Case Study: Super-Pharm improves customer service consistency with Howazit

Super-Pharm - Customer Case Study

Super-Pharm, a major Israeli pharmacy chain, faced the challenge of standardizing high-quality customer service across its many independently-owned franchise locations. To gain a clear and consistent view of branch performance, they partnered with the vendor Howazit and implemented its Voice of the Customer (VoC) solution to collect and analyze customer feedback.

The Howazit solution provided an operational tool for immediate issue resolution, a monitoring system for tracking KPIs, and an analytical platform for research. This enabled Super-Pharm to collect thousands of customer communications annually, creating a broad and authentic view of service quality. The actionable data is used to reward top-performing branches and employees, and it forms a key part of their service index, directly linking Howazit's metrics to their excellence strategy.

Super-Pharm