Hyderabad-based pharmacy retail chain MedPlus Health Services aims to be omni-channel service provider, including offline, online and call centre.
“Besides approaching stores, one can order medicines online and our call centre helps provide service at the customers’ door steps. The omni-channel presence helps us provide a seamless customer experience,” MedPlus Health Services Chief Operating Officer Dr Surendra Mantena told Deccan Herald.
MedPlus, the second largest pharmacy retail chain in the country, has a network of over 1,350 pharmacies in 12 states. The annual average sales of a store is Rs 1.2 crore.
“We do not find any difference between online and offline business models. We see everything as a holistic kind of business. MedPlusmart.com contributes 10% revenue to our company,” Mantena added.
MedPlus also assures that the online retail space is implementing the fine practices of offline retailing so that it will comply with statutory regulations. “Online pharmacy does not mean that anyone can buy any sort of medicines. Customers have to place the prescription before ordering medicines. The same sort of control that we have for offline pharmacy is applied to online pharmacy,” Mantena said.
The company is providing more discount to online ordering so that more customers are hooked to that platform. “For a purchase of Rs 1,000 or more, we are providing 15% discount,” he said, adding online sales reduces inventory storing cost. “Even if a particular medicine is not available, once the online order is placed, we make sure that it reaches the nearest store. We also send SMS alert to customers to collect the medicine,” Mantena said.
The brand serves over two lakh customers a day, and enjoys a 30% market share in the organised retail pharma industry.