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How one platform created a more connected path to wellness
The platform brought pharmacy, retail and health services into a more useful customer experience.
incremental top-line growth opportunity
EBIT growth
of visitors spending 5+ minutes on app
Millions of customers already turned to this top pharmacy retailer in the United States for their prescriptions, everyday products and health services. But bringing those interactions together could make the retailer more useful in customers’ lives while opening areas for business growth.
Publicis Sapient worked with the retailer to rethink that relationship around a broader set of customer needs. The vision was to connect more of the company’s health and retail offerings through a platform that could support customers across different moments. That shift gave the retailer a way to deepen customer relationships while building toward a multibillion-dollar growth opportunity.
Challenged with mounting competitive pressure due to an outdated customer experience across their offerings and channels, this client needed to transform, but struggled due to legacy infrastructure and a siloed organization. Because they were running pharmacy and retail as two different businesses, they couldn’t capture and apply rich customer data across touchpoints or deliver seamless experiences that would drive deeper engagement and trust.
We worked together to establish a platform business model, shifting a complex internal organization to operate like a single ecosystem putting the customer’s wellness needs at the center.
After a comprehensive assessment, we outlined capabilities and gaps, then generated a business case and roadmap from strategy to flawless execution.
We differentiated the client’s offering with a three-lens model that simultaneously addressed business, customer and technology needs.
The resulting experience successfully launched as an MVP, then evolved to offer personalization, local health alerts, integrated retail and pharmacy experiences, enhanced loyalty and an advanced mobile app.
Our work across strategy, product management, engineering and experience has eliminated customer pain points related to care, convenience and value. Features like the digital wallet make it seamless to pick up prescriptions in-store or via drive-through, while digital receipts are indispensable for managing benefits and tax write-offs.
The platform is achieving its objective of increasing customer engagements, which has a multiplicative impact on sales. And in the first three months, we exceeded our goal for monthly active app users.
As the client learns from each interaction, experiences will become more targeted and personalized through richer data, increasing ROI and putting wellness within reach for every customer and prospect.
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Here’s what I love about it: Perfectly grounded in health, community-centered, can be monetized with suppliers, personalization is endless. This is our future! Allows current and core features to live in a bold new vision; this Is the modernization of retail and our business; it’s your community pharmacists in your pocket.
"— Global CMO
Top U.S. Pharmacy Chain
Jeff Rotz
Retail Health & Wellness Lead, North America
