How LloydsPharmacy prescribes better customer service across all channels

LloydsPharmacy, a leading community pharmacy and healthcare provider with some 1400 pharmacies across the UK, has seen growing online demand for among the 150 million prescriptions it fills each year – and it is turning to omnichannel customer intelligence to help streamline and improve its customer service across all channels.

In order to deliver exceptional service for customers across all channels at scale, LloydsPharmacy needed to unify its unconnected data sets and profiles in one safe and secure place. To achieve this the company required a powerful Customer Data Platform (CDP) that integrates customer intelligence with omnichannel capabilities to enhance its marketing. LloydsPharmacy now uses Mapp Cloud and its analytics capabilities to unify its data points and truly understand each of its customers on an individual level.

Mapp’s cross-channel offering means LloydsPharmacy is now able to increase channel adoption, including social media and display advertising. Automating more customer journeys becomes seamless, including advanced replenishment journeys for prescriptions, and a real-time trigger campaign for customers in session.

The LloydsPharmacy Digital Marketing Team also benefits from Mapp’s premium Customer Success team support, so they can totally focus on their marketing goals.

Looking to the future

LloydsPharmacy has big plans for the rest of 2022 and beyond, with plans to onboard other companies under its brands; Online Doctor and LloydsDirect services. Improving customer identification across all three brands will enable the provision of an enhanced customer experience. The company also plans to implement a full patient care journey including illness identification, recommended treatment, online pharmacy and repeat prescription services.

Phil Geary, Group Digital Director at LloydsPharmacy says: “Due to Covid-19, we’ve seen a huge increase in demand for our online services, as well as doctor/patient care. With Mapp’s support, we will be able to not only truly understand all of our customers on an individual level, but also help them with each of their specific needs. We look forward to seeing what the future holds for this exciting partnership.”  

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Image courtesy of Boots
Technology
26 Jul 2022

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