Kenya’s leading online pharmacy was launched to provide affordable, secure, and convenient access to medicines and wellness products. It aimed to eliminate the hassle of moving from one chemist to another by offering a one-stop online platform for prescriptions and healthcare needs. The service also focused on addressing counterfeit medication risks by adhering to pharmaceutical board standards and ensuring authenticity through technology-driven solutions.

The client deployed an online pharmacy integrated with a 24/7 contact center and a dedicated team of 25 pharmaceutical technicians and 15 customer care agents. The system centralized order placement, provided real-time stock verification, and enabled pharm techs to guide customers on prescriptions over the phone. This approach streamlined operations, reduced medication lead time, and ensured personalized assistance for every order.

The solution improved customer satisfaction by 14% and reduced average order processing time to just two hours. Over 160 online orders were efficiently fulfilled with 24/7 availability, eliminating long physical searches for medication. This transformation positioned the company as a trusted digital healthcare partner, delivering convenience, reliability, and improved access to quality medicines across Kenya.