The Client – CVS Pharmacy
With a presence in 9165 locations across 51 states and territories (as of 25th November, 2024) and an annual turnover of $257.8billion (as of 2023 closing), CVS Pharmacy holds its authority in the market as the 2nd largest pharmacy chain in the USA. Founded as the 1st consumer value store in Massachusetts, in 1963, CVS is widely revered by customers for creating standout customer experiences with a range of value added services like BOPIS, home deliveries, Minute Clinic, integration of beauty segment and more.
In its 60+ years of market presence, CVS has consistently demonstrated its commitment to customer well-being. The company has further solidified its unwavering moral standards through conscious efforts such as offering its parking lots and facilities for drive-through COVID-19 testing, aiming to hire 50,000 furloughed hotel workers in 2020, and willingly incurring a loss of approximately $2 billion after removing cigarettes from its shelves in 2014.
The Requirement – Driving CX Through Innovation
Aiming to enhance on-the-go convenience, CVS sought to offer more innovative, reliable, easily accessible and intelligent solutions that met customers at their preferred points of convenience. The company also aimed to improve store traffic, optimize staffing levels, and make overhead costs more manageable and efficient.
Furthermore, the company sought to strengthen its competitive advantage by offering its customers greater control over their purchasing experience, freeing them from the constraints of store hours, checkout lines, and waiting for online orders to arrive.
The concept centered around the idea of “a CVS just around the corner,” emphasizing a presence that fosters continued trust and loyalty through quick and effortless access.
The Solution – Health And Wellness Kiosks
Thinking Outside-the-Box, CVS launched its first ever automated retail vending machine in September 2017, to address the need for on-the-go convenience, featuring:
- Installation of the kiosks in high traffic locations like airports, shopping malls, college campuses, office parks, transit stations etc.
- Capacity of 70+ Health, Wellness and Beauty products including vitamins and supplements, oral health care, OTC remedies, personal care products, healthy snacks and beverages and more.
- 22” high resolution, touch-screen interface that offered product information, virtual assistance, QR codes, barcodes, promotional links etc. in a click, for maximized user experience.
- Integration with all forms of payment methods
- ADA compliance to allow customers in wheelchairs to access the kiosks comfortably
The pilot program generated significant interest in the world of innovative retailing, making it more relevant to customers across the United States.
The Outcome
The CVS vending kiosks emerged as a valuable addition to the company’s portfolio of customer centric services. It enabled the healthcare giant to open up a new dimension of customer convenience unmatched by its competitors in the market. The installations demonstrated increased engagement from a broader purchase segment, contributing to the company’s growing loyal customer base.
The kiosks were a wholesome contact point where products of relevance could be accessed on the spot; free of any unnecessary down-times.
CVS Evolved A Notch With Vending Kiosks – So Can you
Our smart vending machines offer a versatile solution to expand your reach and drive sales with ease.
Designed with flexibility in mind, our machines accommodate a wide range of product sizes and shapes, ensuring seamless integration with your business needs. Equipped with advanced technology, they offer reliable remote monitoring and real-time data access, enabling error-free operations and smarter decision-making.
Our solution combines scalability, customization, and cutting-edge features to help you deliver convenience, efficiency, and customer satisfaction at every touchpoint.
For more details, connect with us at hello@ogmento.io or, speak with our experts at
