Retail Pharmacy · Client Case Study
A community pharmacy group that migrated providers without disruption.
Cornerstone Pharmacy owns and operates nine retail pharmacies in and around Johannesburg. In September 2019 it contracted Vexall to take over ICT support across the network: 9 stores, 42 point of sale terminals and 63 dispensing terminals.
SERVICES USED
Helpdesk support
On-site support
Pharmacy bureau
Medical aid recon (ERA)
Johannesburg, South Africa
Community pharmacy · 9 stores
Background
Cornerstone is contracted to all reputable medical schemes and is a preferred provider for Discovery patients within its community pharmacy network. As a close business partner to the N.H.C. it also services patients inside the N.H.C. medical networks, and prides itself on service excellence in a community-based pharmacy environment.
The Vexall offering
A full ICT support stack across all nine pharmacies. ITIL-aligned incident management delivered by subject matter experts who understand retail systems and processes. Hardware maintenance, ad-hoc projects and installations delivered through a national network of qualified field technicians. 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.
The outcome
394 calls closed at a 97.1% SLA, with service delivery standards since migration described by both the team on the ground and management as exceptional.
“Changing service providers always comes with a few inherent risks, however the migration to Vexall almost seemed effortless without any disruption to the Cornerstone Pharmacy Group.”
Heinrich du Toit, Chief Executive Officer, Cornerstone Pharmacy Group
105
POS & dispensing terminals
97.1%
SLA achieved
4.5 / 5
Customer satisfaction
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