Vitusapotek – An omni-channel solution

Challenge

A new legal change in Norway made it possible to sell prescription drugs online. There are strict requirements for the correct dispensing of medicines and patient information. This entails large, advanced, and expensive online solutions, compared to the margins for medicines – which are very low.

NMD had a tight schedule for developing Vitusapotek's online sales solution. Their system was so old that they couldn't build upon it further. It also couldn't withstand the increasing traffic.

Solution

Pearl has delivered an omnichannel solution based on SAP's Commerce platform, to support prescription drug sales online. The first major goal was to establish a simplified and transparent product information management (PIM). This was achieved by enabling Hybris' PIM solution and Product Management Workflows. For simplified logistics processes (pick, pack & label), Hybris Order Management Module was introduced to the system landscape, which was also connected to the ERP system.

To provide a true omnichannel experience for the customers, all customer service personnel have received training in Hybris’ customer service solution.

Customer's benefits

Vitusapotek became the first on the Norwegian market to sell prescription drugs online. They have increased their annual conversion rate for shopping carts by 10 % and seen a 5 % increase in their loyal customer base.

All medicines over the internet

“We see Pearl more as a partner than a supplier – in short, we are very impressed,” says Lene Strand, Head of eCommerce at the Norwegian Medical Depot.

When the Norwegian Medical Depot started to develop online sales into a genuine Internet chemist, they faced tight time constraints – in fact, the timeline was so tight that Pearl was the only one who thought they could complete the project on time.

Task well understood

“The choice of Pearl as a partner and Hybris as the solution were the result of a tender process, where we saw early on that Pearl stood out. They submitted a good tender that indicated that they had understood the task well. They provided examples of sound customer cases that assured us that this was a partner and a solution we wanted to go for, and who made it possible to realize our goals,” says Strand.

Efficient and flexible supplier

“We also have an e-prescription app, which will make the pharmacy even more straightforward for regular users of medicines. Pearl will also make an app for a loyalty program. Pearl is the most efficient and flexible supplier we have had. They have strong expertise and integrity, are solution-oriented, and have a constructive and positive approach. This is impressive, given the complexity of our needs and how little time Pearl was given to come up with solutions," she says.

"We collaborate closely, also with Pearl's division in Latvia, and we are very pleased with the communication and follow-up. In addition to meetings here in our offices, we have Skype conversations almost daily, and this form of cooperation works impeccably. In short, we are very impressed,” says Lene Strand.

Vitusapotek.

All medicines over the internet

Task well understood

Efficient and flexible supplier

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