Online pharmacy experience
Until 2022, pharmacy group Medi-Market had focused primarily on physical points of sale, with e-commerce making up a smaller proportion of their activities. But with online shopping becoming increasingly popular in the pharmacy sector, Medi-Market wanted to shift to a digital shopping experience and offer a wide range of online pharmaceutical products. In order to generate more income through online sales, Medi-Market wanted to expand its webshop, invest in new search features and improve its customer experience.
Digital landscape
Retail
SAP Commerce Cloud
SAP Emarsys
Algolia
In search of a cure
When Medi-Market approached Elision for a new webshop, we were immediately faced with a number of challenges.
Strong competition
Competition is fierce in the online pharmacy sector, with several key players already active in the market. A customer-centric shopping experience is one of the most important ways to differentiate.
Acquisition of current project
Elision acquired the project from another implementation partner in early 2022. By then, Medi-Market had already invested considerable time and money into the project without the desired results.
We adapted the original code to the specific needs and wishes of Medi-Market. We had to rewrite everything to make sure all processes ran smoothly.
Outdated system
The Medi-Market webshop was running on a relatively old version of SAP Commerce Cloud and could use an upgrade. The new features required to improve the user experience took a sizeable bite out of the budget.
Marketing Cloud
The marketing team at Medi-Market was already familiar with SAP Marketing Cloud but looked forward to using more advanced features and customisation options.
Valérie Van Kerckvoorde, E-commerce Manager - Medi-Market
Algolia and Emarsys offer relief
With this project, we wanted to create stable business processes for the Medi-Market webshop and improve the shopping experience for customers.
After a long stabilisation phase to streamline these processes it was time to optimise the search engine – one of the most important parts of a webshop. We simply used an API to adapt the search engine to display more targeted results. The implementation of Algolia sped up the search process and gave customers more relevant results. The better the experience for customers, the higher the sales figures for Medi-Market.
The Medi-Market marketing team also switched to Emarsys for their newsletters and marketing campaigns.
We organised a workshop to teach the team how to set up these e-mail campaigns. Emarsys has many more marketing functionalities, which will be implemented in a subsequent phase.
Trust
Following a difficult collaboration with their previous implementation partner, Medi-Market had lost faith in the process. It was our job to slowly regain their trust. As a guide and a partner, we help our clients achieve their goals by offering a professional, efficient and yet personal approach with a clear focus on transparency.
The collaboration and communication with Medi-Market went smoothly. Given the challenges we had to overcome, we couldn’t be prouder of gaining their trust and guiding them in the right direction.
About Medi-Market
Medi-Market Group is active in the pharmacy and parapharmacy sector. With more than 55 sales points and seven institutes in Belgium and Luxembourg, Medi-Market boasts an extensive and affordable product range. The group is expanding its online presence with the aim of providing a digital shopping experience and making its products available to people who are unable to shop in their brick-and-mortar stores.
Medi-Market wants to make its comprehensive range of superior products and services available to as many people as possible by offering the lowest prices. Medi-Market also has an informative blog with health articles written by experts.
