Appier Case Studies Caring Pharmacy's Digital Transformation: A Multichannel Personalized Experience

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	Caring Pharmacy's Digital Transformation: A Multichannel Personalized Experience Appier

Caring Pharmacy's Digital Transformation: A Multichannel Personalized Experience

Appier

Technology Category	Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Consumer Goods Retail
Applicable Functions	Quality Assurance Sales & Marketing
Use Cases	Experimentation Automation
Services	Cloud Planning, Design & Implementation Services Testing & Certification
Challenge	Caring Pharmacy, a leading pharmacy chain in Malaysia, was facing a significant challenge in bridging the gap between its offline operations and online platforms. As a predominantly brick-and-mortar business, the company recognized the value in the rich offline data generated by its physical stores. However, integrating this offline data with the online data from its digital channels and generating actionable insights was a complex task. The company's goal was to leverage its offline data for personalized marketing on digital channels and activate offline data in recommendation models, A/B tests, and chatbots to empower users to effortlessly locate products. The urgent need for digital transformation and integration led to Caring Pharmacy's partnership with Appier. Read More
About Customer	Caring Pharmacy is a leading pharmacy chain established in 1994 in Malaysia. With more than 180 outlets in West Malaysia and one outlet in East Malaysia, the company is committed to providing the most professional and innovative pharmacy services and the highest quality products to its customers. Caring Pharmacy aims to be the driver and promoter of healthy lifestyles in the Malaysian communities that it serves. As a predominantly brick-and-mortar business, the company recognized the need for digital transformation to bridge the gap between its offline operations and online platforms. Read More
Solution	Appier provided Caring Pharmacy with two key solutions: AIQUA, an AI personalization cloud, and BotBonnie, a conversational marketing platform. AIQUA was used to collect online consumer data from all digital channels and integrate it with offline CRM data. This comprehensive data collection and integration allowed Caring Pharmacy to unlock the potential of its data. The company used AIQUA to create niche customer segments, improving its precision marketing and creating a personalized experience for each customer. AIQUA's suite of AI recommendation models and an A/B testing feature were utilized to deliver the best end-to-end personalized experience for each customer. Alongside AIQUA, Caring Pharmacy implemented BotBonnie's WebChat, which provided instantaneous customer service responses, creating an optimal customer experience from the beginning of the customer journey to the end. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Consumer Goods

Retail

Applicable Functions

Quality Assurance

Sales & Marketing

Use Cases

Experimentation Automation

Services

Cloud Planning, Design & Implementation Services

Testing & Certification

Challenge

Caring Pharmacy, a leading pharmacy chain in Malaysia, was facing a significant challenge in bridging the gap between its offline operations and online platforms. As a predominantly brick-and-mortar business, the company recognized the value in the rich offline data generated by its physical stores. However, integrating this offline data with the online data from its digital channels and generating actionable insights was a complex task. The company's goal was to leverage its offline data for personalized marketing on digital channels and activate offline data in recommendation models, A/B tests, and chatbots to empower users to effortlessly locate products. The urgent need for digital transformation and integration led to Caring Pharmacy's partnership with Appier.

About Customer

Caring Pharmacy is a leading pharmacy chain established in 1994 in Malaysia. With more than 180 outlets in West Malaysia and one outlet in East Malaysia, the company is committed to providing the most professional and innovative pharmacy services and the highest quality products to its customers. Caring Pharmacy aims to be the driver and promoter of healthy lifestyles in the Malaysian communities that it serves. As a predominantly brick-and-mortar business, the company recognized the need for digital transformation to bridge the gap between its offline operations and online platforms.

Solution

Appier provided Caring Pharmacy with two key solutions: AIQUA, an AI personalization cloud, and BotBonnie, a conversational marketing platform. AIQUA was used to collect online consumer data from all digital channels and integrate it with offline CRM data. This comprehensive data collection and integration allowed Caring Pharmacy to unlock the potential of its data. The company used AIQUA to create niche customer segments, improving its precision marketing and creating a personalized experience for each customer. AIQUA's suite of AI recommendation models and an A/B testing feature were utilized to deliver the best end-to-end personalized experience for each customer. Alongside AIQUA, Caring Pharmacy implemented BotBonnie's WebChat, which provided instantaneous customer service responses, creating an optimal customer experience from the beginning of the customer journey to the end.

Impact #1	The implementation of Appier's solutions led to a successful digital transformation for Caring Pharmacy. The integration of offline and online data allowed the company to create personalized experiences for its customers, significantly improving its marketing communications. The use of AI recommendation models and A/B testing resulted in more relevant product recommendations for customers browsing online, enhancing the overall customer experience. The implementation of BotBonnie's WebChat ensured instantaneous customer service responses, further improving the customer journey from start to finish. This digital transformation has positioned Caring Pharmacy to stand out in the market as more people shop online.

Impact #1

The implementation of Appier's solutions led to a successful digital transformation for Caring Pharmacy. The integration of offline and online data allowed the company to create personalized experiences for its customers, significantly improving its marketing communications. The use of AI recommendation models and A/B testing resulted in more relevant product recommendations for customers browsing online, enhancing the overall customer experience. The implementation of BotBonnie's WebChat ensured instantaneous customer service responses, further improving the customer journey from start to finish. This digital transformation has positioned Caring Pharmacy to stand out in the market as more people shop online.

Benefit #1	Precision marketing increased the click-through rate (CTR) on marketing communications by 215%
Benefit #2	The response rate increased by 66%
Benefit #3	A/B testing enabled an incremental CTR uplift of more than 130%

Benefit #1

Precision marketing increased the click-through rate (CTR) on marketing communications by 215%

Benefit #2

The response rate increased by 66%

Benefit #3

A/B testing enabled an incremental CTR uplift of more than 130%

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Overview

Caring Pharmacy's Digital Transformation: A Multichannel Personalized Experience

Operational Impact

Quantitative Benefit