Walgreens Leveraging Mobile to Remove Customer Friction

Walgreens’ Laser-Focus on Mobile Meets Photon’s Digital Retail Expertise to Shape One of Retail’s Most Successful Digital Transformations

At Walgreens, CIO Abhi Dhar explains, “We want the customer to engage with us whenever, wherever, however they want. We want to allow fully digital experiences to have real-world fulfillment in the stores.”

A core driver of this vision is how to use mobile to create frictionless customer experiences across touchpoints. To realize this vision, Walgreens developed a hybrid application leveraging best of smartphone native features and HTML5 Technology. Speaking on Photon’s partnership, Abhi Dhar adds, “They [Photon] have been a great partner.”

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Through Walgreen's innovation track came two of their most successful mobile programs: Quick Prints and Refill by Scan.

Refill by Scan: Customers submit a refill request by simply scanning their existing prescription barcode using the Walgreens app. The customer is then notified with a text alert when the prescription is ready for pick-up. By harnessing the power of emerging touchpoints such as mobile and IoT, Walgreens was able to simplify the refill process, eliminate wait lines, and provide customers with 24/7 access to their prescription history. The Walgreens app also provided customers convenience by offering timely notifications to refill prescriptions when medicine runs low and for collecting their prescription refill when it is ready.


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Quick Prints:
Users select pictures from digital albums such on their smartphone, Facebook, Flickr and Instagram accounts to print and pick up at Walgreens stores. The Walgreens photo-processing mobile app uses a smartphone’s geolocation to recognize when the customer is in its store to transform itself into a different app.


 

Over the years, Walgreens has been a retail leader in leveraging digital technologies for the development of new product and service offerings that bring value to customers. “The source of Walgreens’ digital strength lies in its leaders’ focus on applying digital innovation,” says Photon’s CEO Srinivas Balasubramanian. “They have quickly become a leader in retail by putting digital at the center of their overall retail strategy for servicing their customers, and we experience it in the lofty standards they set for digital partner selection and execution.”