Efficiency, effectiveness, and convenience are the basic pillars of customer satisfaction, especially in the healthcare and pharmaceutical industries. The use of technology can strengthen and interconnect them all to provide excellent service to the end-users. CVS pharmacy, a US-based retail corporation founded in 1963 and specializing in prescription drugs alongside general merchandise, beauty products, and cosmetics has implemented RFID technology to enable visually impaired persons to get a complete understanding of the drug description before purchasing it.
Use-Case of RFID Technology at CVS Pharmacy
CVS Pharmacy has a dedicated mobile application available on Apple Store and Google Play, which can be used by the customers to view different products, promotions, bundle discounts, and order medicines. The application can be accessed on a mobile phone by the use of Siri or Google assistant as well. All the products in the CVS Pharmacy stores, more specifically medicines and drugs, are marked with RFID tags. Within the official mobile application of CVS pharmacy, the company has enabled a special feature pf Spoken Rx; when the products are scanned through via Spoken Rx, it loudly reads out the medical prescription and the relevant details which might entail patient name, medicine name, dosage, directions to use, etc. Spoken Rx has been developed by the collaboration of CVS pharmacy and the American Council for the Blind (ACB); it primarily is a classic example of the Internet of Things (IoT), where communication amongst mobile application and physical objects have been enabled by RFID framework.
RFID at CVS Pharmacy – Impacts on Business
Spoken Rx, powered by RFID, in true essence has enabled, empowered, and transformed the special segments of the society i.e. visually impaired or with any associated eyesight issues, to buy the medicines and merchandise they need in a very convenient manner. Considering the metrics of customer experience, CVS pharmacy has leveraged its position in the pharmaceutical industry. Not only the brand gained a lot of customer attention, but the Spoken Rx initiative also led to the promulgation of the organization’s soft image. By incorporating technology into the business, CVS has also stepped into the realm of corporate social responsibility, thus further complimenting the brand and business.
Conclusion
Concerning the pharmaceutical industry, brand health and image play a vital role in the purchase decision of customers. Coupled with a seamless customer experience, CVS pharmacy has certainly created a soft image in the industry with the launch of Spoken Rx. It has not only led to increased footfall at the stores but also spread positive word of mouth, thus helping the business development and sustainability.
