EL DESAFÍO
Farmacity, ante el crecimiento de su canal de venta electrónico, observó la necesidad e importancia de conocer las opiniones de sus clientes y posibles compradores.
De esta manera, a partir de obtener la gran cantidad de datos que están disponibles en el ecosistema digital, poder incrementar sus niveles de servicios y garantizar una mejor experiencia a los usuarios. Por ello, convocó a Zentricx para que lo analizara y propusiera la plataforma digital más adecuada para alcanzar dichos objetivos.
THE IMPLEMENTATION
Zentricx conducted a thorough study of Farmacity’s communication channels and social media. As a result, it implemented the Salesforce’s “Social Studio” tool to execute the project.
“Social Studio” is a powerful tool that allows for simultaneous management of various social media channels. With this tool, Farmacity was able to execute an omnichannel strategy, meaning it could interact with users through different communication channels
such as social media, email, chat, among others.
From a communication standpoint, Social Studio allows for the planning and automatic execution of actions on selected networks and platforms. One of the key advantages of this tool is its ability to provide metrics and data in a practical and accessible way,
enabling Farmacity to obtain relevant information efficiently.
THE SOLUTION
Zentricx, in collaboration with Salesforce’s Social Studio, implemented a comprehensive strategy that allowed Farmacity to monitor users¨ opinions in real-time and identify trends, volume, and traceability. Additionally, the platform facilitated the immediate resolution of queries, suggestions, and doubts, providing quality customer experience.
This solution has enabled the Farmacity team to work in an organized way and control the results of their actions through a single tool.
The implementation of “Social Studio” gave Farmacity greater control and visibility over customer conversations and opinions on social media. The tool facilitated active listening on social media, quick responses to user queries and comments, and strategic
communication planning.
The omnichannel strategy brought Farmacity closer to its customers, allowing them to listen, provide real-time responses, prevent events that could affect their experience, and increase shopping cart values on the website due to a positive experience.
ABOUT FARMACITY
Farmacity is a company committed to quality and excellence in customer service, health, and well-being, as well as to the development of the sector and the communities where it operates.
Since 1997, they have aimed to create a simple and close experience that contributes to improving people’s quality of life. Today, they have established themselves as the leading retail company for pharmaceuticals and a reference in health and wellness care.
Through their network of pharmacies and various value propositions—Simplicity, Get The Look, Farmacity, and The Food Market—they tirelessly challenge and work to create opportunities and new wellness experiences.
ABOUT ZENTRICX
Zentricx is a company that transforms and sees business beyond the data (Going Beyond Data-Driven). We think, innovate, and drive our clients to rediscover and enhance their products and services.
