Sigma Healthcare Boosts B2B CX with SAP

Sigma Healthcare

Sigma Healthcare is a pharmaceutical wholesaler and one of the leading pharmacy networks in Australia that has been in business since 1912. Now, they want to modernise their way of dealing with customers by leveraging a platform that can meet their goals.

In the process of choosing a new system, Sigma Healthcare needed to put into consideration how it fits into its legacy tech. Also, they needed to see how this new system can pave the way for continual development.

Rosalyn Page of CMO wrote in an article that Sigma Healthcare adopted the SAP Commerce Cloud and the SAP Qualtrics customer experience (CX) platform, which helped the company in increasing the number of orders. Plus, it also gave a +49 boost to its Net Promoter Score (NPS).

Luke Shaw, Sigma Healthcare’s Head of E-Commerce, shared that although pharmacy is a traditional industry, it also needs an update for its warehouse system. He pointed out that the portal used to do business with its franchise partners required a major upgrade.

The pharmaceutical company sought for a flexible solution that met enterprise level but still allows the development of customised solutions. They utilised the SAP Commerce Cloud to give a more accurate and real-time pricing to customers. But this came with another challenge: dealing with the industry’s complex pricing model.

Shaw noted how the SAP Commerce Cloud, along with their existing technology, made it possible to do computations and provide pricing. SAP Qualtrics CX was used to gather real-time feedback from customers which utilised technologies such as artificial intelligence and machine learning in generating insights that will help the business prioritise which resources need to be maximised for greater impact on customers.

They have also included personalisation into the checkout flow and order management using Qualtrics. Every pharmacy under the Sigma group has access to the Qualtrics platform if using the ordering platform. This helped Sigma address multiple and conflicting requests.

Shaw also noted how the platforms helped deliver a more precise roadmap on the changes they will provide and to see how it will impact customers on a business level.

In six months, the new platform already had a 95% adoption rate with improved business process, increased Net Easy Score by +50 points, and increased NPS by +49 points. Sigma has also seen an increase in the average order size and thrice the number of orders received versus the previous platform. Overall, this led to a 30% increase in the share of the revenue.

Shaw credited the new platform for the increased transparency and visibility in terms of stocks and ordering. Regarding the positive changes, he said:

“Primarily the biggest improvements were around where the inventory is coming from and which warehouse because it makes a difference to when they can expect their order on that product from where it is coming from. So giving clarity on the source of their product was really important as well.”

As for future plans, Sigma is looking to extend improvements on the franchise, which will allow customers to connect to the Sigma platform easily. This also puts emphasis on transparency and visibility.

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