MAPP PRESCRIBES EXCEPTIONAL CUSTOMER EXPERIENCE TO BOOST LLOYDSPHARMACY’S STRATEGY

LloydsPharmacy is a leading community pharmacy and healthcare provider with over 1,400 pharmacies across the UK, mainly in community and health centre locations.  

With 17,000 staff dispensing over 150 million prescription items every year, their main focus is their customers and fulfilling their needs. Accessibly at the heart of the community, their local pharmacies are on the nation’s doorstep as they aim to be the first choice for customer health needs. 

LloydsPharmacy strives to provide customers with exceptional service and healthcare. Now with ramped up online demand, they wanted to reflect this across all their channels.

Due to Covid-19, we’ve seen a huge increase in demand for our online services, as well as doctor/patient care. With the support of Mapp, we will be able to not only truly understand all of our customers on an individual level, but also help them with each of their specific needs. We look forward to seeing what the future holds for this exciting partnership.

Phil Geary

Group Digital Director

LLOYDSPHARMACY NEEDED DATA AT THE CORE OF ITS MARKETING

Their goal was to deliver exceptional service for customers across their channels at scale. But their previous vendor didn’t have the omnichannel capability to enhance their marketing. They needed a powerful CDP to unify their unconnected data sets and integrate customer intelligence at the core of their marketing.

LloydsPharmacy were impressed by our Insight-led Customer Experience Platform and decided to partner with us to unify their unconnected data sets and profiles in one safe and secure place.

PLUGGING INTO MAPP CLOUD TO SUPERCHARGE THEIR MARKETING

With onboarding & training sessions and support from our experts, LloydsPharmacy can use now Mapp Marketing Cloud and its analytics capabilities to truly understand each customer on an individual level.

Our cross-channel offering means LloydsPharmacy can increase channel adoption, including social media and display advertising. Automating more customer journeys becomes seamless, including advanced replenishment journeys for prescriptions, and a real-time trigger campaign for customers in session.

Their Digital Marketing Team also benefits from a helping hand from our premium Customer Success team, so they can totally focus on their goals. Our growing Partner Network also helps in creating is a cohesive partnership with other complementary partners and making sure all strategies are aligned.

LloydsPharmacy has big plans for the rest of 2022 and beyond, as they plan to onboard other brands under their name; Online Doctor and LloydsDirect services. Improving customer identification across all three brands will enable them to provide an enhanced customer experience. They also plan on implementing a full patient care journey including illness identification, recommended treatment, online pharmacy, and then repeat prescription services.