National Pharmacies

Oracle Customer Success

National Pharmacies Elevates Innovation Capability with Oracle Cloud Platform

Summary

National Pharmacies Processes Orders in Minutes Instead of Hours, Expedites Stocktaking by 30%, and Lifts Customer and Staff Experience with Oracle.

National Pharmacies is an innovative retail and pharmaceutical mutual company in Australia. It sells a broad range of health products along with other products—such as supplements and cosmetics—via retail stores and its online site. The company also provides professional health and wellbeing services, such as weight management and flu vaccinations, to members. 

With disruption in the retail and health industry over the last five years, National Pharmacies wanted to shift away from the traditional IT approach and focus on not just the efficiency within the stores, but also constantly scaling innovation and driving customer engagement. To support this goal, National Pharmacies adopted Oracle Cloud Platform to rapidly introduce new capabilities to members, suppliers, and employees.

Business challenges

Increase business agility by connecting various core systems, including Oracle’s JD Edwards ERP applications and third-party customer relationship management system, on the backend and gaining the ability to continuously deliver innovative services via multiple interfaces, such as online, mobile, or chatbot 

Improve employee and customer experience by enabling staff members to access members’ information, such as purchasing or wellbeing service history, through a mobile, tablet-based application and provide better customer service in stores

Optimize supply chain efficiency by using a consistent set of workflows and process rules for logistics and delivery across 71 retail stores and minimizing time for suppliers to raise purchase order (PO) and store managers to approve those orders

Enable the business to quickly launch new services for customers, suppliers, and employees by using adaptive technology to future proof the platform for innovation

Only Oracle engineers products that are future proof and give us the confidence to continuously innovate and deliver unique experience for customers, suppliers, and employees. With Oracle Cloud Platform, we cut the costs to launch new capabilities by 20x and improved profitability.

Ryan Klose

General Manager, National Pharmacies

Results

Increased supply chain efficiency by introducing self-service procurement processes with Oracle Cloud Platform and Oracle Mobile Cloud, enabling staff and suppliers to easily raise or adjust PO via a tablet and store manager to approve their orders in two minutes than taking two persons two hours daily 

Saved staff training costs by 90% and cut national support office by 40% by taking only 2 hours training for the ProcureOne mobile application and spending just 10% of the allocated training budget, thanks to Oracle Mobile Cloud and Oracle Mobile Application Framework Foundation

Completed stocktaking 30% faster and recovered 3,000 stock items by integrating Oracle’s JD Edwards software into stocktaking scanners with Oracle Mobile Cloud and Oracle Mobile Application Framework Foundation and allowing staff to easily scan Stock Keeping Unit (SKU) and identify accurate stock levels

Reduced costs to roll out stocktaking scanners to retail stores by 20x—just US$7,400 instead of over US$148,000—by leveraging Oracle Cloud Platform to seamlessly connect the device data back to JD Edwards with Oracle Infrastructure as a Service (IaaS) and Oracle SOA Suite 

Optimized inventory management by implementing an adaptive API layer through Oracle SOA Suite to connect the ERP system and other core systems on the backend and automatically adjusting stock levels and ordering time for replenishment, such as cosmetics items, in the other stores 

Enhanced employee experience by extending the supply chain workflows to the ProcureOne mobile application with Oracle Cloud Platform and Oracle Mobile Cloud, enabling staff to simply use a single tablet to manage orders and stock and engage customers in store 

Elevated customer experience by empowering staff members to securely access member details via a tablet and provide instant services, such as delivering vouchers to customers’ mobile phones or helping members to reset their password 

Improved profitability by automatically routing the POs to four sources, such as distribution center or manufacturer, based on supply and margin preference and ensuring the business to get the best discount rate for volume buying 

Introduced new services faster, such as Q&A chatbots, by leveraging Oracle Cloud Platform to plug and play as the business starts to map out the ideas for new innovations to drive enhanced customer service

Enabled the business to retire other niche applications—including home-grown appointment booking system—and continually expand new revenue streams, such as providing “at home” care services and bot-assisted weight readings, by leveraging new capabilities from Oracle Cloud Platform and Oracle IaaS as they emerge

Partners

National Pharmacies worked with Oracle Platinum Partner, DXC Red Rock and Rubicon Red to configure the supply chain workflows with Oracle Cloud Platform and develop the mobile app and adaptive API layer. The partner also provides annual health checks to National Pharmacies and ongoing guidance regarding future architecture and emerging technologies.

“DXC Red Rock and Rubicon Red are our master engineers. They worked with Oracle to bridge the gap for our business drivers and help us get the most out of Oracle Cloud Platform,” Klose said. “Their extensive knowledge and experience with Oracle products gave us great confidence!”

There is a DNA in Oracle to make the right future-proofing decision. Only Oracle could provide the fully engineered Oracle Cloud Platform and enable us to increase agility, reduce IT complexity, and lower costs.

Ryan Klose

General Manager, National Pharmacies