FPT Long Chau's digital transformation is a combination of people, processes and digital tools.
In the context of the 4.0 technology revolution, FPT Long Chau always considers digitalization and the development of a pharmacy chain model as a key strategy. Thanks to the support from FPT Corporation, the enterprise has soon applied technology to its activities, management and operations.
At the end of 2022, FPT Long Chau also became one of the units receiving the Outstanding Digital Transformation Enterprise Award at the Digital Transformation in Enterprises, New Thinking and Action Forum . Up to now, FPT Long Chau has expanded its scale to 1,234 pharmacies nationwide. Mr. Pham Dang Khoi, FPT Retail Technology Director, shared about FPT Long Chau's digital transformation process and the results obtained from this journey.
Mr. Pham Dang Khoi, Technology Director of FPT Retail. Photo: FPT Long Chau
- What do you think makes FPT Long Chau successful in the digital transformation process?
Digital transformation will be difficult to succeed without leadership and consensus from employees. Because this is the key factor that creates the opportunity for digitalization to become a recognized and responded to "culture".
In terms of leadership, those who possess the ability to clearly identify problems and "pain points" that need to be solved with technology have helped the company take the first steps towards success in the digital transformation process at the enterprise.
Regarding employees, this is the important part of digital transformation. This force must change the perception and mindset in the work process that is no longer suitable. Only then will the transformation and building of digital culture for businesses be increasingly consolidated, promoting production and business efficiency.
At FPT Long Chau in particular and FPT Retail in general, we are fortunate to possess a "digital" mind as a member of Vietnam's leading technology group. In addition, we have the spirit of a warrior who is ready to take on difficult tasks. These advantages help us quickly deploy successful transformation applications, preparing a launch pad for business development.
- How is FPT Long Chau's digital transformation process implemented?
FPT Long Chau's digital transformation is a comprehensive transformation from the thinking and mindset of the board of directors and employees to the digital processes and tools to achieve the initial successes as present. To do that, FPT Long Chau has comprehensively transformed all administrative work. Now, the entire system is managed from inventory to each item code, location, point of sale and supplier in real time... This helps ensure sales management, logistics, and business services.
In addition, all applications are deployed by us using cloud computing technology and focusing on investing in mobile device experiences so that users can operate anytime, anywhere; instead of having to use a computer. Up to now, 100% of Long Chau pharmacists have mastered all applications to serve customers from creating orders, checking product information, issuing invoices, making payments... It can be said that each FPT Long Chau pharmacist has the ability to use digitalization at all stages and the technical team will be the "back" to support them throughout the time they sell.
In addition to the business system, FPT Long Chau also digitizes training. Currently, pharmacists in the pharmacy chain have access to elearning and virtual pharmacy systems to update their pharmacological knowledge.
- In your opinion, what are the challenges that FPT Long Chau faces on the journey of building a "digital culture"?
Digital transformation requires the application of modern technology but must still ensure consistency with the inherent culture of the enterprise. At FPT Long Chau, digital transformation must be closely linked to pharmacists. These are the end users, so we need to ensure the experience of each employee. With this problem, the leadership team aims to create a sustainable position in operating and application habits but still must meet high usefulness.
Therefore, the proposed solution is to make it simple and easy for pharmacists to operate while still ensuring adequate tools to meet the digital transformation issue. To do this, we have designed and implemented online training sessions to ensure that information is transferred effectively and with guidance from management levels. From this approach, pharmacists will understand the reasons for the need for digital transformation and help themselves improve their qualifications and optimize productivity; thereby perfecting the construction of a digital culture for businesses, promoting production and business efficiency.
FPT Long Chau staff apply digital transformation in customer service. Photo: FPT Long Chau
- So what results have come to FPT Long Chau on the digitalization journey?
In fact, business efficiency at FPT Long Chau has been significantly improved when the system meets the requirement of shortening customer service operation time to only 2-3 minutes instead of 10 minutes as before. Currently, the entire system serves nearly 500,000 customers shopping at Long Chau system every day and more than 70% of them return to continue experiencing the service. Therefore, we are constantly optimizing the system to increasingly improve the "personalized" experience for each customer who chooses Long Chau. At the same time, this is also a responsibility on the journey of taking care of community health and helping us maintain our role as the leading unit in the pharmaceutical retail sector in Vietnam.
Thanh Hoa
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