Gulf Drug streamlines B2B e-commerce and Lead to cash

Gulf Drug is one of the largest distribution channels in the GCC region Gulf Drug streamlines B2B e-commerce and Lead to cash. Their services include clinical supplies, medical equipment as well as veterinary care.

Industry

Hospital & Health Care

Salesforce Product

Sales cloud and Community cloud

Region

UAE

Business Type

B2B

Overview

The UAE Healthcare sector continues to grow rapidly. Gulf Drug is one of the largest distribution channels in the GCC region. The Company possess 50 years of experience and a network spreading across the United Arab Emirates, Qatar, Saudi Arabia, and Jordan. The services include consumer healthcare, private and institutional pharmaceutical businesses, medical equipment, medical supplies as well as veterinary care.


Interesting Data Insights

33%

Increase customer feedback scores

38%

Increase customer feedback scores

19%

Increased in up selling

25%

Reduced Errors

The Challenges


Due to the rising healthcare costs, the medical devices segment faces tremendous competition. Healthcare manufacturers and distributors must transform their strategies to connect with more customers and get more opportunities. Agility, speed, and adaptability are going to be imperative for competing in an increasingly complex marketplace.

  • Provide visibility and transparency
  • Personalize customer experiences
  • Connected customer experience and one place to interact
  • Deliver experiences and solutions not solely products
  • Engagement Across the Ecosystem

The Solutions


Smaartt & Salesforce together addressed the operational challenges by digitally transforming for better service planning and execution.

Customer Engagement
  • Improved Customer Experience
  • Use analytics to understand outcomes of service events
  • Identify the best offerings to improve customer loyalty
  • Customer satisfaction
  • Customer loyalty
  • Brand reputation
  • Product profitability
Configure Price Quote (CPQ)
  • Configuration, Pricing and Quote Optimization
  • Use analytics to optimize how products and services contracts are priced/offered
  • Create perfect quotes
  • Product profitability
  • Service profitability
Customer satisfaction

Result


Omni-Channel Customer Engagement

Salesforce Support Omni-Channel Customer Engagement that enhance customer experiences & engagements

360-degree View

Single 360-degree view of the customer, equipment, service experience, entitlements, and supplier network

Enhanced Service & Experience

AI-driven technology to enhance service technician performance on-site and enhanced experiences deliver the wow, increased loyalty and revenue

Reference site for data: Salesforce & Gartner

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