By simplifying the purchase of pharmacy products and putting the customer experience in focus, Kronans Apotek has increased their market share.
Their new Commerce site was launched as part of the strategy to reach Apotek Kronan's vision, 100% satisfied customers.
They operate in the health, beauty and well-being industries - which has seen high growth in the online retail space, therefore it was clear that Commerce needed to become a priority to ensure future growth - with the aim of maintaining the same level of service online as in the physical store.
From day one, the omnichannel strategy has been central to the development of Commerce. Their channels are tightly woven together through various functions such as Click and Collect; where customers are able to order their prescriptions online and then collect from any of the 300 local stores around the country.
Customers are also able to reserve products through Commerce and then collect from the store and at the same time seek advice from the knowledgeable staff members in store.
For those customers who buy products in segments such as beauty and health, emphasis has been placed on providing an inspiring shopping experience with personalised and relevant product offers.
Based on past purchases and previously viewed products, customers will receive both offers and recommendations that are in line with their own needs and styles.
Everything to create an inspiring, relevant and easy shopping experience that keeps the customers coming back.
"A success factor for our new Commerce was close co-operation with all partners. Columbus has had an overall responsibility to bring together all our subcontractors and help us work out how to take our vision to a technical solution that meets our requirements. This is a collaboration that has worked very well, says Stefan Ingelgard, CIO.
With a number of advanced integrations including a personalisation engine and 'customer club' capabilities, Commerce has helped to create many new opportunities for business development and growth.
Kronans Apotek are now able to handle ordering all types of prescription drugs and comply with all government regulations including the handling of personal data, high-cost protection and agents.
An already strong business is now supported and further enhanced by a complete solution based on market-leading products which increases its ability to deliver 100% satisfied customers.