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Modern Pharmacy
Pharmacy UAE
Modern PharmacyPrescriptions at the door within the hour, with proof.
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.
Outcomes
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.
- Manual dispatch from each branch. Pharmacists were assigning riders over phone and WhatsApp, so orders queued while staff served the counter.
- No proof at the door. Disputes about who received a prescription, and when, could not be settled quickly.
- "Where is my order?" calls. Without live tracking, customers phoned the branch — tying up the same pharmacists who were dispatching.
- 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.
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