Erkafarm training. Naumen Contact Center: success stories

The ERKAPHARM group of companies is one of the leaders in the Russian pharmaceutical market, founded in 1994. "ERKAFARM" today is more than 1,500 pharmacies in 8 Federal Districts of the Russian Federation, operating in various formats - from discounters to pharmaceutical markets. ERKAFARM Group of Companies manages the pharmacy chains Doctor Stoletov, Ozerki, Good Pharmacy, People's Pharmacy, Pharmacy No. 1, Rainbow, First Aid, Ladushka, etc. Total number employees – more than 10,000 people. The company's pharmacies serve more than 5 million customers monthly. "ERKAFARM" is included in the leading industry ratings: TOP-3 largest Russian pharmacy chains (Vademecum) TOP-500 largest companies in Russia (RIA RBC) RETAILER RUSSIA TOP-200 (Retailer Publishing House) TOP-100 largest retailers (Infoline) GC "ERKAFARM" is a two-time winner of the Platinum Ounce competition for pharmaceutical industry professionals - the most prestigious award Russian pharmaceutical market in the categories “Best pharmacy chain"(2009) and "Pharmacy of the Year. For effective business development" (2014). In 2017, the company received two awards from the professional award of specialists from the pharmacy community “Green Cross” - in the categories “Functional Manager” and “Innovation of the Year”. The general director of the company, Anastasia Karpova, was included in the TOP-25 women managers rating twice (based on the results of 2015 and 2016). Russian business"according to RBC. The main asset of ERKAFARM Group of Companies is the Ozerki pharmacy chain. The Ozerki pharmacy chain became part of the group in 2014. Today it is the largest chain of pharmacies in Russia operating in a discounter format, and one of the most large networks by the number of visitors served. "Ozerki" is 79 pharmacies located in St. Petersburg, Leningrad region, in the Moscow region and Saratov. In 2015, the Ozerki pharmacy chain became a laureate of the Green Cross international pharmaceutical award in the “Pharmacy of the Year” category. Ozerki pharmacies have been repeatedly recognized as the favorite pharmacy brand of Russians (based on the results of an online survey by the research company Online Market Intelligence). The Doctor Stoletov pharmacy chain is a pharmacies with a wide range of not only medicines, but also health products, medicinal cosmetics, dietary and diabetic products, dietary supplements, vitamins and sports nutrition. The first Doctor Stoletov pharmacies were opened more than 20 years ago, and now the network is one of the most popular and beloved by customers. The chain's pharmacies are represented in 12 regions Russian Federation. In 2017, the rebranding process of Doctor Stoletov pharmacies was carried out, as part of which the range was expanded, new service standards were introduced, and the interior and exterior of pharmacies were updated. The Doctor Stoletov brand won the Green Cross pharmaceutical award in the Best Pharmacy Chain category, and in 2016 the pharmacy chain was awarded in the Pharmacy Worker and Drug of the Year (own brand) categories.

The Voronezh chain "Farmiya", which has opened about 60 franchise pharmacies since 2017, plans to further develop the franchising project in partnership with Erkafarm. Pharma will provide a ready-made and streamlined IT platform, and Erkapharm, due to its national scale, will provide franchisees with more profitable purchases, assortment, participation in marketing campaigns of pharmaceutical companies, and its own trademarks(STM). Of the large pharmacy chains, only Rigla, a member of Protek, is developing franchising so far.

The head of Farmia, Roman Kubanev, did not speak about the new joint project; the information was confirmed by the general director of Erkafarm, Anastasia Karpova.

They believe that for single pharmacies and small chains, franchising can be a successful alternative to entering into marketing alliances.

At the end of 2017, Pharma joined the ASNA association to reduce costs, but left the association in the first quarter of 2018. “We get an assortment that we cannot control and cannot adjust. We receive very distant calculations on back margin, but we need to compete and pay motivation here and now. Some kind of magic pill was needed. Together with Erkafarm we will develop a franchising project. What is the magic pill here: we are now offering ourselves a certain platform. A story where the entire process is controlled from manufacturer to buyer. It’s all integrated, all connected,” Kubanev explained at Vademecum Pharm Day.

“Our franchising project will be quite full-fledged. This will not just be managing the back margin, it will be managing the assortment, pricing, and standards,” Karpova points out. – We have technologies that small companies do not have. Take the same private label: not a single small company can afford to produce a private label that will weigh 10% of revenue. And this is a serious tool for increasing profitability.”

Now Pharma has about 60 of its own outlets in the regions of the Central Federal District and about 60 franchisees, and several more small chains are ready to join, Kubanev claims. According to Karpova, by the end of 2018, 120 franchise points will be opened, existing Farmia franchisees will be the first to switch to new scheme work together with Erkafarm.

It is still unknown whether their pharmacies will be renamed. Kubanev believes that the Farmia brand is quite well known in Voronezh, so there is no point in changing it for franchisees. For other regions, a decision will be made later. Erkafarm operates chains under different brands: Doctor Stoletov, Ozerki, Good Pharmacy, People's Pharmacy, Pharmacy No. 1, Rainbow, First Aid, Ladushka.

"Erkapharm" in 2017 acquired the united pharmacy chain "Rainbow - First Pomoga - Ladushka" from the Rosta group, which allowed it to enter new regions in the Urals, Far East and in Western Siberia, and in March 2018, the Moscow Samson-Pharma, which took 15th place in the TOP200 pharmacy chains at the end of 2017 with revenue of 10.3 billion rubles. Erkapharma’s plans are to occupy 10% of the commercial market over the next three years,

IKS DIGITAL specialists have honed their professionalism in a project where they need to do their job simply and well. The customer is the ERKOFARM group of companies, a major representative of Russian business. It ranks 3rd in the ranking of the largest pharmacy chains based on the results of the first half of 2017. The ERKOPHARM company has an internal portal - center distance learning"WEBPHARM" for pharmacists and pharmacists. We were given the following task: using a new design to make the distance learning website understandable and accessible.

Participation in the development of an educational website in the field of medicine

We started work with the redesign and modernization of the old distance learning website. In developing the new design, the main task was to make the site convenient and simple tool in obtaining knowledge on new medical drugs.

As leitmotifs in the color design, the customer preferred calm shades of blue and cyan, as well as traditional medicine White color. We placed emphasis on important elements - registration and login buttons, block headings with educational programs and start dates of training using orange contrasting with blue.

Participation in the creation of an educational website for employees of the ERKOPHARM pharmacy chain. Home page of the distance learning website

We created a distance learning website with a laconic and user-friendly design

When redesigning the distance learning website, we adhered to the goal of making the portal convenient and accessible for pharmacists and pharmacists. When logging into your personal account, the visitor has the opportunity to fill out a personal questionnaire and begin choosing educational programs. The list of training courses is displayed in the form of cards. On the training program card you can see the start date of the training, as well as the total number of bonus points for successful completion of the program.

Participation in the development of an educational website for a pharmacy chain. Page with a list of promotions after redesign

Participation in the creation of a distance learning website for pharmacists and pharmacists. Home page of your personal account after authorization

Participation in the creation of a training website with a personal account

The main value of the project is functional Personal Area. With its help, employees of the ERKOPHARM group of companies undergo not only training on new pharmaceutical products, but also testing on the acquired knowledge.

Participation in the creation of a distance learning website for employees of the ERKOPHARM pharmacy chain. Personal account page with a list of all courses after the redesign

Development of a distance learning website with the possibility of testing based on the results of educational programs. Page with testing based on the course results

Development of an educational website for pharmacists and pharmacists. Design of a personal account page with test results based on the course results

Adaptive layout when developing a distance learning website

In addition to the website redesign, we implemented adaptive layout, moved the portal to a convenient and free CMS to reduce the cost of service. So, the personal account allows the pharmacist of the ERKOPHARM group of companies to:

• take training courses on new medical products,
• test your knowledge,
• keep up to date with company news,
• pass the final certification, improve your professionalism and gain career growth.

Technical support after the redesign of the training portal

The work went well and easily, fast pace. Communication with the customer was constructive, we received absolutely a small amount of edits, and everything to the point. After the work was completed, the customer stayed with us for technical support. The goals of the project were achieved: the ERKOPHARM distance learning website has a friendly design, a simple and clear interface and corresponds to the corporate style of the company.

The ERKAPHARM group of companies is one of the leaders in the Russian pharmaceutical market, founded in 1994. "ERKAFARM" today is 1,400 pharmacies in 8 Federal Districts of the Russian Federation, operating in various formats - from discounters to pharmaceutical markets. ERKAFARM Group of Companies manages the pharmacy chains Doctor Stoletov, Ozerki, Good Pharmacy, People's Pharmacy, Pharmacy No. 1, Raduga, First Aid, Ladushka, etc. Total number of employees – 10,000 people. The company's pharmacies serve more than 6 million customers monthly.

TOP 2 largest Russian pharmacy chains (Vademecum)

TOP 500 largest companies in Russia (RIA RBC)

RETAILER RUSSIA TOP-200 (ID Retailer)

TOP 100 largest retailers (Infoline)

ERKAFARM Group of Companies is a multiple winner of the “Platinum Ounce” competition for pharmaceutical industry professionals, the most prestigious award in the Russian pharmaceutical market in the categories: “Best Pharmacy Chain” (2009), “Pharmacy of the Year. For effective business development" (2014), "Deal of the Year" (2017) for the successful integration of the united pharmacy chain "Rainbow-First Aid-Ladushka", as well as "Project of the Year" (2017) for a marketing campaign dedicated to the simultaneous opening of 30 pharmacies "Ozerki" in Nizhny Novgorod and the Nizhny Novgorod region.

In 2017, the company received two awards from the professional award of specialists from the pharmacy community “Green Cross” - in the categories “Functional Manager” and “Innovation of the Year”. In 2018, she won the award in the “Dynamics of the Year” and “Functional Manager” categories.

The main asset of ERKAFARM Group of Companies is the pharmacy chain "Ozerki", joined the group in 2014. Today it is the largest chain of pharmacies in Russia operating in a discounter format, and one of the largest chains in terms of the number of visitors served. "Ozerki" is more than 400 pharmacies located in St. Petersburg and the Leningrad region, in the Moscow region, in Nizhny Novgorod and the Nizhny Novgorod region, in Saratov region, in Novosibirsk, in the Vladimir region and in many other regions of the Russian Federation.

In 2015, the Ozerki pharmacy chain became a laureate of the Green Cross international pharmaceutical award in the “Pharmacy of the Year” category. Ozerki pharmacies have been repeatedly recognized as the favorite pharmacy brand of Russians (based on the results of an online survey by the research company Online Market Intelligence).

Pharmacy chain "Doctor Stoletov"- These are pharmacies with a wide range of medicines, medicinal cosmetics, dietary and diabetic products, dietary supplements, vitamins and sports nutrition. The first Doctor Stoletov pharmacies were opened more than 20 years ago, and now the network is one of the most popular and beloved by customers. The chain's pharmacies are represented in 12 regions of the Russian Federation. In mid-2017, the Doctor Stoletov pharmacy chain launched a loyalty program #Iwilllive100years. Bonus points within the program are awarded not only for purchases made, but also for achieving sports goals and participating in fitness events.

The Doctor Stoletov brand won the Green Cross pharmaceutical award in the Best Pharmacy Chain category, and in 2016 the pharmacy chain was awarded in the Pharmacy Worker and Drug of the Year (own brand) categories.