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Case Study
Customer Experience Improvements in a Major Convenience Retailer
Customer Profile
One of the largest national convenience retailers was looking to streamline the process of how to service customers in their pharmacies more efficiently.
The Challenge
The convenience retail chain had been serving customers in their pharmacies as they walked in and got in a physical line. They were looking to improve this experience for customers to increase customer satisfaction and drive repeat usage. Additionally, they were looking to improve the employee experience, allowing employees to know who is in que and what they are there for to reduce service times at the desk.
The Solution
To enhance pharmacy check-ins and streamline customer service, we customized the Line Management microservice and Arrival Dashboard microservices in the Nextuple Order Management Studio into three seamless solutions.
The Pharmacy Check-In Application allowed customers to self-check in via a kiosk by providing basic details such as name, mobile number, and purpose of visit. The Pharmacy Line Management Application equipped team members and pharmacists with real-time insights into customer check-ins, enabling faster and more efficient service. Additionally, the Pharmacy Line Status Application provided customers with live queue updates through a wall display, improving transparency and reducing perceived wait times.
The Results
In-store wait times were reduced by over a 25 percent. Team member engagement increased with better control of the operations. Employees are very happy with the new solution. Nextuple was chosen because of our deep domain knowledge in building store fulfillment applications. The convenience retailer was looking to move very quickly and Nextuple was able to complete the project in 3 months. Nextuple delivered ahead of schedule and provided extensive user support, including training, UAT, and facilitation, to ensure a smooth transition.
