Capillary Technologies, the Singapore based product SaaS company, has been appointed as CRM and technology partner by Caring Pharmacy, a chain of community pharmacies in Malaysia. In its effort to increase the effectiveness of its customer engagement efforts, the brand will be engaging Capillary to develop and manage its loyalty programme, which is due to be released in the later part of March 2018.
Caring Pharmacy is one of Malaysia's top retail chains with over 110 outlets across the country. It recently recorded RM460 million (US$118 million) in annual turnover for the year ending May 2017, with earnings before tax up 50 per cent year on year. An increase in same-store sales was key to enhancing Caring's bottom line. Caring will be using Capillary's Loyalty+, Engage+ and Insight+ platforms to build a rewards programme for its customers and interact with them through personalised and relevant communication.
On its objectives for the CEM initiatives, Loo Jooi Leng, Marketing Director of Caring Pharmacy, said: "Our goal as a group has been to provide unforgettable customer experience. Therefore we have launched a series of projects like a loyalty programme, mobile application, ecommerce website and so on to capture the customers where they are and engage with them with the communication that they want to have.
"With Capillary, we have found a strong technology partner who can not only deliver on our current requirements but also scale with us to enhance these CRM initiatives in the future. We see them as strategic partners who will support us while we pave our way into our customer's hearts."
Capillary's CEO Aneesh Reddy also expressed his and his team's excitement in working with Caring Pharmacy: "We have been pretty great this year with the kind of clients who have come onboard with us, and Caring Pharmacy is definitely one of the key ones. The roadmap they have laid down for their CRM is very forward looking and we are glad to be the partners fulling their efforts."
In 2017, Caring had announced its launch of an elaborate CEM programme by streamlining all channels - store, ecommerce and mobile - and giving the customer a seamless and convenient experience of interacting with the brand. With Capillary's Insight+, Caring Pharmacy will now be able to track customer behavior across all these channels in a single view and get insights on how to plan the next step with each customer.
Capillary Technologies helps consumer brands deepen their relationships with current and potential customers with its omnichannel engagement and commerce solutions, driving increased customer reach, engagement, sales and loyalty. Capillary processes 200 million consumers, enables 25,000+ stores and 250+ enterprises. This includes for the likes of Unilever, Walmart, Puma, Calvin Klein, Red Tag, Pizza Hut, Lulu, KFC. Founded in 2008, Capillary is currently spread across 10 global offices and has a 700+ strong team.