Caring Pharmacy Partners With Appier to Deliver a Personalized Multi-Channel Experience for Malaysians
Appier announced the successful campaign results from its partnership with Caring Pharmacy, a leading pharmacy chain in Malaysia, to enhance its overall multi-channel marketing strategy. Caring Pharmacy enabled highly personalized experiences for its customers on multiple channels with the one-stop customer management platform AIQUA. By leveraging Appier AI Personalized Marketing Cloud, Caring can now seamlessly integrate all of its data across both offline and online channels to tailor customer journeys based on their behaviors and preferences; while at the same time increasing customer engagement and achieving a positive sales cycle.
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Established in 1994, Caring Pharmacy has become a leading pharmacy chain with more than 180 stores in Malaysia. The company’s mission is to provide the most professional and innovative pharmacy services and the highest quality products to customers. Caring Pharmacy aims to be the driver and promoter of healthy lifestyles in the communities that it serves.
When COVID-19 hit the world in 2020, Caring identified a need to evolve its digital strategy. As a predominantly brick-and-mortar business, Caring Pharmacy needed to bridge an increasingly pressing gap between its offline operations and online platforms. One of its key priorities was to integrate the rich data already available through its offline stores into its online platforms. In fact, Caring was not alone in this. The pandemic brought about years of change in the way organizations across all sectors and geographies do business, and this included the acceleration of the digitization of their customer interactions along with the recognition of technology’s strategic importance as a critical component of the business.
Caring’s digital transformation focused on transforming its customer experience through the following tactics:
- Enhance the user experience on its digital channels: By unifying its rich offline insights with its data from online users and behavior, Caring was able to offer highly tailored marketing messages to its customers
- Build brand loyalty with highly personalized experiences: With AIQUA, Caring was able to create niche segments for various campaigns and leverage AI recommendation models based on different user behaviors to create a better user experience, enabling personalized engagement for its customers
- Drive real-time interactions with customers through a WebChat: With Appier’s BotBonnie, Caring was able to optimize the customer journey from user acquisition to loyalty management by promoting specific marketing campaigns, providing 24/7 customer support, and addressing customer queries about their membership in real-time.
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“Appier has been a great collaborative partner in our digital transformation strategy to enrich Malaysian lives. Appier’s tools are easy-to-use and the icing on the cake is having a proactive and collaborative team who not only guided us on our overall strategy but offered constructive strategic ideas to further enhance our marketing strategies. Appier has a strong set of features that prove their worth in each and every case, and we have seen steady growth in our marketing metrics since using them,” said Loo Jooi Leng, Marketing Director, Caring Pharmacy.
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