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Case Study

Lloyds Pharmacy

Lloyds Pharmacy Implement Protouch Instore Self Service Kiosks

Context

The Lloyds Pharmacy group began in 1973, owned by Celesio AG, a leading healthcare provider across Europe and Brazil. Lloyds Pharmacy is the second largest pharmacy chain in the UK, Channel Islands and the Isle of Man and is well known for their ‘consultation areas’ where customers can speak privately to a pharmacist.

With an estate of over 1650 stores, nearly 97% offer consultation areas, more than any other pharmacy.

Assignment

The initial focus was to update the pharmacy image and improve the way customers access healthcare. With the desire to enhance the customer experience and augment its services by providing up-to-date and accurate product information on both their product range within store and products online. To achieve this purpose it was identified that sourcing product information from customer service representatives, the typical distribution of leaflets and traditional discussions with a pharmacist were labour intensive, costly and timely.


Solution

An interactive technology solution was sought, which lead to the selection of Protouch Technology in the form of touch screen kiosks, thermal printers, PKM (Protouch Kiosk Management) kiosk software and full service support. Thus reducing labour costs, employee time, collateral production costs and improving the utilisation of management employees. In addition to this a bespoke application was written by the Protouch programming consultants to enable Lloyds Pharmacy data to be integrated into the PKM software due to the Lloyds Pharmacy unique data set of product information, enabling interface with the back-end system.

With a common sense and practical approach Protouch implemented a 10 store trial to test Touchscreen kiosks with a subsequent roll out into 70 of the premium stores. The ‘Health Kiosks’ have proven popular with Lloyds’ customers. Collected data has demonstrated the high level of interaction with the kiosks and particular features such as product scanning; where customers can obtain information on the product, watch videos, read reviews, purchase and subsequently have their selected product delivered with minimal to no employee interaction.
With Protouch’s latest kiosk solutions in place, Lloyds Pharmacy has transformed access to healthcare in a pharmacy environment.

The success of the deployment is evident and Lloyds Pharmacy is able to achieve its goal in delivering effective, efficient healthcare services. Subsequently an on-going roll-out programme has been instructed by Lloyds Pharmacy to Protouch Solutions.

Both Lloyds and Protouch are proud to announce the Lloyds Pharmacy has entered for the Oracle retail Week Awards 2014, with Protouch’s kiosk solutions at the core of its success.

 

“Protouch were selected because of their expertise in this area. They were able to demonstrate that they had already done similar solutions, and the PKM software enabled us to have complete control of the content as well as giving us complete visibility of the kiosk estate”
Damian Lloyd from Lloyds Pharmacy