# Modern Pharmacy — Prescriptions at the door within the hour, with proof.

Source: https://fleetroot.com/case-studies/modern-pharmacy
Sector: Pharmacy · Location: UAE

Modern Pharmacy runs on-demand prescription and wellness delivery from its branches across the UAE. With Fleetroot, every order is auto-dispatched to the nearest branch and rider, tracked live by the customer and closed with digital proof of delivery.

## Key results
- 98% — on-time deliveries
- <1 hr — avg. delivery time
- -40% — support calls
- 100% — orders with digital POD

## The challenge

On-demand pharma delivery has no room for error — medicines are time-sensitive, some are temperature-controlled and every hand-over needs a record.

1. **Manual dispatch from each branch.** Pharmacists were assigning riders over phone and WhatsApp, so orders queued while staff served the counter.
2. **No proof at the door.** Disputes about who received a prescription, and when, could not be settled quickly.
3. **"Where is my order?" calls.** Without live tracking, customers phoned the branch — tying up the same pharmacists who were dispatching.
4. **Uneven service across branches.** Some branches hit the one-hour promise; others did not, and management could not see why.

## The solution

Modern Pharmacy went live on Fleetroot's delivery management platform across all branches in under two weeks:

- **Auto-dispatch by branch and rider** — orders from the app, website and call centre are pooled and assigned to the nearest branch with stock and the best-placed rider, with no manual step.
- **Driver app with proof of delivery** — riders capture OTP, signature and photo at the door; prescriptions are handed over only to the verified recipient.
- **Live customer tracking** — customers receive a tracking link and ETA via SMS and WhatsApp, with automatic updates at every milestone.
- **Branch-level SLA dashboard** — on-time rate, time-to-dispatch and rider utilisation per branch, so managers fix the right problem.

## The results

Within the first quarter on Fleetroot, Modern Pharmacy turned its one-hour promise into a measured KPI:

- **98% on-time deliveries** against the one-hour SLA, consistent across branches.
- **Under one hour average delivery time**, from order confirmation to proof of delivery.
- **40% fewer support calls** as customers self-serve with live tracking and proactive notifications.
- **Zero unresolved hand-over disputes** thanks to OTP, signature and photo proof on every order.