A quick glimpse into PharmEasy 

PharmEasy is among India’s leading healthcare aggregators and a one-stop destination for medicines, lab tests, and healthcare products. Born in 2014, the platform offers 1 lakh+ medicine and health products across various categories through its retail partners across the country. 

They now deliver in 1000+ cities and towns across 22000+ pin codes. The major cities include Mumbai, Kolkata, Delhi, Bengaluru, Ahmedabad, Hyderabad, Chennai, Thane, Howrah, Pune, Gurgaon, Navi Mumbai, and Jaipur.

What was the key challenge for PharmEasy’s customer communication

As more and more consumers continue to take charge of their health-related decisions, investment in communication capabilities has become crucial for healthtech companies. 

According to a Deloitte-Scottsdale Institute survey of health systems, 92% of respondents stated that better customer experience and engagement are high-priority outcomes they want to achieve through digital transformation. 

On the customer communication front, PharmEasy was finding it difficult to seamlessly connect with customers over voice calls for: 

• Order confirmation or verification 

• Order delivery

• Sample collection 

• Medicine refill 

Reason being:

• PharmEasy didn’t have a verified and authentic caller identity.

• Consumers didn’t recognize the brand as no brand elements (name and logo) were displayed on their phone screens.

• Consumers were hesitant to answer the calls as they didn’t know who was calling and why. 

In fact, some of them even marked the calls as spam, which was counterproductive to the company’s brand identity and reputation.

PharmEasy was looking for a solution to: 

• Connect with consumers at the first attempt, so that order confirmations or sample/report collection didn’t get stuck.

• Enable seamless communication between doctors and patients for order verification. 

• Reminder calls for medicine refill. 

Read More: How Healthtech Businesses Can Improve Their Patient Engagement With Voice Calls

How Truecaller makes PharmEasy customer communication seamless and experiential

Our Verified Business Caller ID solution has successfully empowered their customer communication, with: 

• Green Screen - putting the stamp of trust and safety on your call.

• Brand Recognition - displaying a non-editable brand name and logo.

• Verified Tick - highlighting the safety quotient of the call. 

• Call Reason - setting the right expectation even before a customer picks up the call.  

• Category Tag - adding more context and personality to the call.

This is what a consumer (who has booked a sample collection) now sees when someone from PharmEasy labs reaches out.

The key outcome 

Our verified business caller ID solution has significantly improved their calling efficiency (by 83%) for the following use cases/call reasons: 

• Doctor’s call for order verification 

• To confirm your medicine order

• Call from the diagnostic center 

• Reminder call for your medicine refill

People now have a clear idea of who is calling them and why - resulting in enhanced customer experience and quicker order confirmation and verification. 

References:

Deloitte-Scottsdale Institute survey of health systems