Order and Appointment Experience

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Mastering the Retail Pharmacy Experience

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Keep your customers engaged, informed, and in control— all while building trust and loyalty.

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SOLUTION OVERVIEW

A better pickup and appointment experience

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Retail Loyalty Offer and Pickup

Pharmacy Pickup: Single

Pharmacy Pickup and Appointment: Household

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Customer Profile >

Customer Profile >

Customer Profile >

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It all starts with Talia's communications

Her prescription is in automatic refill. In the week leading up to the medication coming due, friendly reminders have been sent via SMS, as Talia listed SMS as her preferred contact method​.

She doesn’t respond to the SMS. A few days later, the system tries another channel. Seeing that Talia is a frequent app user, Xponent decides to push an app notification.

Talia receives a push notification reminder to pick up her prescription— at a different time of day and day of week.

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Finding a new way to engage Talia

With no engagement to either channel detected after several days, Xponent decides to engage Talia in a new way.​

Automated outbound calls are scheduled to engage Talia using the same tone and style as the SMS and notification earlier.​

After answering the call, Talia presses 1 to confirm she is going to pick up her prescription​.

The response is captured and fed back to relevant systems and updates the pharmacy backend system​.

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A new refill is ready for Talia

A few days later, Talia receives an email that she has a different prescription ready for refill.​

Within this email, she can also see she still has her original prescription waiting to be picked up.​

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Talia then picks up both prescriptions

With the prescriptions filled, the next best actions are re-prioritized. Outbound communications consider all of Talia's data and context to be more relevant. She is an excellent candidate for at-home delivery, so Xponent decides to push some educational material for Talia to begin that journey.Inbound interactions continue to be contextually prioritized and relevant.

Updated Customer Profile >

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Starting with Emily's communications

In the week leading up to her prescription coming due, friendly reminders have been sent via email to Emily as she has the most interaction with this channel.​

Emily's daughter is sick, so she is planning on taking her to the doctor. She verifies in the app that their family account is set up properly in case she needs medicine.​

This updated profile information is sent back to the customer profile and stored immediately. ​

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Emily's pharmacy and appointment communications

Emily had a teledoctor visit with her daughter, and she did need a prescription. The doctor called it in before they got off the visit. ​

She checks her email and sees a notification that her original prescription is ready to be picked up in addition to her daughter's new one.

Before she visits the store, she figures it’s best if she gets vaccinated to avoid getting her child's illness and calls to schedule an appointment. ​

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Emily goes to the store, gets vaccinated, and picks up her family's prescriptions

With the prescriptions filled and her vaccination complete, the next best actions are re-prioritized. Outbound communications consider all of Emily's data and context to be more relevant. For example, she will now no longer receive vaccine-related messages. Now, she will get coupons related to flu medicine for her next in-store visit in case someone else in her household gets sick. Inbound interactions continue to be contextually prioritized and relevant.

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It all starts with Sandra's loyalty communications

Sandra gets a weekly email with the latest offers, tailored to her previous in-store purchases and website interactions.​

Each time she receives a promotion, she clicks on the ad but doesn’t always make a purchase.​

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Sandra's pharmacy communications

Sandra realizes she needs to pick up a prescription so she calls the pharmacy and orders a new prescription.​

Sandra receives an email notification that her prescription is ready to be picked up. She confirms she will be picking up the order.​

After confirming she will be picking up her order, she is instantly sent a tailored offer for when she is in store. This offer leverages contextual insights gleaned from her previous reward activity.​

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Sandra picks upand uses her offer in store

With the prescriptions filled and her offer utilized, the next best actions are re-prioritized. Outbound communications consider all of Sandra's data and context to be more relevant. She is an excellent candidate for an up-to-date flu vaccine, so Xponent decides to push offers for Sandra to begin that journey. Inbound interactions continue to be contextually prioritized and relevant.

Updated Customer Profile >

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From Chaos to Clarity: CSG Xponent Helps Control Your Brand Communications

Traditional order and service communications just don’t meet customer expectations anymore. When messages are repetitive, irrelevant, or poorly timed, they create frustration, drive customers to unsubscribe, and ultimately harm your brand’s reputation. CSG Xponent helps you overcome these challenges by guiding your customers with personalized, timely, and relevant communications. Here’s how we do it: • Cut down on repetitive reminders and ensure key messages stand out. • Proactively update customers on order statuses, rescheduled services, and upcoming appointments. • Send timely, personalized messages—like reminding patients to fast before a blood test or notifying customers when their order is ready for pickup.

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Updated Profile

Name: Emily​ Customer Since: 2008​ Status: Married with one child under 18 Family Prescription Account: Yes, Emily + Anna (Active) Insurance: HDHP w/ HAS & Medicare​ Purchase Frequency: 8-12 per a month​ Vaccination Status: Emily -Up to date as of 2/13/2025​ Permission: Email, Push Notifications, SMS, App​ Recent Channel Interaction: Email, Call Time of Day: 8AM Rewards: >90% rewards redeemed

Meet Emily

Name: Emily​ Customer Since: 2008​ Status: Married with one child Family Prescription Account:​ No Insurance: HDHP w/ HAS & Medicare​ Purchase Frequency: 4 per month​ Vaccine Status: No vaccine​ Permission: Email, Push Notifications, SMS, App​ Recent Channel Interaction: App, Email Time of Day: Unknown Rewards: >90% rewards redeemed

Meet Talia

Name: Talia​ Customer Since: 2012​ Family Status: Married with children​ Insurance: PPO Health Plan ​ Vaccination Status: Unknown Automatic Refill: Yes Purchase Frequency: 3-5 per month​ Permission: Email, SMS, App, Call Recent Channel Interaction:​ SMS Time of Day: Unknown Rewards: 50-70% rewards redeemed

Updated Profile

Name: Talia​ Customer Since: 2012​ Family Status: Married with Children​ Insurance: PPO Health Plan ​ Vaccination Status: Unknown Purchase Frequency: 3-5 per a month​ Permission: Email, SMS, App​, Call Recent Channel Interaction: Email, Call Time of Day: 1-2PM Rewards: 50-70% rewards redeemed

Meet Sandra

Name: Sandra Customer Since: 1992 Family Status: Widowed​ Insurance: HMO Plan​ Vaccination Status: Unknown Purchase Frequency: 1-2 per month​ Permission: SMS, Call, Email​ Recent Channel Interaction: Email Time of Day: 10-11AM Rewards: >20% of rewards redeemed​

Updated Profile

Name: Sandra Customer Since: 1984​ Family Status: Widowed​ Insurance: HMO Plan​ Vaccination Status: Unknown Purchase Frequency: 1-2 per month​ Permission: SMS, Call, Email​ Recent Channel Interactions: Email, Call Rewards: >30% of rewards redeemed​ Last Purchase: 30 Day Supply Vitamins; Picture frame