GSK’s B2B customers such as Tesco, Lloyds Pharmacy & Boots receive rebates on volume-related order metrics. Customers were logging into an outdated system which lacked basic functionality and lacked integration into GSK’s tech stack, meaning utility and therefore engagement was low.
The GSK brand team and senior leadership saw an opportunity to create and scale a bespoke software system that would address bottlenecks in the process whilst enhancing their customer engagement.
They recognised that creating a cloud based platform with integrations into the GSK tech stack was key to access real-time, accurate, sales information to both clients and management, yet moreover – the centralisation of data. Early on it became clear a key business outcome was to enable software automation so the transformation of internal and client processes was realised.
At the same time, user experience was suboptimal with low levels of engagement from clients. Functionality meant value add from using the platform was debatable. We also needed to map, challenge and streamline to progress the current service delivered whilst updating the front-end to reflect the growing expectations from digital products, even in a B2B environment.
Our heritage in delivering healthcare applications meant we were a natural partner to replace an existing customer-facing web portal and we were assigned as a partner for the end-to-end build.
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