In today’s retail environment, successful brick-and-mortar stores have become destination experiences with a unique place in omnichannel operations. With customers seeking more engaging and personalized shopping experiences in physical stores, having a team of customer-facing employees who are passionate about doing their best work is a highly prized asset. Hiring the right talent to interact with customers is key to creating the right customer experience. How do you find these customer-facing retail superstars in a highly competitive environment?
When fast-growing Mexico-based pharmacy retail chain San Pablo Farmacia faced the same challenge, it found the solution through adopting employee experience management technology. San Pablo Farmacia was established in 1936 and built on traditional customer service values, providing customers throughout Mexico City and beyond with a full-service pharmacy. The company offers over-the-counter medications, natural health products, and home delivery and call center services. With significant e-commerce operations, it offers a delivery service throughout the country, even in locations where it does not have a physical store.
Optimizing HR Operations and Payroll
Elsewhere, automated payroll processes reduce the risk of human error while giving managers access to modern tools to simplify employee management and shorten approval cycles. With a single source of truth for employee data, managers are empowered with the information they need to set and track performance objectives. And for customer-facing employees, mobile access to self-service HR tools provides an intuitive experience that has increased employee engagement and satisfaction.
With the solutions in place, San Pablo Farmacia has enhanced organizational agility, attracted quality talent, upskilled employees, and shaped a positive workplace culture.
More engaged employees are seen as brand ambassadors, directly impacting customer satisfaction, achieving an average delivery time of just 42 minutes to service customers at home. And according to Forbes, San Pablo Farmacia ranks among the top-rated customer service pharmacies in Mexico as of July 14, 2022, and it has aligned with the standards of a great place to work in Mexico every year since 2018.
Future-Proofing the Workforce Through Technology
In terms of next steps, San Pablo Farmacia is working toward transforming commissions so they’re nonlinear. With the right tools, the company can better determine which products to promote and give its people real-time access to sales data and the benefits they will receive from selling the merchandise.
SAP SuccessFactors Human Experience Management (HXM) Suite helps provide the technology foundation behind San Pablo Farmacia’s top-ranking reputation. The company uses a suite of SAP SuccessFactors solutions for core HR, payroll, recruiting, onboarding, performance, compensation, learning, succession, and development.
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Maryann Abbajay is chief revenue officer at SAP SuccessFactors.