Taking over ICT support across 147 MediRite pharmacies in one transition.

Part of the Shoprite Group, the MediRite Pharmacy Group operates 147 in-store pharmacies with just over 600 dispensing terminals. In December 2020 it contracted Vexall to take over ICT support services across the entire network.

SERVICES USED
Helpdesk support
Pharmacy bureau
Medical aid recon (ERA)
On-site consultancy

South Africa

Retail pharmacy · 147 stores

Established in 1998 with its primary footprint inside Checkers, MediRite is a designated service provider and preferred partner to most medical aids, so customers can fill chronic and acute prescriptions while doing their grocery shopping. The group also runs specialised healthcare ranges, courier delivery, Quick Collect, wellness screenings and virtual doctor consultations, each of which depends on always-on dispensing and claims systems.

Vexall took over helpdesk support, pharmacy bureau services, medical aid reconciliation (ERA) and on-site consultancy across the full network: ITIL-aligned incident management delivered by subject matter experts who understand retail systems and processes. Price and medical aid updates across pricing structures, medical aid rules and drug selections, aligned to industry governance standards. Digital medical aid reconciliation managing every element of medical aid payments and reconciliation.

840 calls closed at a 96.1% SLA and a 4.9 out of 5 customer satisfaction rating, with a transition the client described as quicker than expected and problem free.