Apoteket Optimizes the Customer Journey with Qmatic

150,000 customers a day and a wide range of services

As Apoteket serves thousands of customers and handles a constant customer flow, a critical aspect is to continuously provide a seamless and frictionless experience at every touchpoint in the customer journey, making it simple for customers in an omnichannel environment.

Today, the majority of Apoteket pharmacies offer a wide range of services such as express delivery, consultations, vaccinations, prescription renewals, and health check-ups. This requires Apoteket to have a queue management system that makes it easy for customers to get the service they need delivered in the best way and at the right time.

When taking these different challenges into account - large customer base and multiple pharmacy services. It is not only important for customers, but also for staff members to have a system that makes it easier to handle all the different services, while improving the workplace.

Another vital aspect for Apoteket is to ensure that the customer experience in stores is best-in-class by providing better navigation and information flow that makes Apoteket accessible for everyone, regardless of disability or age.

Qmatic Customer Journey Management

By integrating Qmatic Customer Journey Management solutions as a natural part of Apoteket’s ecosystem, the pharmacy can manage the customer flow and collect data with BI in a way that makes a difference for the pharmacy, generating more efficient business operations and satisfied customers. And with Digital Signage from Qmatic, Apoteket ensures that the customer experience is strengthened with better navigation and information that enhances the communication with customers.

Elin Ahlin is the Pharmacy Manager at the newly opened pharmacy Apoteket Kongahälla Center, which opened in March 2019. Ahlin has extensive experience in pharmacies, working in different positions for the past 16 years. Today, she manages three different pharmacies and has worked with Qmatic for as long as she can remember. As a manager, Ahlin is responsible for daily operations and sees Qmatic as an important part of the business organization that optimizes its day-to-day operations.

“What’s most beneficial with Qmatic’s solutions is that we get indications on whether our daily operations are up to standard or not. This makes it easier for us to see if we reach our goal of serving all customers in less than 5 minutes,” says Elin Ahlin, Pharmacy Manager. “We receive reports every day on queue times, which is essential for staff planning, knowing how to staff the pharmacy based on the customer flow.”

A consistent level of service quality for the customers

From a customer and staff perspective, Qmatic not only keeps things tidy and organized by managing queues. Qmatic’s solutions facilitate the way the pharmacy provides services to its customers, providing faster and better service, and keeping staff informed in all areas of the pharmacy. This results in a better in-store experience and a consistent level of service quality for the customers.

The consistency of service plays an important role for Apoteket. With Qmatic’s Customer Journey Management solution, Apoteket can segment its customers into different queues based on customer needs, e.g., separate queues for separate services. On certain days when vaccinations are available, the self-service kiosk Intro 8 updates its interface and offers customers the option to stand in line for vaccinations only. With Apoteket express pickup, which is available at all branches, customers who have ordered online are segmented into a different queue for instant pick up of their items, delivering a convenient and pleasant process. These types of solutions are implemented to reduce the perceived and actual wait times, resulting in a simplified and improved customer interaction