BSI CRM at Galenicare

The largest Swiss pharmacy network uses BSI CRM to foster healthy customer relationships

Product: BSI CRM, BSI Studio | Industry: Retail

By adopting BSI CRM, Galenicare, the largest pharmacy network operator in Switzerland, is planning to merge a total of about 500 pharmacies and three webshops and centrally manage the various customer bases. The objectives are twofold: to improve data quality and to centrally manage the company’s marketing activities, including the administration of vouchers and loyalty points, in a combined, single customer view.

Galenicare, a company of the Galenica Group, successfully operates the pharmacy chains Amavita and Sun Store throughout Switzerland and runs the Coop Vitality chain of pharmacies in a joint venture with Coop. Independent pharmacies partnering with Winconcept also belong to the Galenica Group’s pharmacy network. Altogether, the Galenica Group pharmacy network, including its independent partner pharmacies, comprises about 500 locations today with several million customers, which makes Galenicare the leader in the Swiss pharmacy retail market. Besides that, the company is considered one of the most important partners for the different players in the health-care market.

“BSI CRM facilitates the implementation of our corporate strategy: We assist our customers individually and personally and stand for customer satisfaction based on trust and expertise.”

Ramin MohadjeriHead of the Amavita and Sun Store pharmacies

To meet the ever-increasing needs of its customers, Galenicare has selected a central Customer Relationship Management (CRM) solution that is based on BSI CRM.

Data Quality Optimization

Strict adherence to data protection guidelines is particularly important for a company handling sensitive data and transactions. Galenicare places a high value on the confidentiality of data – and BSI CRM ensures just that. Since the latest General Data Protection Regulation (GDPR) is also mapped in BSI CRM, Galenicare’s customer data enjoys the highest level of security and maximum protection. The first project phase involves merging the various customer bases of several million data each in this highly secure environment. The objective is to achieve a higher level of data quality and make the relevant data synchronizable and suitable for processing at every touchpoint (stores, webshops, and back office) by using an intelligent authorization logic where all data is checked automatically or, if needed, manually, for duplicates. In addition to the information in the pharmacy data format, the data related to the three webshops is also going to be incorporated into the CRM system.

Marketing Automation with “BSI Studio”

Galenicare feels confident that the central CRM system is going to support the various pharmacy data formats with its sophisticated duplicate record management and with automated marketing activities in the future. For these marketing activities, Galenicare works with BSI Studio, the digital platform for marketing automation.

“With BSI Studio, we can provide personalized and therefore specific information to our customers in a way that meets their needs.”

Ramin MohadjeriHead of the Amavita and Sun Store pharmacies

Highlights:

  • Linking 500 stores and three webshops
  • Duplicate record and data management activities and the management of the Starcard Loyalty program (including the administration of vouchers and loyalty points) to be performed in BSI CRM
  • The highest level of data security: The latest General Data Protection Regulation (GDPR) is to be mapped in BSI CRM
  • Automated marketing campaigns

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