How Southstar Drug Achieved an Average Delivery Time of 1.6 Days

Company Profile: Southstar Drug

Founded in 1937 by Tomas Dy-Makao, Southstar Drug began as a small outlet for Chinese herbal medicines and has evolved into one of the leading pharmaceutical retailers in the Philippines. With over 500 stores nationwide, it ranks among the top 500 corporations in the country. In response to the COVID-19 pandemic in 2020, Southstar Drug accelerated its digital transformation to ensure continued reliable and convenient access to medical supplies for its customers across the Philippines.

• Brand: Southstar Drug
• Industry: Healthcare
• Platform: Advanced Shopify
• Location: Philippines
• Founded: 1937
• Employees: 1,001-5,000
• Digital Presence Initiated: August 2020
• Logistics Partners: Fewer than 10
• Integration Details: Not Applicable

In the face of the COVID-19 pandemic, Southstar Drug quickly pivoted to digital, launching a comprehensive online platform to cater to the medical needs of Filipinos during lockdowns. The transition to digital was crucial in addressing the urgent demand for medicines, vitamins, and COVID-19 protection supplies, despite the logistical challenges posed by the government’s lockdown measures.

Challenges and Solutions:

As a trusted name in pharmaceuticals, Southstar Drug faced the significant challenge of migrating its renowned customer service and product quality online amidst the pandemic. The primary issue was ensuring that customers accustomed to in-person shopping could easily transition to online ordering, with an emphasis on overcoming logistical hurdles to maintain timely and reliable delivery.

After extensive research, Southstar Drug chose ParcelPanel as its order tracking solution, fulfilling their specific requirements such as support for existing courier partners, a customizable tracking page, and the capability for manual status updates for in-store pickups. ParcelPanel’s cost-effective, scalable solution and easy integration with Shopify enabled Southstar Drug to enhance its digital offerings efficiently.

Impact and Future Direction:

With ParcelPanel, Southstar Drug significantly improved delivery times and customer engagement. The average delivery time was reduced to just 1.6 days in metro areas, and customers engaged with the tracking page multiple times per order, reflecting a 102% ROI from the tracking system.

Looking forward, Southstar Drug is committed to providing a seamless omnichannel shopping experience, with ParcelPanel as a key partner in optimizing delivery times and improving the overall post-purchase experience. Southstar Drug’s ambition is to remain the preferred pharmaceutical retailer in the Philippines, offering a harmonious blend of traditional and digital customer service excellence.