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In 2003, the world changed forever. No, not because of the completion of the Human Genome Project. McDonald’s began taking credit card payments (link). It seems almost unreal that there was a time that you could ONLY pay for a Big Mac with cash. Now customers expect to order and pay on an app and have it delivered to their home (presumably by Ronald McDonald himself).
The drivers of this payment ‘revolution’ include consumer demand for convenience and credit card points as well as a ~9 second to 5 second improvement in payment processing time. When you sell millions of burgers per day – that’s significant!
With consumer expectations shifted due to the pandemic, convenience and efficiency continue to be significant reasons to change and grow for pharmacies. As pharmacies deliver the COVID-19 vaccine it is imperative to give consumers what they want (convenience) and ensure the business can do the work right (efficiency). Using a clinically integrated bookings solution achieves both these goals and there are lessons from the McDonald's example.
There are big advantages:
This is what a simple customer/pharmacy journey looks like using a clinically integrated bookings solution:
A simple customer/pharmacy journey
The question often asked by Pharmacy owners is – “I love it, how do I distribute the URL to my customers?”. There are a few mechanisms. Firstly, GuildCare has a “bulk messaging” feature – where sms, email and app messages can be sent out. The most impactful way owners have found is by putting the link on their websites.
Every pharmacy with a full GuildCare subscription can create their own bookings URL (web address). This can be distributed to their consumers. It looks like this on a consumer’s web browser or mobile phone:
The customer bookings turn up in the GuildCare calendar where the pharmacist simply clicks “Start Service” and the completed Pre-Vaccination Screening Checklist is displayed. Instead of having to read through all the questions – it is a matter of discussing those indicated meaning it’s a more effective clinical interaction with the patient.
As Christie McLennan, owner of Taroom Pharmacy states 'Working with Guild Digital to recreate our website was an easy and efficient process. They know pharmacy and what a good website should deliver to your business and patients. The process was much easier than I expected and the team step you through every step of the way. Online bookings will make us more efficient in store and provide patients with flexible options to change and cancel.'
If you are serious about reducing workload on staff, increasing customer satisfaction and are committed to growth – a website + an integrated bookings solution is not 'a little bit fancy”, it’s a must. The alternate solution is akin to only selling burgers by cash – something not even a clown would do.
Contact Guild Digital today if it’s time to grow your pharmacy business - 1300 286 880 or complete the form below.
Between GuildCare and Guild Digital – there’s a solution that is working well for customers and pharmacies. Guild Digital has even set up the same customer/pharmacy journey with MedAdvisor pharmacies.
Convenience (e.g. a painless experience) is a highly sought-after value proposition. It’s hard to argue that relying on a paper/phone-based system is painless for consumers, let alone staff. With the solution 'ready to go' - any pharmacy can plug this in and go, as seen with Taroom Pharmacy.
Finally, when we step back and look at the big picture, there are many pathways to exploit using this system. Even social media has a role to play so if you already have a Facebook page with followers - you can leverage off that to drive customers to your website to 'Book Now'. The website functions as the consistent 'home on the internet' whilst social media is used as the advertising tactic. Google Search and Google Ads can also be used like this. There's 'no wrong door' - that's the added beauty.
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Potential customers are wanting to know your information - solve their health problems with a website that brings them instore. Get started today!
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