Mapp decided to integrate customer information into the core of the company’s marketing
Mapa leading provider of customer analytics services, today announced that LloydsPharmacy has selected its evaluative solution to integrate customer insights into the core of its marketing.
LloydsPharmacy is a leading community pharmacy and healthcare provider with over 1,400 pharmacies across the UK, mainly in community and health centres. With 17,000 colleagues dispensing more than 150 million prescriptions each year, the focus is on customer satisfaction. LloydsPharmacy is committed to providing exceptional customer service and healthcare. Now that online demand has increased, the company wanted to reflect that across all channels.
To deliver exceptional customer service across all channels at scale, LloydsPharmacy needed to consolidate its disjointed data sets and profiles into one secure and reliable location. To achieve this, the company needed a powerful customer data platform (CDP) that combines customer information with omnichannel capabilities to improve marketing. LloydsPharmacy now uses Mapp Cloud and its analytics capabilities to unify data points and truly understand each customer at an individual level.
Advantages of the Mapp offer
Mapp’s multi-channel offering means LloydsPharmacy can now increase adoption across channels including social media and display advertising. Automation of additional customer journeys becomes seamless, including advanced prescription refills and a real-time launch campaign for in-session customers.
LloydsPharmacy’s digital marketing team also benefits from Mapp’s premium Customer Success support so they can fully focus on their marketing objectives.
Looking to the future
LloydsPharmacy has big plans for the rest of 2022 and beyond, including plans to add other companies under its brands; Doctor and LloydsDirect online services. Improving customer identification across all three brands will enable improved customer service. The company also plans to implement a complete patient care journey, including disease identification, recommended treatment, online pharmacies and repeat prescription services.
Phil Geary, digital director at LloydsPharmacy, says: “Due to Covid-19, we have seen a huge increase in demand for our online services as well as doctor/patient care. With Mapp’s support, we will not only be able to truly understand all of our customers on an individual level, but also help them with each of their specific needs. We look forward to seeing what the future holds for this exciting partnership.”