-68% missed calls through 24/7 AI service
How PharmaCare GmbH revolutionized the telephone availability of their 8 pharmacy branches with the Service Agent - around the clock, even at night and on weekends.
Missed calls cost customers and trust
PharmaCare GmbH operates 8 pharmacy branches in Northern Germany. Outside opening hours and during peak times, up to 43% of calls were regularly lost. Customers with urgent questions about medications, availability or prescriptions couldn't reach anyone.
The result: Frustrated customers, lost prescription fulfillments and an overworked pharmacy team torn between counter consultations and phone duty.
24/7 Service Agent for pharmacy customer service
Always available
The Service Agent takes calls around the clock - even at night, on holidays and during peak times.
FAQ answering
Common questions about opening hours, medication availability and prescription service are answered immediately.
Callback scheduling
For complex inquiries, the agent schedules a callback by a pharmacist - at the customer's preferred time.
GDPR-compliant
All health data is processed GDPR-compliant. No storage of sensitive patient data.
12 weeks - from 3 branches to complete rollout
Setup & FAQ Integration
Service Agent configured, knowledge base filled with the 200 most common questions. Phone system connected and initial test calls conducted.
Live Operation & Optimization
Go-live for 3 branches. The agent handles calls outside office hours and relieves the team during peak times. Knowledge base continuously expanded.
Rollout to All Branches
Expansion to all 8 branches. Missed calls drop by 68%. Callback scheduling and appointment booking run fully automated.
What this case study shows
24/7 availability is a decisive competitive advantage for pharmacies.
94% of inquiries are resolved directly by the Service Agent - without human intervention.
The pharmacy team is noticeably relieved and can focus on in-person consultation.
Customer satisfaction increased from 3.8 to 4.8 out of 5 stars.
Missed calls dropped by 68% - every saved call is a potential prescription fulfillment.
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Never miss calls again?
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