I am Amit Singh, working in the Central warehouse operations team. My role at PharmEasy is to handle the inbound and the inventory part of the Warehouse. I have been a part of PharmEasy from the inception days (from the time we had the Pink customer app). It’s been 4 years 8 months now, yet it seems like yesterday I have joined the company.
I would like to talk about how we have grown in these years and how important customers are for us. The time I joined, we received 60-80 orders in a day and we would process these orders within 48 hours. Every single step was manual back then and we tracked these orders in the register.
Although we delivered orders, the customer experience was varying area to area because we had not expanded in the remaining parts yet, which increased the delivery time. So, we understood the issues our customers were facing and tried to resolve them as soon as possible.
After few months, to improve the first interaction of the customers, i.e. the confirmation of their orders, we started a CC team to have a great experience so that our front face Pharmacist (CC) team gives a satisfactory response while confirming the order. We started doing calls to understand the issues customers were still facing. We realized that we must improve the TAT, so we started working on the same to deliver the orders on time.
We started working on fillrates of the order and made it 95% bag fill and deliver orders within 24 hours to make it a universal experience. At all stages, we focused on improving customer service for customer retention.
Ultimately, our plan is to work towards customer satisfaction and be a one-stop healthcare solution for all.
We have been trying and will always go beyond limits to get a smile on our customer’s face.