With over 11,000 employees and more than 1,100 locations nationwide, Inkafarma is the leading pharmacy chain in the Peruvian market, dedicated to the sale of pharmaceutical products and perfumery items. This enables the company to bring health, well-being, and savings to communities across Peru with warmth and optimism.
Eckerd Perú S.A. (inkafarma) decided to implement Aranda Service Desk because of its high level of customization compared to other solutions; given the specific needs of our operation, this is a very important feature that we value
The day-to-day operations of a supply chain as complex as Inkafarma’s generate inquiries and transactions at our locations that must be addressed promptly; however, effectively managing and handling these cases is a significant challenge given the volume, the variety of situations, and the uncertainty regarding whom to direct these requests to.
The Inkafarma Logistics team is committed to ensuring an adequate level of service; therefore, centralizing all these cases through a single channel was identified as the primary need to ensure that all inquiries were addressed in a timely manner.
“Our experience with Aranda Software has been quite rewarding, as it has provided us with the knowledge we needed to make the most of the tool and effectively manage the information we enter into it, enabling us to properly handle the needs of all our locations.”
Boris Abanto
, Manager of Distribution and Logistics Services.
In addition to the implementation time and costs compared to other solutions, we chose Aranda because the tool offered a greater degree of customization than other solutions, which—given the specific needs of our operation—is a very important feature that we value.
Implementation costs: Low implementation costs compared to other solutions that required a complete build-from-scratch approach (Aranda Software’s Help Desk solution was already in use by other departments at Inkafarma).
Troubleshooting: The brand representative’s willingness to process our requests and resolve issues.
Functionality updates: Regular updates to the platform so you can access the improvements we implement or recommend.
Organizational changes (adaptability): Aranda Software’s help desk platform offers a degree of customization that aligns with our ambitious growth plan and our ongoing quest to improve our operations.
We evaluated several options on the market; however, given our positive experience with Aranda Service Desk (a tool we had previously implemented) and with the aim of reducing implementation time to minimize the cultural impact that a potential change would have on more than 2,200 users at our locations, we opted for Aranda Software’s help desk solution after customizing it to meet the needs of our logistics project.
Given that the reported cases may involve multiple departments simultaneously, the primary benefit of using this technology in our Logistics Help Desk project lies in reducing the man-hours required by the departments involved in centralizing, managing, tracking, and ultimately resolving the cases reported by our pharmacies.
Furthermore, this has allowed us to build up significant expertise in resolving the cases reported by our branches. By standardizing 42 of these cases, we have been able to reduce response times, which in turn has streamlined the training process for specialists, enabling us to develop a multifunctional team capable of handling any case.
The success of this tool has enabled our stores to recognize the Logistics Help Desk project under the “Logistics Helps You” Service Platform concept, establishing us as a benchmark for service and improving the perception of our logistics operations among our stores.
The main improvements and impact on our business since we chose Aranda Service Desk have been:
a. Centralize all cases and ensure they are 100% mapped
b. Rapid project rollout; 93.2% of our clients have been using the tool since implementation (As of December 2016, 1,035 out of 1,110 pharmacies are using our system)
c. An increase of more than 60 percentage points in cases reported through the Aranda Service Desk platform.
d. An increase of more than 36 percentage points in the timely resolution of received tickets.