3fifteen uses MS technology to build IT solution for Pick `n Pay`s retail pharmacy initiative

Pick `n Pay`s pilot retail pharmacy franchise operation in Bryanston, Gauteng, makes extensive use of a sophisticated, proof-of-concept, integrated IT solution designed to boost customer service while reducing the cost of service delivery. The pilot pharmacy is officially opening on 31 October.

Leading business solution provider 3fifteen developed and implemented the IT systems in use at the pharmacy. Based on a Microsoft platform, the solution combines the seamless integration of legacy retail pharmacy systems - point of sale (POS), accounting, Medical Aid interface and online ordering - with customised workflow and business intelligence systems.

These integrated systems, in turn, are linked directly to systems at Pick `n Pay`s head office, enabling the pharmacy franchise to leverage the group`s extensive retail expertise and infrastructure.

According to Eric Wilson, head of HealthPharm, Pick `n Pay`s retail pharmacy franchise division, today`s retail pharmacy owner is in an anomalous position: this highly qualified medical professional who provides a specialised service to the community is also required to manage a retail operation.

"We therefore worked closely with 3fifteen to design an IT solution which would free the pharmacist/owner from the mundane, business aspects of running a retail store, and allow him or her to deliver an efficient, caring and professional service to customers," he explained.

"The workflow system, for example, ensures the pharmacist doesn`t have to capture customer details on the PC, input doctors` prescriptions, order medicines and other products from suppliers, submit claims to medical aids, invoice customers, issue receipts, collect cash or any of the other myriad tasks retail pharmacists currently perform. The workflow system ensures these tasks are either automated, thereby lowering the cost of service delivery, or are handled by the first available, or most appropriately qualified, pharmacy assistant."

3fifteen`s CEO James Baber says developing the workflow system was one of the most challenging aspects of the project.

"Our major concern was that we were dealing with human behaviour and needs rather than technology. We had to constantly ask ourselves: is this what customers will want? How can we make their experience in the pharmacy more enjoyable? How can we utilise the talents and skills of the pharmacy employees more effectively? Where are bottlenecks likely to develop and what will it take to eliminate them?

"Another challenging aspect of the project was developing a business intelligence system which would allow for the quick and easy analysis of customer buying patterns and how these are influenced by demographics, location and seasonal influences. This will allow the store owner to make intelligent business decisions regarding the product range in the store by providing the information required to adjust ordering patterns," he says.

Microsoft BizTalk Server 2000 was utilised to facilitate the integration of the various IT systems involved in the project.

Gordon Frazer, deputy managing director at Microsoft South Africa says BizTalk Server 2000 is able to provide an infrastructure to equip businesses with the ability to incorporate, manage and automate their business processes.

"This has given companies the capability to integrate various applications and platforms ranging from ERP systems to e-marketplaces and e-procurement applications - a key requirement for the realisation of Pick `n Pay`s vision for its retail pharmacy venture," he concludes.