Farmacorp, the largest pharmaceutical chain in Bolivia, recognized the importance of elevating the customer experience to consolidate its position in the market and strengthen its relationship with customers. In partnership with Izo, Farmacorp embarked on an ambitious customer experience transformation project to ensure that every interaction with the brand was exceptional and satisfying.

Izo's team of experts worked closely with Farmacorp to design a comprehensive Global CEM transformation methodology. This comprehensive approach allowed Farmacorp to fully understand the needs, expectations and pain points of its customers at every stage of their interaction with the brand.

The research carried out by Izo had a significant reach, involving more than 710 customers and 450 Farmacorp employees. Detailed data was collected on customer experiences and perceptions, providing a solid basis for defining the customer experience.

Through a comprehensive analysis, six key interactions were identified that had a significant impact on customer experience and brand perception. These interactions became the focus of Farmacorp's customer experience transformation strategy.

With the guidance and support of Izo, Farmacorp implemented a series of initiatives designed to improve these six key interactions and elevate the overall customer experience. Improvements were made to customer service processes, product availability and communication with customers.

As a result of this collaboration, Farmacorp managed to transform the customer experience and significantly improve customer satisfaction and loyalty. Customers experienced a more efficient, personalized and satisfying service at Farmacorp, which strengthened the pharmaceutical chain's position in the market and contributed to its continued growth and success.

Thanks to the partnership with Izo, Farmacorp was able to consolidate its reputation as a leader in the pharmaceutical sector in Bolivia and continue to provide exceptional experiences to its customers.