Accurate delivery within a time slot resulted in a 150% improved customer experience at Dr. Max e-commerce store. Read how we achieved this and in which cities we provide our services.
We have been working with the largest pharmacy chain since 2022, when we set up medicine delivery in Prague and Central Bohemia. With on-time delivery within the time slot on the day of ordering, the customer experience on the Dr. Max e-store has improved by a whopping 150%. So, in 2023, we added same day delivery for customers in Brno and Ostrava. Today, we deliver hundreds of orders a day on average and we are working on other services to meet our customers‘ needs.
Our services are not just about the delivery of goods, but also about the logistics itself. So, for Dr. Max, we first devised a plan to scale same-day order delivery, and a delivery pricing policy for customers. Specifically, this meant dividing the locations into delivery zones and designating two pick-up points in Prague for our couriers. Picking up at different pharmacies proved to be inefficient.
After delivery on the day of the order in Prague and Central Bohemia, we started same-day delivery in Brno and Ostrava. In both cities, interest doubled in the first year and today we deliver hundreds of orders a day in all locations.
Currently, the delivery accuracy is close to 92% and we have managed to maintain this rate over the long term. In practice, the process looks like this: a Dr. Max customer chooses to have a package delivered within a two-hour slot. The goods are delivered on the day of the order (same day delivery) or within the next two days (next day delivery) – depending on the customer’s needs and possibilities. The first delivery slot is available from 8am and the last slot ends at 8pm.
In the two years of cooperation between DODO and Dr. Max, a dedicated last-mile logistics solution has proven its worth. We help the e-shop to improve the customer experience. The ability to quickly deliver medicines within a time slot determined by the customers themselves also contributes to the increased turnover of the e-shop. Therefore, we are currently negotiating with Česká lékárna holding, the operator of the Dr. Max network, to expand our services. These include, for example, the ability to pick up medicine ordered online at the pharmacy (Click and Collect) or dynamic pricing for delivery. We believe that these and other services we plan to introduce will contribute to a happier Dr. Max e-shop customer.
Tell us about your delivery programme. Our team replies within one working day.
Food delivery within 3 hours of ordering, high quality fresh fruit and vegetables and a guarantee of maintaining the temperature chain of chilled and frozen food. This is what Billa customers can count on when they order their groceries online. The launch of the e-shop and the introduction of grocery delivery required comprehensive advice on logistics, warehousing and customer experience.
Bookbot, an online second-hand bookshop, was looking to make a significant impact at the world’s largest book fair in Frankfurt. Facing unique challenges in last-mile logistics, mainly due to the substantial weight of books, they turned to us. We flexibly offered and launched a new service “Booktaxi” in just three days.
Slovak retailer NAY, in partnership with DODO, now offers same-day delivery of large items, including weekends, with two-man delivery to the customer’s floor – a first in Slovakia, setting a new standard in customer care.
