The Next Level’s first audit of Priceline Pakenham found that:
- 36% of script customers stayed in store
- 52% of script customers received proactive medicines counsel
- Each script item took 3m 55s to process
- OTC customers received 22s of proactive health & medicines counsel
- Each 100 script customers purchased 27.0 non-script health category products
- Pharmacists spent 17% of time forward of the script processing function of the dispensary
- $18.98 was spent on non-script health category sales per script customer transaction
- NB all values are averages
Priceline Pakenham and The Next Level worked together to grasp the opportunities via two key The Next Level implementation principles:
- Structural solutions, including setting a clear vision of their desired service model
- Strategic solutions, including cultural change of the team and re-education of customer regarding the new service model
Twelve months later, The Next Level re-audited Priceline Pakenham, and saw:
- 4% increase in customer retention (to 38%)
- 1% increase in script customers receiving proactive medicines counsel (to 53%)
- 138% increase in the duration of proactive health & medicines counsel to OTC customers (to 51s)
- 2% improvement in script processing efficiency (to 3m 49)
- 60% increase in forward orientation of Pharmacists (to 27%)
- 66% increase in non-script health category products purchased per 100 script customers (to 45.0)
- 24% increase in non-script health category sales per script customer transaction (to $23.49)
The Next Level’s disciplined approach to helping us convert the scored opportunities into change of a structural nature and also the strategy around HOW we would get our pharmacists out the front was very helpful. They got us to the point where it’s up to us now to do it.