Only 28% of the study participants have access

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More than 150 representatives of pharmacy chains representing large, medium, small and micro businesses took part in the study. It was conducted by Sber Eapteka, SberMarketing and analysts of the media holding Rambler&Co.

The authors of the study concluded that 25% of companies have a high level of digitalization and use more than 10 digital tools and practices in their work. Almost half (44%) are at an average level and use from 6 to 10 tools. 31% remain at a low level - they use five or fewer digital tools.

71% of pharmacy businesses denmark whatsapp resourcehave their own website - it remains the main digital tool for them. More than half (59%) use the website as a sales channel. But mobile applications are not so popular - 12% of retail companies have them.

to card payment upon entering data, and 24% have access to payment via a saved card or a card linked to the website. Most companies (64%) offer customers to pay for their purchases offline, at the pharmacy itself. You can pay for your order via QR code in 7% of pharmacies.

14% of survey participants deliver non-prescription drugs to their home when purchasing online. Only 2% of pharmacies deliver prescription drugs to the consumer's address. Vadim Abramov, Director of Marketing and Product Development at Sber Eapteka, told ComNews that this is due to the fact that not all pharmacies have the right to deliver them: they need to have a pharmaceutical license, have the legal right to provide the service, and also work only with the list of prescription drugs approved for sale. Sber Eapteka is participating in an experiment on remote sales of prescription drugs. "We expect that more organizations will join the experiment in the near future, and the geography of presence will expand, since this is an important service for citizens, including those who live in remote regions and who do not have a pharmacy within walking distance," Vadim Abramov noted.

42% of medium-sized businesses have integration with partner pharmacies. Also, 37% of large businesses and 22% of small businesses have integration. The indicator of integration of small businesses with providers of electronic prescriptions is 13%, for large businesses - 14%, for medium businesses - 18%. Integration with marketplaces is available for 24% of large businesses, 10% of medium businesses and 3% of small businesses.

66% of pharmacies that develop bonus programs provide the ability to log in using a phone number. However, in most networks (69%), you can only use discount programs directly at the pharmacy. In 40%, you can do this on the website, in 22% - in a mobile application.

The leading channel of communication with clients is SMS, used by 57% of the study participants. Email newsletters are also common (46%). But personal communication with managers is used by only 33% of respondents, and 23% use messages in their personal account on the website.

The researchers found that 38% of companies are dissatisfied with the level of digital knowledge among their employees, a problem more common in small businesses. 42% of respondents use team-based training for digital projects, 17% conduct webinars to improve digital literacy, and 10% conduct educational programs.

The study participants consider the following to be the most effective for increasing profits:

implementation of online sales - 65% of respondents;

working with customer loyalty, introducing loyalty programs, CRM solutions, personalized recommendations - 38%;

integration with marketplaces and pharmaceutical companies - 35%;

delivery of drugs to the buyer's address - 23%;

implementation of online payment methods for orders - 21%;

Chatbots - 20%.