challenge
Our client, the biggest pharmacy chain in Uruguay, operates an app where users can buy their goods online and get them delivered. In that process, some issues were identified, particularly in the management of their stock. Our client’s existing platform had an unorganized way of managing their stock and delivery, which caused a lot of canceled and delayed orders. This was translating into a decrease in customer loyalty and damaging their brand image.
solution
To address these challenges, we worked with our client to create a system that could facilitate the process of assembling customers orders in an intelligent way, with the goal of elevating their customers’ experience and optimizing their internal fulfilling processes. In order to make these processes more efficient and flexible, we worked on the standardization of the stock management, making sure all sales channels follow the same steps for preparing orders. The goal was to centralize the orders’ preparation in a unique platform that has information of all the stocks and orders that will also connect with the delivery app once it’s finished. We worked on route planning – making a platform that automatically considers the best branch for preparing the products based on the stock, the buyer location and the type of order and assembling process, taking into account each location’s capacity and employee count. The solution we planned had a web and a mobile version, to be optimal for all different kinds of users.
results
The platform we launched has contributed to increased customer satisfaction, since orders are prepared and sent in a timely, high-quality manner. It also offers clients more delivery options, because it connects different solutions that were operating individually before. The new solution has also given our client’s employees an easier path for managing their sales, which frees a lot of their time for in-store tasks. Recently we’ve also worked on improving the geographical availability of shipments and went through QA processes to increment the product’s quality.
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