Enhanced Customer Service for Over 110 Retail Branches Thanks to New Digital Solution

challenge

Pharmaceutical Retail Chain Wants to Offer More Personalized Customer Service

Farmashop is a pharmacy chain with 1,500+ employees working from 110+ drugstores. They have a strong commitment to customer service and are always looking for new ways to improve the consumer interaction with the brand. When they started ideating a platform to be used by their associates to better assist customers, they reached out to us.

Their sales employees couldn’t assist customers fast enough and in a personalized way, which translated into lost sales opportunities. Farmashop wanted to make these associates more informed about the customer preferences and purchase history to empower their selling pitch and assist customers better.

solution

New Web Application for Store Associates

Before, Farmashop associates weren’t able to fetch the data they needed to support clients fast enough and with necessary details. This used to make it difficult for them to have efficient interactions with customers, answer their questions and provide them with the best possible service.

To change that, we designed and developed a clean, efficient web app where associates can easily look for products’ intel and clients’ purchase history to offer them recommendations that make sense. The platform connects with Farmashop multiple systems and gathers different information, such as stock intel, prices and discount opportunities, products dosage and ingredients, customer data, and more. Using AI, it also tells associates if the product they’re looking for can be replaced by similar options. It allows users to send emails to customers with suggestions and interesting information too.

results

DIGITAL PRODUCT Improves PURCHASE EXPERIENCE BOTH ONLINE AND IN PERSON

Farmashop employees now have everything they need at the palm of their hands to be able to give customers accurate advice and support. The product took six months to be built and since the beginning of 2021 it’s been used in the drugstores as a supplementary resource that is easy to access and navigate, enabling associates to fulfill their clients needs faster and more accurately.

As a company that relies on external vendors for retail software development, Farmashop conducted an internal survey for employees to evaluate partners and Sparq ranked #1 for response speed, analytical skills and comprehension of the project and its goals.

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Enhanced Customer Service for Over 110 Retail Branches Thanks to New Digital Solution

Pharmaceutical Retail Chain Wants to Offer More Personalized Customer Service

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