Apopro
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Apopro | Your Online Pharmacy
ApoPro has become a frontrunner in driving the traditional pharmacy concept into the 21st century, through data-driven personalized and cost-effective healthcare services and distribution. ApoPro's vision was to digitize the Danish pharmacy sector and become the Danish go-to pharmacy by enabling easier, faster and more secure distribution of medicines and healthcare. That's what they succeeded in doing. Danish At passe godt på helbredet hos sig selv og de vigtigste mennesker i dit liv er et stort ansvar. ApoPro er sat i verden for at hjælpe deres kunder med netop det. Apopro er det største danske online-apotek, der er skabt digitalt fra begyndelsen – ud fra en dybfølt vision om at gøre det nemmere for dig at få den medicin og kvalitetsrådgivning, som man behøver for at forebygge sygdomme og holde sig rask. Med en vision om at revolutionere den ældgamle apoteks-branche, åbnede ApoPro dørene til Danmarks første digitale apotek i 2017. De havde en hypotese om, at der var så meget viden på apotekerne, men at det desværre var lidt tilfældigt, hvordan og hvornår det kom ud over skranken til kunderne. Digitalt og via e-commerce kunne de systematisere og kommunikere viden bedre og lette indkøbet for kunder. ApoPro har nu overført alt det bedste fra de fysiske apoteker og gjort det 100% digitalt. Med stor succes. Udover at udrydde køen til receptmedicin, giver ApoPro anonym rådgivning fra faguddannet personale via en 1:1 chatfunktion. Hos ApoPro har man som kunde direkte adgang til rådgivning hos nogle af Danmarks dygtigste farmaceuter og farmakonomer - direkte hjem i kundernes stuer. ApoPro er landsdækkende og bringer rådgivningen til kunderne, når de har brug for det. De leverer direkte til døren, ofte samme dag, så man aldrig er afhængig af at skulle møde fysisk op på apoteket. ApoPro har i dag til formål at gøre flere danskere opmærksomme på, at online medicin handel er nemmere og lige så sikkert som det fysiske apotek. ApoPro er blevet frontløbere på at drive det traditionelle apotekskoncept ind i det 21. århundrede, gennem datadrevet personaliseret og omkostningseffektiv sundhedsservice og distribution. ApoPros vision var at digitalisere den danske apotekssektor og blive det danske go-to-apotek ved at muliggøre lettere, hurtigere og sikrere distribution af medicin og sundhedsvæsen. Det er de lykkedes med. Kun 4-5 procent af apotekssalget i Danmark er online. I Sverige er andelen allerede nået op på 20 procent. Derfor er meget af ApoPros markedsføring centreret omkring at gøre op med den ældgamle industris indgroede vaner. I modsætning til almindelige webshops er ApoPro under meget skrappe regler, når det kommer til markedsføring. Derfor arbejder de meget med at informere og uddanne deres kunder og det kommer i høj grad til udtryk igennem hele kundeoplevelsen. ApoPro har brugt budgettet på dygtige farmaceuter og farmakonomer i stedet for husleje. Derfor kan ApoPro tilbyde en målrettet rådgivning via chat, telefon og mail, der i forhold til det traditionelle apotek giver større mulighed for at være personlig og privat på samme tid, og dermed sikre en kortere vej til bedring. Samtidig skræddersyer ApoPro den medicinske information i et fysisk brev, som hjælper kunderne med at forstå de vigtigste ting fra de lange, upersonlige og til tider uforståelige indlægssedler, der skal følge med medicinpakninger. Med ApoPro kan kunden til enhver tid trygt bestille, forstå sin behandling og bruge medicinen. ApoPro er et såkaldt ’intelligent apotek’, der løbende bliver klogere på deres kunders behov. Personlig data og høj faglighed skaber det perfekte grundlag for bedre vejledning, der kan være med til at mindske usikkerhed og ultimativt fejlmedicinering. ApoPro har også bygget en vidensdatabase, som kunderne selv kan opsøge, når de har brug for det. “Vi guider ofte kunderne igennem deres første onlinekøb af medicin nogensinde, og det betyder meget for dem, at de nu selv kan bestille receptpligtigt medicin uden at skulle bede deres pårørende om at hente det”, udtaler Apoteker Tine Vestergaard. ApoPros sortiment er dynamisk og personaliseret. De sourcer de produkter kunderne vil have og giver kontinuerligt bedre og mere målrettet rådgivning, ud fra indsigtsbaseret viden. ApoPro håndterer ca. 3 gange som mange recepter som et gennemsnitligt fysisk apotek. Og det med en markant mindre bemanding af farmaceuter og farmakonomer – det skyldes, at de i modsætning til et fysisk apotek kan opdele deres arbejdsgange, så det faglærte personale kan koncentrere sig om de opgaver de er uddannet til, hvilket giver en mere kosteffektiv og skalérbar proces. ApoPro har skabt et selvforstærkende og bæredygtigt økosystem af en intuitiv brugergrænseflade, smart brug af data til rådgivning og dygtige partnere der kan tage over hvis kunden skal henvises til en læge og ikke vil vente 2 uger på en tid ved egen læge. Med ApoPros nyetablerede samarbejde med Eyr.dk, som er en digital lægeservice, der specialiserer sig i online lægekonsultationer, kan kunderne forvente en end-to-end service, som kan tage hånd om deres helbred - uanset hvilken situation de står i. Foruden udelukkende at benytte miljøvenlig indpakning, som efterhånden er en hygiejnefaktor, vægter ApoPro også, at deres distributionspartnere er opmærksomme på at skåne miljøet. Derfor samarbejder de med Burd Delivery, da deres leveringer er 100% klimakompenserede. Det betaler sig at være kundecentrisk. Ved at personificere service og tilbyde et transparent udvalg af produkter, er ApoPro på få år blevet en kunde-favorit. ApoPro repræsenterer en banebrydende adfærdsændring i danskernes indkøbsvaner og har digitaliseret en branche, der er kendt som fysisk-by-default. De har sat barren højt og hæver den hvert år. “På trods af en meget høj Net Promotor Score i både 2019 (75) og 2020 (74) har vi en oprigtig ambition om hele tiden at forbedre vores service og skabe den bedste købsoplevelse for kunderne. Vores netop gennemførte NPS i januar 2022 viser en flot score på hele 82! Dvs en stigning på +10%. Ovenstående er et resultat af en kundefokuseret strategi i hele organisationen: Kvalificeret rådgivning, kundebreve, segmenteret kommunikation og fulfillment inden for det aftalte tidsrum og at vi sourcer de produkter kunderne gerne vil have.” -Margit Friis Head of Marketing & E-commerce NØGLETAL (2017-) • +330.000 unikke kunder • +600.000 returnerende kunder • +1.000.000 rådgivende breve • +45.000 anonyme chats • +1.800.000 ordrer leveret • +6.800.000 produkter leveret FREMGANG 2020-2021: • Bestillinger: Fra 575k til 750k = 30% stigning • Leverede produkter: Fra 2,2 mio til 3,0 mio = 35% stigning • Hyppighed: Tilbagevendende kunder steg fra 2,8 gange p.a. til 3,1 gange p.a. = 10% stigning! • Unikke kunder: Fra 270k til 330k = 25% stigning OMSÆTNING: • 2020-2021: +25% (+DKK 50 mio) • Konverteringsrate: 9% (2021) KUNDETILFREDSHED: • Kunde Net Promotor Score på 82 ud af 100 = Excellent! (1259 adspurgte) • 5 Stjerner på trustpilot. Dvs 91% af de +20.000 anmeldelser er Excellent. 6% er Great. Total score på 4.8 ApoPro er i sandhed et unikum i dansk e-handel, som vi kun har set begyndelsen af. HVAD ER APOPRO FOR KUNDERNE? ”En dejlig mulighed, når benene begynder at svigte. Bestilte kl. 11 og medicinen blev leveret samme dag kl. 19” -Henning, Trustpilot, 3. august 2021 ”Min kollega oplever jeres service som helt fantastisk, og er meget imponeret over, at han kan bestille medicin til sin kronisk syge søn og få det leveret samme dag. I gør deres liv så meget nemmere...” -Ditte, 6. august 2021 ”Super nem bestilling, god information undervejs, hurtig og præcis levering med super information, også omfattende information om medicin i pakken. Bruger kun dette apotek nu!” -Marianne, Trustpilot, 15. august 2021 English (Google translate) Taking good care of the health of oneself and the most important people in your life is a big responsibility. ApoPro is set in the world to help their customers with just that. Apopro is the largest Danish online pharmacy that has been created digitally from the beginning - based on a deeply felt vision to make it easier for you to get the medicine and quality advice you need to prevent diseases and stay healthy. With a vision to revolutionize the age-old pharmacy industry, ApoPro opened the doors to Denmark's first digital pharmacy in 2017. They had a hypothesis that there was so much knowledge in pharmacies, but that it was unfortunately a bit random how and when it came over the counter to customers. Digitally and via e-commerce, they were able to systematize and communicate knowledge better and facilitate purchasing for customers. ApoPro has now transferred all the best from the physical pharmacies and done it 100% digitally. With great success. In addition to eradicating the queue for prescription medication, ApoPro provides anonymous advice from professionally trained staff via a 1: 1 chat feature. At ApoPro, you as a customer have direct access to advice from some of Denmark's most skilled pharmacists and pharmaconomists - directly to the customers' living rooms. ApoPro is nationwide and brings the advice to the customers when they need it. They deliver directly to the door, often the same day, so you are never dependent on having to physically show up at the pharmacy. ApoPro today aims to make more Danes aware that online medicine trading is easier and just as safe as the physical pharmacy. ApoPro has become a frontrunner in driving the traditional pharmacy concept into the 21st century, through data-driven personalized and cost-effective healthcare services and distribution. ApoPro's vision was to digitize the Danish pharmacy sector and become the Danish go-to pharmacy by enabling easier, faster and more secure distribution of medicines and healthcare. That's what they succeeded in doing. Only 4-5 percent of pharmacy sales in Denmark are online. In Sweden, the share has already reached 20 percent. Therefore, much of ApoPro's marketing is centered around doing away with the ingrained habits of the ancient industry. Unlike regular webshops, ApoPro is under very strict rules when it comes to marketing. Therefore, they work hard to inform and educate their customers and this is very much reflected throughout the customer experience. ApoPro has spent the budget on skilled pharmacists and pharmaconomists instead of rent. Therefore, ApoPro can offer targeted advice via chat, telephone and email, which in relation to the traditional pharmacy provides a greater opportunity to be personal and private at the same time, and thus ensure a shorter path to recovery. At the same time, ApoPro tailors the medical information in a physical letter, which helps customers understand the most important things from the long, impersonal and sometimes incomprehensible package leaflets that come with medicine packs. With ApoPro, the customer can at any time safely order, understand his treatment and use the medicine. ApoPro is a so-called 'intelligent pharmacy' that is constantly becoming wiser about their customers' needs. Personal data and high professionalism create the perfect basis for better guidance that can help reduce uncertainty and ultimately incorrect medication. ApoPro has also built a knowledge database that customers can access when they need it. "We often guide customers through their first online purchase of medicine ever, and it means a lot to them that they can now order prescription medicine themselves without having to ask their relatives to pick it up," says Apoteker Tine Vestergaard. ApoPro's range is dynamic and personalized. They source the products the customers want and continuously provide better and more targeted advice, based on insight-based knowledge. ApoPro handles approx. 3 times as many prescriptions as an average physical pharmacy. And with a significantly smaller staffing of pharmacists and pharmaconomists - this is because, unlike a physical pharmacy, they can divide their workflows so that the skilled staff can concentrate on the tasks they are trained for, which provides a more cost-effective and scalable process. ApoPro has created a self-reinforcing and sustainable ecosystem of an intuitive user interface, smart use of data for advice and skilled partners who can take over if the customer needs to be referred to a doctor and does not want to wait 2 weeks at a time by their own doctor. With ApoPro's newly established collaboration with Eyr.dk, which is a digital medical service that specializes in online medical consultations, customers can expect an end-to-end service that can take care of their health - no matter what situation they are in. In addition to using only environmentally friendly packaging, which is gradually becoming a hygiene factor, ApoPro also emphasizes that their distribution partners are aware of protecting the environment. That's why they partner with Burd Delivery, as their deliveries are 100% climate compensated. It pays to be customer-centric. By personifying service and offering a transparent range of products, ApoPro has become a customer favorite in just a few years. ApoPro represents a groundbreaking behavioral change in the Danes' shopping habits and has digitized an industry known as physical-by-default. They have set the bar high and raise it every year. “Despite a very high Net Promoter Score in both 2019 (75) and 2020 (74), we have a sincere ambition to constantly improve our service and create the best shopping experience for customers. Our recently completed NPS in January 2022 shows a great score of 82! Ie an increase of + 10%. The above is the result of a customer-focused strategy throughout the organization: Qualified advice, customer letters, segmented communication and fulfillment within the agreed time period and that we source the products the customers want. ” -Margit Friis Head of Marketing & E-commerce KEY FIGURES (2017-) • +330,000 unique customers • +600,000 returning customers • +1,000,000 advisory letters • +45,000 anonymous chats • +1,800,000 orders delivered • +6,800,000 products delivered PROGRESS 2020-2021: • Orders: From 575k to 750k = 30% increase • Delivered products: From 2.2 million to 3.0 million = 35% increase • Frequency: Returning customers increased from 2.8 times pa to 3.1 times pa = 10% increase! • Unique customers: From 270k to 330k = 25% increase TURNOVER: • 2020-2021: + 25% (+ DKK 50 million) • Conversion rate: 9% (2021) CUSTOMER SATISFACTION: • Customer Net Promoter Score of 82 out of 100 = Excellent! (1259 respondents) • 5 Stars on trustpilot. That is 91% of the +20,000 reviews are Excellent. 6% is Great. Total score of 4.8 ApoPro is truly a unique thing in Danish e-commerce, which we have only seen the beginning of. WHAT IS APOPRO FOR CUSTOMERS? “A great opportunity when the legs start to fail. Ordered at 11 and the medicine was delivered the same day at. 19 ”-Henning, Trustpilot, 3 August 2021 “My colleague finds your service absolutely fantastic, and is very impressed that he can order medicine for his chronically ill son and have it delivered the same day. You make their lives so much easier ... ”-Ditte, 6 August 2021 “Super easy ordering, good information along the way, fast and accurate delivery with super information, also comprehensive information about medicines in the package. Only use this pharmacy now! ” -Marianne, Trustpilot, 15 August 2021