Case Study: Shoppers Drug Mart reduces registration drop-off 45% and resolves support issues faster with FullStory

Shoppers Drug Mart boosts registration rate and restructures its support flow using FullStory

Shoppers Drug Mart, Canada’s largest drugstore retailer with over 1,300 locations, relied on its website for prescription orders that require users to complete an online registration. The digital team faced a major challenge: roughly 90% of users were abandoning the registration flow mid-login, and support teams struggled to resolve site errors—often taking days or weeks—while rare bugs remained difficult to trace.

By using FullStory session replay and analytics, the team validated the root cause of registration dropouts, redesigned the login flow, and cut funnel abandonment by 45%. Support now diagnoses issues instantly by viewing or sharing sessions, turning multi-week investigations into minutes and enabling cross-functional use by four digital teams; many elusive bugs are now found and fixed in under five minutes.

Shoppers Drug Mart

Jeremy Thompson

Marketing Manager