Conclusions and suggestions for the pharmaceutical industry in its digital transformation
Posted: Mon Dec 23, 2024 8:37 am
Continuing on March 26, Fiorella Molinelli, president of Essalud, invited the different pharmacy chains to join Farmacia Vecina . This was a program whose objective was to ensure that people do not have to travel to the health centers in the network to pick up medicines, but do so at the nearest pharmacy.
On April 10 (Good Friday), tweets were generated criticizing the government's decision to impose a curfew during Holy Week, mainly because some people might need medication and pharmacies were closed.
On May 9, comments from users and publications from different institutions and/or media began to be generated regarding the increase in prices in different pharmacy chains. After the study was closed, it was observed that the trend increased and this was the main topic on the agenda.
Unlike other industries, the pharmaceutical sector began to mexico whatsapp number receive more queries about the availability of masks and alcohol since the beginning of the year. This may have contributed to having action plans to support the increase in demand in physical and digital channels.
Customer service , delivery and price management represent 65% of total conversations. As these are services that are specific to pharmacies, it is suggested that changes be implemented to improve their perception (70% negative sentiment on average).
The attitude of the workers was highly criticized. For this reason, it is suggested that staff training be reinforced in order to align with the care protocol.
Regarding the delivery service , users report delays in product delivery, cancellations, and that drivers do not comply with sanitary measures. For this reason, it is recommended to evaluate the scope of the service and thus reduce the number of complaints due to this inconvenience.
In addition, it is suggested to increase the response capacity of call centers to address complaints that arise from delivery problems. It is key to reinforce the biosecurity protocols of service personnel and drivers.
For their part , La Libertad, Piura, Arequipa, Lambayeque and Cusco were the regions that registered the most mentions.
Given the increase in prices or shortages of essential prevention products (masks, alcohol gel or gloves), it is suggested to pay attention to emerging businesses that offer, even on the brands' own fan pages, the provision of these products at varied prices and include the delivery service in less time.
Finally, it was observed that mentions of the terms “masks”, “gloves” and “alcohol” decreased considerably in the first days of May, however the conversation has migrated to the demand of users that pharmacies be able to make donations to people or institutions that need them.
On April 10 (Good Friday), tweets were generated criticizing the government's decision to impose a curfew during Holy Week, mainly because some people might need medication and pharmacies were closed.
On May 9, comments from users and publications from different institutions and/or media began to be generated regarding the increase in prices in different pharmacy chains. After the study was closed, it was observed that the trend increased and this was the main topic on the agenda.
Unlike other industries, the pharmaceutical sector began to mexico whatsapp number receive more queries about the availability of masks and alcohol since the beginning of the year. This may have contributed to having action plans to support the increase in demand in physical and digital channels.
Customer service , delivery and price management represent 65% of total conversations. As these are services that are specific to pharmacies, it is suggested that changes be implemented to improve their perception (70% negative sentiment on average).
The attitude of the workers was highly criticized. For this reason, it is suggested that staff training be reinforced in order to align with the care protocol.
Regarding the delivery service , users report delays in product delivery, cancellations, and that drivers do not comply with sanitary measures. For this reason, it is recommended to evaluate the scope of the service and thus reduce the number of complaints due to this inconvenience.
In addition, it is suggested to increase the response capacity of call centers to address complaints that arise from delivery problems. It is key to reinforce the biosecurity protocols of service personnel and drivers.
For their part , La Libertad, Piura, Arequipa, Lambayeque and Cusco were the regions that registered the most mentions.
Given the increase in prices or shortages of essential prevention products (masks, alcohol gel or gloves), it is suggested to pay attention to emerging businesses that offer, even on the brands' own fan pages, the provision of these products at varied prices and include the delivery service in less time.
Finally, it was observed that mentions of the terms “masks”, “gloves” and “alcohol” decreased considerably in the first days of May, however the conversation has migrated to the demand of users that pharmacies be able to make donations to people or institutions that need them.