Walgreens and imimobile recognized for improving the retail patient experience
Walgreens and imimobile, part of Webex, won the “Best Use of Technology” category at the US Customer Experience Awards 2022
Walgreens has won the “Best Use of Technology” category in the US Customer Experience Awards 2022 alongside its partner imimobile, part of Webex. This was the inaugural event of its kind in the US and highlights companies that have demonstrated innovative solutions that truly put customer experience first.
Walgreens was recognized for its pioneering use of Rich Communications Services (RCS) technology to improve customer engagement for its RX refill prescription program to improve refill rates, decrease abandoned prescriptions and improve customer health benefits and retention. RCS is an upgrade to SMS and allows businesses to deliver more engaging and interactive customer interactions through features such as videos, carousels, payment processing, rich cards and much more. This messaging channel also lets brands own a verified profile as a way to build customer trust and strengthen brand recognition.
“So humbled to receive the award on behalf of Walgreens and the imimobile team. Couldn’t be more proud of this partnership and the collaboration each team has showcased in bringing such a delightful customer experience to life," says Ekta Anand – Sr Product Manager, Digital Pharmacy Product & Communication at Walgreens Boots Alliance. “As an early adopter of innovative technology, Walgreens has defined convenience with more than 9,000 drugstores and we pride ourselves in delivering the best possible experiences on customer’s preferred channels and devices. Working with our technology partner, imimobile, we have been able to reimagine the customer experience through digital solutions that connect the digital and physical store pick up process.”
Jay Patel, VP & GM of Webex CPaaS said, “It’s fantastic that Walgreens and imimobile have won this award together to highlight how a communications platform that offers multiple digital channels such as RCS can have a real impact on the overall customer experience. In this case, Walgreens saw an increased number of customers responding to messages as part of their prescription refill program in comparison to SMS, resulting in improved customer health benefits and retention.”