) - One of the leaders of the pharmaceutical market of Russia was founded in 1994. "Ercafarm" today is 1,400 pharmacies in 8 federal districts of the Russian Federation, working in various formats - from discounters to pharmalkets. GK "Ercafarm" manages pharmaceutical networks "Doctor of Tabletov", "Ozerski", "Good Pharmacy", "People's Pharmacy", "Pharmacy №1", "Raduga", "First Aid", "Ladushka" and others. Total number of employees - 10,000 people. Monthly pharmacies of the company serve more than 6 million buyers.
Pharmacy Network "Ozerski" - more than 400 pharmacies located in St. Petersburg and the Leningrad Region, in the Moscow region, in the Nizhny Novgorod and the Nizhny Novgorod region, in the Saratov region, in Novosibirsk, in the Vladimir region and in many other regions of the Russian Federation. The contact center of the pharmacy retailer serves a large flow of incoming appeals, providing information on the presence of drugs, addresses and schedules of the nearest pharmacies, processes orders for pharmacy goods and pharmaceuticals, provides support for the participants in the loyalty program "Care of Health". As the network develops, new, more advanced tools can be needed to combine all elements of the maintenance process in a single automated environment.
We strive to meet the needs of buyers, develop and improve our services based on leading developments. With the introduction of a new platform, the speed of call processing has grown 4 times. Such events contribute to increasing the yield of the pharmacy network
Anastasia Karpowa
CEO, GK "Ercafarm"
Within the framework of the project, Naumen in partnership with the company "SCD" was replaced by an outdated platform, as well as order processing systems that had ceased to meet the needs of a growing business.
The new solution based on the Naumen Contact Center is integrated with the electronic pharmacy directories "Vidal", as well as with other internal business systems. Thanks to this, contact center operators are much faster than the client of those interested in the clients. For convenience, the system has implemented a pharmacy search mechanism with the lowest price for the product, which reflects the actual presence of this product in the pharmacy. Having formed a virtual basket, the operator coordinates with the client all the details of the order, after which the order falls into the ERP system, then - in the pharmacy, from where the client takes the goods at a convenient time.
For load balancing in the new system, a special IVR service is implemented. Depending on the topic and time of circulation, the call is routed either on its own operators or on outsourcing contact center operators.
In order to exclude defects (lack of necessary drugs in the pharmacy), the system records the interest of customers to one or another drugs. This allows you to replenish the range in advance and, as a result, increases the competitive advantages of the pharmacy network.
The implementation of a solution on the Naumen Contact Center platform provided the possibility of operational processing of incoming appeals, collecting statistics and optimizing customer service processes.
The group of companies "Ercafarm" is one of the leaders of the pharmaceutical market of Russia, was founded in 1994. "Ercafarm" today is more than 1,500 pharmacies in the 8 federal districts of the Russian Federation, working in various formats - from discounters to pharmalketov. GK "Ercafarm" manages pharmaceutical networks "Doctor of Tabletov", "Ozerski", "Good Pharmacy", "People's Pharmacy", "Pharmacy №1", "Raduga", "First Aid", "Ladushka" and others. Total number of employees - more than 10,000 people. Monthly pharmacies of the company serve more than 5 million buyers. Ercafarm enters leading sectoral ratings: Top 3 largest Russian pharmacy chains (Vademecum) Top 500 largest companies in Russia (RIA RBC) Retailer Russia Top 200 (ID Retailer) Top 100 largest retailers (INFOLINE) GK "Ercafarm" It is the two-time winner of the competition of professionals of the pharmaceutical industry "Platinum Once" - the most prestigious Prize of the Russian pharmaceutical market in the nominations "Best Pharmacy Network" (2009) and "Pharmacy of the Year. For efficient business development »(2014). In 2017, the Company was awarded two awards of the professional premium specialist specialists of the Green Cross - in the nominations "Functional Manager" and "Innovation of the Year". The general director of Anastasia Karpova is twice (according to the results of 2015 and 2016) entered the top-25 women leaders of Russian business, "according to RBC. The main asset of the GC "Ercafarm" is the pharmacy chain "Ozerki". The pharmacy chain "Ozerki" entered the group in 2014. To date, this is the largest pharmacy network in Russia, working in a discounter format, and one of the largest networks in the number of served visitors. "Ozerski" is 79 pharmacies located in St. Petersburg, Leningrad Region, in the Moscow region and in Saratov. In 2015, the pharmacy chain "Ozerki" became the laureate of the International Pharmaceutical Prize "Green Cross" in the nomination "Pharmacy of the Year". Pharmacies "Ozerski" were repeatedly recognized as the favorite pharmacy brand of Russians (following the online survey of the research company Online Market Intelligence). Pharmacy chain "Doctor of Tabletov" is pharmacies with a wide range of not only medicines, but also products for health, medical cosmetics, dietary and diabetic products, biologically active additives, vitamins and sports nutrition. The first pharmacies "Doctor of Tabletov" were open more than 20 years ago, now the network is one of the most popular and favorite buyers. Pharmacies Networks are represented in 12 regions of the Russian Federation. In 2017, the process of rebranding pharmacies "Doctor of Tabletov" was conducted, within which the range was expanded, new service standards introduced, the interior and exterior of pharmacies were updated. The brand "Doctor of Tabletov" won in the Green Cross pharmaceutical award in the nomination "Best Pharmacy Network", and in 2016, the pharmacy chain was awarded awards in the nomination "Pharmacy Worker" and "Drug of the Year" (own trademark).
IKS Digital experts have honed their professionalism in the project, where you just need to make your own business well. The customer is the Ercoophar Group of Companies, a major representative of the Russian business. It takes 3rd place in the ranking of the largest pharmacy chains following the first half of 2017. Ercoopharm has an internal portal - the Remote Training Center "WebPharm" for pharmacists and provisions. We set the following task: with the help of a new design, make a distance learning site clear and affordable.
We started working with redesign and upgrades of the old distance learning site. In the development of a new design, the main task was to make the site a convenient and simple tool in obtaining knowledge on new medical drugs.
As leitmotifs in colorful design, the Customer preferred calm shades of blue and blue, as well as the traditional white color for medicine. Accents on important elements - the registration and authorization buttons, the headers of the blocks with educational programs and the dates of the start of learning, we placed with a contrasting of blue orange.
Participation in the creation of an educational site for the staff of the network of pharmacies Ercoofarm. Main page of distance learning
With a redesign site of distance learning, we adhered to goals to make the portal convenient and affordable for pharmacists and pharmacists. When you authorize in your account, the visitor gets the opportunity to fill out a personal questionnaire and start choosing educational programs. The list of training courses is displayed in the form of cards. On the card of the training program you see the date of the launch of the training, as well as the final number of bonus points for the successful end of the program.
Participation in the development of an educational site for the pharmacy network. Page with a list of shares after redesign
Participation with the creation of a distance learning site for pharmacists and provisions. Main Page Personal Cabinet After Authorization
The main value of the project is a functional account. With the help of it, employees of the Ercoophar Group of Companies take place not only training on new pharmacy products, but also testing for the knowledge gained.
Participation in the creation of the site of distance learning for the staff of Pharmacies by Ercoofarm. Page Personal Cabinet with a list of all courses after redesign
Development of distance learning sites with the possibility of testing on the basis of the passage of educational programs. Course Testing page
Development of an educational site for pharmacists and provisions. Page Design Page Page with Test Results Following Course
In addition to the user's redesign, we have implemented an adaptive layout, transferred the portal to a convenient and free CMS, to reduce the cost of service. So, the personal account allows the pharmacist of the Ercoophar Group of Companies:
Works were easy and in good, fast pace. Communication with the customer was constructive, we received a very small number of edits, and everything is essentially. After completing the work, the customer remained with us on technical support. The objectives of the project were achieved: the distance learning site by Ercoopharm is distinguished by a friendly design, simple and understandable interface and complies with the corporate style of the company.
The group of companies "Ercafarm" is one of the leaders of the pharmaceutical market of Russia, was founded in 1994. "Ercafarm" today is 1,400 pharmacies in 8 federal districts of the Russian Federation, working in various formats - from discounters to pharmalkets. GK "Ercafarm" manages pharmaceutical networks "Doctor of Tabletov", "Ozerski", "Good Pharmacy", "People's Pharmacy", "Pharmacy №1", "Raduga", "First Aid", "Ladushka" and others. Total number of employees - 10,000 people. Monthly pharmacies of the company serve more than 6 million buyers.
Top 2 largest Russian pharmacy chains (Vademecum)
Top 500 of the largest companies in Russia (RIA RBC)
RETAILER RUSSIA TOP-200 (ID RETAILER)
Top 100 largest retailers (infoline)
The GK "Ercafarm" is a multiple winner of the competition of professionals of the pharmaceutical industry "Platinum Once" - the most prestigious award of the Russian pharmaceutical market in the nominations: "Best Pharmacy Network" (2009), "Pharmacy of the Year. For efficient business development »(2014)," Transaction of the Year "(2017) for the successful integration of the United Pharmaceutical Network" Rainbow-First Help-Ladushka ", as well as the" project of the year "(2017) for a marketing campaign, dedicated to a one-time discovery of 30 pharmacies "Ozerski" in Nizhny Novgorod and the Nizhny Novgorod region.
In 2017, the Company was awarded two awards of the professional premium specialist specialists of the Green Cross - in the nominations "Functional Manager" and "Innovation of the Year". In 2018, she became the winner of the award in the nominations "Dynamics of the Year" and "Functional Manager".
The main asset of GK "Ercafarm" - pharmacy network "Ozers"She entered the group in 2014. To date, this is the largest pharmacy network in Russia, working in a discounter format, and one of the largest networks in the number of served visitors. "Ozerski" is more than 400 pharmacies located in St. Petersburg and the Leningrad Region, in the Moscow region, in the Nizhny Novgorod and the Nizhny Novgorod region, in the Saratov region, in Novosibirsk, in the Vladimir region and in many other regions of the Russian Federation.
In 2015, the pharmacy chain "Ozerki" became the laureate of the International Pharmaceutical Prize "Green Cross" in the nomination "Pharmacy of the Year". Pharmacies "Ozerski" were repeatedly recognized as the favorite pharmacy brand of Russians (following the online survey of the research company Online Market Intelligence).
Pharmacy network "Doctor of Counters" - These are pharmacies with a wide range of medicines, medical cosmetics, dietary and diabetic products, biologically active additives, vitamins and sports nutrition. The first pharmacies "Doctor of Tabletov" were open more than 20 years ago, now the network is one of the most popular and favorite buyers. Pharmacies Networks are represented in 12 regions of the Russian Federation. In the middle of 2017, the pharmacy chain "Doctor of Tabletov" was launched a loyalty program # Yabituzhuch100let. Bonus points as part of the program are charged not only for the purchases made, but also for achieving sports purposes, participation in fitness events.
The brand "Doctor of Tabletov" won in the Green Cross pharmaceutical award in the nomination "Best Pharmacy Network", and in 2016, the pharmacy chain was awarded awards in the nomination "Pharmacy Worker" and "Drug of the Year" (own trademark).
