges, including reimbursement and resource constraints. Cencora’s Good Neighbor Pharmacy, a national franchise network comprised of over 5,000 independent pharmacies, provides meaningful support that empowers members to adapt their practices, improve patient care and capitalize on new opportunities. With research showing that 20% of Good Neighbor Pharmacy locations operate in or near pharmacy deserts – where access to healthcare is limited – the importance of their role in maintaining community health cannot be overstated. These pharmacies go beyond dispensing prescriptions, offering holistic care and addressing essential health needs in underserved communities.
Good Neighbor Pharmacy provides its members with a wide array of tools and services, helping them to overcome headwinds to focus on high-touch, high-quality patient care. This includes leveraging geospatial analytics to provide pharmacies with detailed insights into their communities, helping them identify gaps in care and tailor their services to meet patient needs. Good Neighbor Pharmacy continuously reviews and refines its offerings to ensure alignment with members’ current needs and evolving challenges. In 2024, the network received several accolades, including being named Chain Drug Review’s Retailer of the Year, as well as “No.1 in Customer Satisfaction with Chain Drug Store Pharmacies” in the J.D. Power 2024 U.S. Pharmacy Study.
Cencora continues to invest in innovative models to better serve its pharmacy customers. This includes developing micro-fulfillment centers, mail-order pharmacies and embedding pharmacies within distribution centers to address the growing pressures on pharmacists.
Driving Innovation to Meet Evolving Customer Needs
The pharmaceutical supply chain is constantly evolving, shaped by geopolitical developments, regulatory changes and shifting patient needs. Cencora’s adaptability and commitment to innovation are critical to its success. By continuously reevaluating its supply chain networks, Cencora introduces new solutions that reinforce infrastructure, mitigate risks and ensure continuity of care.
“Customer engagement is equally central to Cencora’s strategy,” said Rich Tremonte, EVP and president, U.S. Pharmaceuticals and Animal Health. “The company actively collaborates with its partners to navigate a dynamic industry landscape, including the impacts of policy changes and the rapid growth of emerging therapies. By maintaining open communication and offering on-the-ground insights, Cencora positions itself as an extension of its customers’ businesses, helping them adapt to evolving market dynamics.”
As the retail pharmacy landscape continues to evolve, Cencora is anticipating the future needs of its customers. Research conducted by the company highlights key trends, including the impact of physical pharmacy closures, the growth potential of mass merchants and grocery stores with pharmacy capabilities and the expansion of mail-order and digital pharmacy services. In response, Cencora is supporting customers as they work to achieve an omni-channel experience, integrating digital enhancements with traditional brick-and-mortar experiences, so that pharmacies can remain relevant, resilient and effective in delivering care.
Looking Ahead: A Commitment to Resiliency and Engagement
“As Cencora looks ahead to the remainder of 2025 and beyond, its focus on upholding supply chain resiliency and deepening customer engagement remains unwavering. By investing in innovative solutions, fostering strategic growth and maintaining strong partnerships, Cencora continues to solidify its position as a trusted partner in the pharmaceutical supply chain. Guided by a steadfast dedication to collaboration and innovation, the company ensures patients worldwide have access to life-saving therapies while empowering customers to succeed in an ever-changing healthcare landscape,” Tremonte concluded.
