The Group
Club Salute is a network with over 70 Italian pharmacies and almost 300,000 loyal customers, providing affiliates with marketing support activities, technical support, and an e-commerce platform for selling branded products. It is a point of reference for pharmacists who find in this innovative network a unique platform for online sales of products and services, with customer loyalty activities, data analysis, and customized tools to grow their business.
Challenge
Initially, the client had an on-premise e-commerce system that was slow and rigid, offering only a central service, which was not accessible to individual local pharmacies. Additionally, the user experience was very poor. Pages took 3 to 4 seconds to load, leading some users to abandon their purchases and making it difficult to index product pages in search engines. This meant potential customers couldn’t find products in search results or often couldn’t complete purchases, leading to lost sales.
For this reason, Club Salute needed an e-commerce platform (with over 30,000 items) that was faster and a structure that would allow it to manage and assist affiliated pharmacies with their services, making the online experience for its customers and end users highly efficient while ensuring maximum data security (according to Italian pharmaceutical regulations).
Solution
Club Salute turned to Omnys, an AWS Advanced Consulting Partner, which, thanks to its expertise and AWS services, developed and implemented a local commerce platform with an easy-to-use dashboard for affiliated pharmacies, and a mobile app for end users.
After handling the cloud migration of the global e-commerce on AWS infrastructure (which allowed for product indexing in search engines within just a few days), Omnys focused on developing a local commerce platform that integrated the various management systems of the affiliated pharmacies, and a mobile app for iOS and Android devices. This app allows end users to manage a wide range of services, such as booking services provided by their reference pharmacy, purchasing medicines or other products for in-store pickup at the nearest pharmacy, and sending WhatsApp messages directly to their pharmacist.
Moreover, one of the most appreciated features of the app and pharmacist dashboard is the calendar function for booking in-store services, such as ECGs and other health checks. End users can access this feature via the mobile app at any time and can make bookings even when the stores are closed, while pharmacists use the app's backend to schedule appointments when customers visit or call the store.
This has allowed Club Salute to gain more insights into customer activities (previously limited to the loyalty card), enabling them to provide accurate and relevant marketing support based on customer needs and preferences, improving the online experience.
Services used
To achieve this, Omnys utilized several AWS services, such as:
Regarding data security, Omnys ensured that all data was stored and encrypted in a secure environment using security services like:
Results
Pharmacies actively using the system developed by Omnys increased their quarterly sales by almost 5% in the first 6 months after the app's launch. The mobile app has strengthened the relationship between pharmacists and their customers, for example, by allowing customers to receive advice from pharmacists via messaging systems rather than having to call or visit the pharmacy in person.
Moreover, the app, by supporting interaction between pharmacists and central marketing teams, provides a clearer view of individual customers and their activities, allowing for more effective and personalized marketing services, enhancing user satisfaction.
Thanks to the cloud migration, product indexing has improved, as has the user experience on the platform, and because it's a scalable system, it's ready to grow alongside the increasing number of users and demands.
