Case Study: Pharmacy2U achieves cost-effective, scalable customer support with RingCentral Contact Centre

Pharmacy2U handles 3–4x more interactions with RingCentral

Pharmacy2U, the UK's largest online pharmacy, faced inefficiencies in its customer support operations. Its advisors were using separate, unlinked systems for phone calls, emails, and faxes, which prevented real-time visibility and strategic resource allocation. To unify its communications and gain better control, Pharmacy2U implemented the RingCentral Contact Centre solution.

The RingCentral platform consolidated Pharmacy2U's customer interactions—phone, email, fax, and new online chat—into a single environment. This provided managers with real-time analytics and enabled strategic efficiencies, including automating common inquiries. Key results included reducing monthly customer contacts by 30% and seamlessly shifting 90% of the team to remote work. RingCentral also eliminated costs for sending approximately 10,000 daily faxes and provided critical flexibility for supporting temporary COVID-19 vaccination sites.

Pharmacy2U