Overview

The project involves the design and implementation of a fully integrated, custom-built automation system for a Pharmacy company. The goal is to unify and automate various business operations, improving efficiency, streamlining communication, and providing real-time insights into key performance metrics. The Pharmacy company faced operational inefficiencies due to the lack of a comprehensive system to manage and automate its multi-department operations. Each team struggled with isolated tools, leading to redundant efforts, delays in decision-making, and difficulties in real-time tracking of key performance indicators (KPIs), financial data, and operational metrics.

Solution

Our solution combines a robust CRM system with advanced analytics, powerful dashboards, and seamless integrations with multiple third-party services. In just 10 months, we developed a tailor-made, full-cycle automation system. This system integrated multiple departments, provided advanced dashboards, and implemented powerful tools for real-time data analysis, streamlined workflows, and improved overall efficiency

Execution

Discovery Stage

During the Planning and Discovery stage, our team collaborated with stackholders to define the product vision, key features, and user needs. This phase provided the foundation for the entire CRM development.

• User Journey Map

  A visual representation of how users interact with the platform, identifying key touchpoints and opportunities for enhanced user experience.

• Product Features List

  Detailed specifications for the platform’s functionality, from search filters to booking management tools.

• Development Milestones

  A structured timeline to track progress, ensuring deadlines were met for each feature release.

• Product Roadmap

  A clear plan outlining the key milestones, timelines, and features to be developed.

• Development Documentation

  Comprehensive technical documentation to guide the development team and ensure proper handoff

• Web Platform Design and Mobile and Tablet Adaptations

  Comprehensive UI/UX design that balances aesthetics with functionality, ensuring ease of use while showcasing the luxury assets effectively. Designs optimized for various screen sizes to ensure seamless mobile experiences. A design system to ensure consistency in the user interface and streamline the development process.

• Clickable Prototype (without development)

  An interactive prototype to demonstrate user flows, functionality, and design concepts.

Key Features Implemented

 A unified CRM system with custom dashboards for real-time analytics, order management, and financial tracking. Automation of call center operations, adaptive scripts, client tracking, KPI-based salary calculations, marketing performance insights, and third-party integrations.

Multiple-Level Access

• C-Level Team: Month-by-month comparison analysis, real-time business intelligence for strategic decision-making.
• Financial Department: Buyout statistics, budget tracking, and automated KPI-based salary calculation for better financial visibility.
• Call Center: Advanced order management, client tracking, communication history, unique lead distribution, and autodialer systems for efficient customer interactions.
• Logistics: Schedule planning, order tracking, and shipment management, ensuring smooth operations from start to finish.
• In-House Marketing Team: Marketing statistics, advertising campaign management, media buyer stats, and marketing budgeting to help optimize promotional efforts.
• Partnership Marketing: Partnership marketing statistics to track performance and manage external collaborations.
• Client Dashboard The new client cabinet was designed to allow users to manage their bookings, track availability, and request new services—all from a personalized, easy-to-use interface. The dashboard also integrates a calendar view, real-time asset availability, and detailed booking history for both clients  administrators.

C-Level Team

• Month By Month Comparison Analysis: Access detailed month-by-month performance data across all departments to track business growth, identify trends, and make informed strategic decisions.

Financial Department

• Buyout Statistics: Gain in-depth insights into buyout performance, including key metrics and trends, allowing the finance team to monitor expenditures, evaluate the success of buyout campaigns, and optimize budgeting strategies.

Call Center

• Order Management with Advanced Filtering Options: Organize and manage customer orders with ease using advanced filtering options, making it quicker to retrieve and process orders.
• Adaptive Scripts: Provide call center agents with tailored scripts that adapt to the specific needs of each client, improving communication and satisfaction.
• Communication History: Keep a complete record of all interactions with clients, offering easy access to historical conversations, improving customer service consistency.
• Clients Orders History: Track and view a comprehensive history of client orders, helping call center agents provide personalized assistance and resolve issues faster. Monitor and retrieve detailed records of orders placed by clients, ensuring quick access to order history for agents.
• Unique Lead Distribution Algorithm with Autodialer System: Automatically assign leads to agents using a smart algorithm and facilitate follow-ups with an integrated autodialer system.
• New Customer Creation: Streamline the customer onboarding process with automatic new customer creation, ensuring efficient and accurate entry of client details.
• Automatic KPI-Based Salary Calculation: Automate the calculation of employee performance-based incentives, ensuring fair and timely compensation based on key performance indicators.
• Order Creation and Tracking System: A user-friendly system for creating and tracking customer orders in real time, providing greater control and visibility into the order process.
• Operators Working Schedules Planning and Management Systems: Plan and manage operator shifts and schedules with ease, ensuring optimal coverage and productivity.
• Operators Leaderboards: Track and display operator performance through leaderboards, encouraging motivation and healthy competition among agents.

Logistics

• Shipment Tracking and Order Management: Keep track of shipments and orders from initiation to delivery, ensuring real-time updates and accurate delivery timelines, improving overall logistics management and customer satisfaction.

In-House Marketing Team

• Advertising Campaigns Management: Oversee and optimize advertising campaigns, from creation to analysis, ensuring maximum ROI and alignment with business goals.
• Media Buyer Statistics: Track media buying performance and analyze results to refine marketing strategies and improve ad spend efficiency.
• Marketing Budgeting System: Automate the marketing budget allocation and tracking process, ensuring campaigns stay within budget while optimizing marketing spend.

Partnership Marketing

• Leads Quality Analyzation: Automatically evaluate and assess the quality of leads generated through partnership channels, ensuring that only high-quality leads are pursued for conversions.

Additional Features to Boost Project

<Given the success of this full-service automation system, we suggest expanding the scope to include additional sales capabilities. The following enhancements can bring even more benefits to the pharmacy company and expand our co-operation

Sales and CRM Integration

• Opportunity: Integrate a CRM module to track customer journeys, manage leads, and streamline sales processes.
• Benefit: Improve customer retention, automate follow-ups, and deliver personalized sales experiences for each client.

Inventory Management

• Opportunity: Add an advanced inventory management system with automatic stock level updates, reorder alerts, and supplier management.
• Benefit: Enhance supply chain efficiency, reduce stockouts, and maintain optimal inventory levels for the pharmacy.

AI-Powered Analytics

• Opportunity: Implement AI-based predictive analytics for sales forecasting, customer behavior analysis, and supply-demand optimization.
• Benefit: Enable proactive decision-making, improving forecasting accuracy, and optimizing inventory and staffing needs.

Mobile Access & Remote Work Features

• Opportunity: Develop mobile applications for remote access to key features, including order management, client tracking, and call center operations.
• Benefit: Enhance flexibility, improve customer response times, and empower employees to work from anywhere.

Enhanced Data Security & Compliance

• Opportunity: Implement additional security measures for sensitive customer data and ensure compliance with industry regulations (e.g., HIPAA, GDPR).
• Benefit: Protect customer data, mitigate legal risks, and build trust with clients by ensuring robust data privacy practices.

Employee Training & Onboarding System

• Opportunity: Develop an integrated employee training and onboarding system for new hires and ongoing development.
• Benefit: Enhance employee performance, reduce turnover, and ensure a smooth onboarding process.

By expanding the scope of this automation system, the project can continue to evolve and thrive in an increasingly competitive market. This proposal focuses on driving efficiency, increasing customer satisfaction, and boosting profitability through continuous system improvement.