Pharmacy2U Chooses a New Communication Platform

RingCentral has been selected by Pharmacy2U, the UK’s largest online pharmacy, as its central communication platform to help it deliver a customer-centric contact centre experience to support its growth.

Pharmacy2U helps over 240,000 people across the country manage their NHS repeat prescriptions. Set up by a team of pharmacists in 1999, Pharmacy2U was a founding partner to the NHS in developing the Electronic Prescription Service (EPS).

“We are adding around 7,000 patients per week, which is the equivalent of 16 new High Street pharmacies opening each month, and our aim is to allow people to contact us using the method that suits them best, whether that’s by phone, email, or webchat,” said Andy Williams, Director of Customer Care for Pharmacy2U.

“With RingCentral, we have an innovative and industry-proven platform that will allow us to deliver a truly unified communication experience and continue to deliver the highest levels of customer service while driving efficiency across the business.”

RingCentral Contact Centre is an omnichannel solution that helps people using Pharmacy2U to choose their preferred method of communicating, via voice, chat, SMS, email, and more.

The platform includes intelligent IVR and self-service options that are tightly integrated with smart routing functionality to help patients connect more quickly to the advisor who can best handle their needs.

The platform also includes tools to help Pharmacy2U optimise staff scheduling and improve contact centre efficiencies. Pharmacy2U is already using RingCentral Glip to help manage the system integration and migration project.

“Pharmacy2U is an innovator in the health industry that is making a real difference to people across the country,” said Steven Rafferty, Regional Vice President of Enterprise Sales, EMEA at RingCentral.

“We’re proud to help them deliver a seamless patient experience through our open and flexible platform. We look forward to identifying new ways to partner with Pharmacy2U as they continue to expand.”

Author: Robyn Coppell