Founded in 1968, the Clicks group has been listed on the Johannesburg Stock Exchange since 1996. Following changes in South African legislation in 2003 to allow corporate pharmacy ownership, the group entered the retail pharmacy market with the opening of the first Clicks pharmacy in 2004.
Today the group is a leader in the healthcare market, in both retail pharmacy through Clicks and pharmaceutical wholesaling through UPD. Their vision is to be the customers first choice in the South African pharmacy, health and beauty retail space.
We Implemented a Virtual Queue Management System that best suited Clicks’ needs. The system had to be cost-effective due to the large store network that would need to come onboard.
The distraction from waiting enhances the customer experience which is conducive to extended store browsing. Clicks has observed an increase in basket spend within weeks of each store coming online, as well as a reduction in queuing-related complaints.
At Clicks Pharmacy, customers can choose from three service options: self-medication, prescriptions, and pre-packed collections. Upon arrival, each customer receives a ticket with a unique number identifier, which is also displayed on a screen in the waiting area for easy reference.
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Customers are called both audibly and visually in the order they joined the queue, ensuring they are attended to by the next available pharmacy staff member. This system guarantees prompt and efficient service delivery.
Clicks Pharmacy uses a simple 6-button wireless call pad for calling customers, providing a convenient method to manage the flow of customers.
This implementation enhances efficiency in customer management, allowing staff to seamlessly navigate through queues and attend to customers effectively.
Pharmacy staff have their own display showing the number of customers in each queue.
Located in front of each counter, these displays guide customers to their designated service counters, ensuring smooth and efficient service delivery.
Clicks management has live alerts for possible extensive waiting times their customers may experience. Allowing for a swift resolution.
Informative reports show KPI stats at a glance as well as trended information by date, period, and location.
Reports are generated on a daily, weekly, monthly or as frequently as required and sent via email or viewed on our web dashboard. This aggregated information gives management valuable information to strategically maintain exceptional performance levels at all times.
To enhance staff productivity, minimize customer wait times, and improve the overall experience, Clicks researched global trends in the retail dispensary landscape and identified the Smart Locker approach as an effective solution.
As their tech partner, we implemented the Quick Collect locker system. This solution has been very well received by customers and has been rolled out to over 50 stores and growing.
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Clicks Quick Collect lockers provide a streamlined experience for customers. Using an OTP received on their mobile device, customers can easily access a locker containing their pre-packed medication.
This convenient process allows customers to skip the queue and collect their medication independently, freeing up staff to assist more customers efficiently.
Clicks Quick Collect lockers prioritize security with robust mechanisms to safeguard customer medications. Each locker is equipped with advanced locking technology and ensures secure storage until accessed by the customer using a unique OTP.
This ensures peace of mind for customers while maintaining confidentiality and safety throughout the collection process.
Our solutions reflect the innovative spirit and dedication to excellence ingrained in our local expertise. We are committed to delivering world-class queue management solutions that showcase the ingenuity and quality synonymous with South African innovation.
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