Wonder

Research Outline

Prepared for Caroline P. | Delivered April 15, 2020

Pharmacy Automation: Will Call/Counter Experience

Goals

To understand automation pharmacies as related to the will-call/counter experience and the differences between retail chains like CVS, Walgreens and pharmacies that are affiliated with Health Systems like Kaiser and the differences between different types of Will-call solutions, Controlled substances management solutions, Locker systems, and Kiosks

To understand how Amazon and other online players impact the pharmacy automation market and customer needs as related to the will-call/counter experience

To understand the overall pharmacy automation market related to the will-call/counter experience as in the key areas of: Customer needs by chains and health systems, competitors (including Amazon), market size (ranges are acceptable), and market share

in order to evaluate a company in this space for M&A. 

(referring to market research reports is not recommended)
Recommended Resources:
Parata / TCGRx: https://retailanalysis.igd.com/retailers/walmart/news-article/t/how-walmart-is-developing-the-pharmacy-of-the-future/i/21889
Will-call solutions: https://parata.com/portfolio-item/deliverrx-will-call-system/ or https://www.gslcorp.com/intellicab/  
Controlled substances management solutions: http://gslcorp.com/wp-content/uploads/2017/08/BrochureVault-1.pdf
Locker system: https://parata.com/portfolio-item/wellspot-prescription-pickup-locker-system/ 
Kiosk: https://asteres.com/products-and-services/#mx-kiosk

Early Findings

Our preliminary research on automation pharmacies and the will-call/counter experience revealed insights. Here are the key pieces of information we found:
Automation Pharmacies and the Will-Call/Counter Experience Will-call automation systems are currently trending in automation for chain pharmacies. These automation systems enhance the look of the customer-facing counter experience and eliminate the potential for error. 
For example, the RxMedic Automated Retrieval System (ARS) is designed to drive the bag system for pharmacy management system workflow. There is no separate application to manage, and pharmacy clerks and technicians are able to use the software they are already familiar with.
 Will-call automation systems impact the last point of interaction for the counter experience the most when picking up the prescription by using hangers with LED lights to ID the bag that is being requested for retrieval that improves efficiency and eliminates the potential for error.
 Walgreens is currently testing a pharmacy-only format and has partnered with Kroger to focus more on showcasing its health and wellness expertise.
 Walmart is testing new automation technology which will enable customers to fill prescriptions more quickly by offering an out-of-hours collection locker that customers can use to collect their prescriptions outside of the pharmacy’s trading hours. The launch of this new test is in response to help defend against increasing online competition.
Last year, CVS Health announced plans to open up to 1,500 of these types of automation pharmacies over the next three years.
Health systems like Kaiser Permanente are using automated refill pharmacies to refill prescriptions.