Home Innovation Lab Farma4all

Farma4all

Project code VENNR91

Provision of Innovative Services by Pharmacies to support health and wellness
Project code VENNR91

In the wake of the radical change in the business model of Italian pharmacies, which have become veritable "service hubs", ranging from support for wellness and nutrition to personal care and access to services offered by health professionals, the objective of the Farma4All project is to create a mini-Customer Relationship Management software platform that can best manage marketing and customer loyalty activities in pharmacies, inter-operating with existing systems and allowing the network of different players to interact, populate and discuss the environment, made available via the Web.

The Farma4all project has set up a platform of innovative services provided by pharmacies of the network, available remotely via access to a web-application. This platform will help to build and strengthen the identity and competitiveness of pharmacies, creating a lasting and profitable relationship to the benefit of both citizens/consumers and pharmacies.

Through the software system, therefore, the project has achieved several objectives:

  • Defining the structured management of current and future services provided by pharmacies.
  • Implementing the integration of all services to obtain a complete overview of each individual customer/patient and subsequently follow up with all Customer Care
  • In-house collection, organisation and management of all data collected on customers, regarding purchase preferences or information on services performed and therapies followed. This encourages a "marketing oriented" approach that stimulates and engages the user during their health and shopping experience in the pharmacy, also through user profiling techniques. Therefore, on the one hand, it involves accompanying the user in getting to know the products and providing advice and, thanks to loyalty and gamification techniques, offering incentives and digital couponing activities.
  • Automating all marketing and Customer Relationship Management activities in a highly innovative but practical and feasible manner, especially for the customer. The idea is to perform a social function, as an initial reference and also as a first intervention in the event of consultation on prescribed drugs, methods of use, allergic reactions, and so on.
  • Acquiring ownership and management of the collected data, preventing their dispersion and unauthorised dissemination to third parties.

The software platform also offers back office functions through which the pharmacist can analyse the most/least competitive areas of the pharmacy with the support of Analytics features. This could consequently reinvigorate the pharmacy's business by stimulating the ability to offer new services and open up new market segments and specialisations. In order to ensure the best results for the Farma4All platform in terms of loyalty and to secure further business opportunities for the pharmacies participating in the project, chatbots have been implemented for improved user-pharmacy interaction.

Project partner 

  • FARMACIA MENGOLI SNC
  • EXPRIVIA S.P.A.,
  • FARMACIA ALFONSO MIGALI,
  • FARMACIA BUCCI DI BUCCI MARIA ANNA BIANCA,
  • FARMACIA DEL PRETE DI MARIA GABRIELLA E MARINA BAFFA SNC,
  • FARMACIA ELIA DEI DOTTORI ELIA LEONARDANTONIO E ELIA FRANCESCA SNC,
  • FARMACIA MOSCHETTINI DELLA DR.SSA MARIA ROSARIA FRIGINO,
  • FARMACIA RAO 1832 DELLA DOTT.SSA BITONTI ROBERTA,
  • FARMACIA SCARDIA DELLE DOTT.SSE MARIA GABRIELLA E DARIA METRANGOLO SNC,
  • GRECO DANIELA GIUSEPPINA,
  • LEGROTTAGLIE ANNA MARIA,
  • STUDIO EGA SRL,
  • FARMACIA CAZZATO FARMACIA CAZZATO DELLA DOTT.SSA ADDOLORATA CELIMANNA GIUSEPPA VANTAGGIATO & C. S.A.S.

Representatives of Final Users involved

  • ORDINE FARMACISTI PROVINCIA DI LECCE

Research laboratories involved

  • DHITECH Scarl
  • GSA Lab - Department of Innovation Engineering - University of Salento
  • Economic Management Engineering Laboratory - University of Salento
  • Decision Support Systems and Business Intelligence Laboratory - University of Salento

POR Puglia FESR FSE 2014-2020 – Sub-Azione 1.4.b
INNOLABS NOTICE
“SUPPORT FOR THE CREATION OF INNOVATIVE SOLUTIONS AIMED AT SPECIFIC PROBLEMS OF SOCIAL RELEVANCE”