Pharma retailer improves customer service with shorter wait times

SANTO DOMINGO, Dominican Rep. — December 8, 2021 — Zebra Technologies Corporation (NASDAQ: ZBRA), an innovator at the front line of business with solutions and partners that deliver a performance edge, today announced Farmacias Carol, a leading drug store retailer in the Dominican Republic, has deployed Zebra's ET51 tablets to process drive-thru orders more quickly.

Farmacias Carol's drive-thru orders have grown significantly in the last year. To reduce customer wait times, the retailer deployed Zebra's rugged ET51 tablets, empowering store associates to improve efficiency and simultaneously process multiple orders. Zebra's solution has reduced the average purchasing time of a single customer from 12 minutes to only five minutes or less, which has helped increase the volume of orders.

"Zebra's solutions have reduced order processing time by 50% and increased sales by 82%," said Julio Rafael Curiel, Executive VP at Farmacias Carol. "By using Zebra's tablets, we offer a frictionless experience to our customers — from placing orders to check-out — enhancing the quality of our service."

Before automating their drive-thrus, Farmacias Carol's orders were taken manually by a single associate and the process of picking, packing and product delivery was time-consuming. Drive-thru associates now place customer orders on a tablet and process them at the store. Once products are ready, they are delivered at the drive-thru window.

Since deploying Zebra's rugged tablets, Farmacias Carol has streamlined its workers' productivity, improved workflows, and enhanced customer satisfaction, while raising its Net Promoter Score (NPS) to 95%. Through the automation of its orders process, Farmacias Carol has also improved safety by reducing contact between employees and clients, as well as waiting times on check-out lines in their stores.

"The COVID-19 pandemic has changed the way consumers want to purchase and receive orders, and now more than ever, they value the convenience offered by their preferred brands," said Felipe Behar, VP of Sales and General Manager of North of Latin America at Zebra Technologies. "Zebra provides solutions to help retailers elevate the in-store customer experience their clients are looking for to make them feel highly regarded and personally supported."

Farmacias Carol was supported by Zebra PartnerConnect Registered Reseller, GAD Intermec (GAD), which helped identify the right solution for their business needs.

"We are proud of the results experienced by Farmacias Carol," said Alexander Cucurullo, Project Manager at GAD. "This is an excellent example of how innovation is driving new retail strategies in different markets to offer improved customer service."

KEY TAKEAWAYS

• With Zebra's rugged ET51 tablets, Farmacias Carol has accelerated order processing time in its drive-thrus by 50% and increased sales by 82%.

• Farmacias Carol improved safety by reducing contact between employees and clients, as well as waiting times in check-out lines.

• The Zebra-GAD tablet solution has helped Farmacias Carol improve workers' productivity, streamline operational workflows and increase customer satisfaction.

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