CASE STUDY - DRMAX.SK

Who is Dr.Max

Dr.Max pharmacies were established in 2006 and are currently among the leaders on the pharmacy market in the Slovak Republic. Customers can find them in more than 340 places throughout the Slovak Republic, but also as an online pharmacy. Dr.Max pharmacies are currently employing more than 2000 people.

Visit their website

Information we work with at drmax.sk

• Data from the Loyalty Rewards Scheme (former purchases in pharmacies and online)
• Google Analytics
• Customer surveys (internal and external)
• Reviews at Heureka.sk
• Observing and evaluating customer behavior from a qualitative point of view (e.g. Inspectlet)
• UX analyses

Online Competition Projects:

• mojalekaren.sk
• pilulka.sk
• pilulka24.sk

What do we constantly track?

KPI (Key Performance Indicators)

Qualitative and Quantitative indicators:

• Customer shopping reviews
• Time taken to execute an order
• Number of visits
• Turnover
• Number of orders
• Average value of an order
• Level of business conversion (divided into separate sources)
• Market share
• Gross profit
• PNO
• Main shopping categories (what people are buying)
• How wide is the range of products
• Number of lines in an order
• Customer loyalty (repeated shopping)

What was it like to collaborate with bart.sk?

• Together we’ve already designed the second version of our E-shop. We chose bart.sk as our partner because of their experience and thorough knowledge of our customers’ needs.
• From the technological point of view, they handle the connection to all our internal systems very well (stocks, accountancy and Loyalty Rewards System).
• Penetration tests revealed some deficiencies, which did not have a profound impact on our business model and were dealt with even before the official launch of the E-shop.
• I must appreciate how they have met deadlines and kept within the boundaries of our budgets throughout the whole cooperation.
• The actual running of the E-shop on their servers works without any problems; we don’t notice any blackouts that would have an impact on our business model.
• Surely, the process of testing their work could be improved and errors when launching new functionalities should be minimized.