SUMMARY

• Industry: Digital Healthcare & Pharmacy
• Usecase: Digital healthcare platform
• Scale: 1M+ monthly orders
• Solutions used:some text
  • Fynd Commerce
  • Fynd PIM
  • Fynd Storefronts
  • Fynd OMS
  • Fynd TMS

About Netmeds

Since its inception, Netmeds has emerged as India's leading digital healthcare platform, transcending traditional pharmacy boundaries to create a comprehensive healthcare ecosystem. Processing over 1 million orders monthly, they offer an extensive range of healthcare services including medicine delivery, doctor consultations, diagnostic tests, and wellness products. By integrating these services into a unified digital platform, Netmeds has made quality healthcare accessible to millions of Indians.

"Revamping Netmeds using Fynd was a seamless experience. Its robust, scalable architecture and easy integration capabilities allowed us to implement changes quickly while enhancing performance"
- Archit Shrivastava, Head of Product, Netmeds

THE CHALLENGE

As India's leading digital healthcare platform processing over 1 million monthly orders, Netmeds faced several critical challenges in scaling operations:

• Managing high-volume transactions across multiple digital channels while maintaining performance
• Coordinating complex prescription workflows that required multiple touchpoints and verifications
• Integrating diverse healthcare services beyond basic medicine delivery
• Creating a unified platform for patients to access all healthcare services
• Ensuring efficient order processing and reliable delivery nationwide
• Supporting rapid business growth without compromising service quality

THE SOLUTION

Fynd implemented a comprehensive digital healthcare solution designed to scale with Netmeds' growing operations:

1. Multichannel Digital Commerce

Built a robust digital presence to serve customers across platforms:

• Seamlessly integrated web platform, mobile site, and native apps (Android & iOS)
• Unified product catalog managing medicines, OTC products, and wellness items
• Real-time inventory sync ensuring product availability
• Consistent user experience across all digital touchpoints

2. Integrated Healthcare Services

Created a comprehensive healthcare platform connecting patients with essential services:

• Multi-modal doctor consultations offering flexibility in care delivery:some text
  • Video calls for face-to-face consultations requiring visual assessment
  • Audio consultations for quick medical reviews and follow-ups
  • Chat support for ongoing care and quick queries
• Advanced lab services platform:some text
  • Partnerships with 7 premium diagnostic labs
  • Convenient home sample collection scheduling
  • Digital report delivery and secure storage
  • Integration with patient health records

3. Digital Health Records Management

Developed a centralized system for managing patient health information:

• Comprehensive Electronic Health Record (eHR) system
• Family profiles supporting multiple member management
• Digital health record storage and retrieval
• Prescription history tracking
• Special considerations for geriatric care
• Assisted ordering support for complex cases

4. Advanced Prescription Management

Implemented flexible prescription handling workflows:

• Multiple ordering pathways:some text
  • Direct prescription upload and ordering for known medications
  • Pharmacist interpretation service for unclear prescriptions
  • Online doctor consultation for new prescriptions
  • Streamlined non-prescription product purchases
• Digital prescription verification and processing
• Integration with medicine ordering system

5. Order Management & Fulfillment

Deployed sophisticated backend systems to handle complex operations:

• Centralized order management processing
• Automated picking and packing system
• Real-time courier tracking and status updates
• Integrated returns processing (RTO and RVP)
• Dynamic delivery routing and optimization

THE IMPACT

The implementation transformed Netmeds' operations in several key areas:

Operational Excellence

• Successfully scaled to handle over 1 million monthly orders
• Streamlined prescription processing and verification
• Improved delivery efficiency and tracking
• Automated returns and refund processing
• Enhanced inventory management and utilization

Enhanced Patient Experience

• Created seamless access to healthcare services
• Simplified prescription ordering process
• Enabled convenient health record management
• Provided flexible consultation options
• Improved service delivery transparency

Business Growth

• Expanded digital service offerings
• Increased customer engagement through Netmeds First program
• Enhanced operational efficiency through automation
• Improved cross-selling and customer retention
• Established foundation for continued scaling

Key Success Factors

1. Scalable Architecture: Fynd's robust infrastructure efficiently handled high transaction volumes while maintaining consistent performance
2. Healthcare-First Design: Purpose-built features addressed specific healthcare delivery requirements and regulatory needs
3. Integrated Platform: Successfully unified various healthcare services into a cohesive digital ecosystem
4. Flexible Implementation: Adaptable system accommodated complex healthcare workflows and business requirements
5. Comprehensive Solution: Merged healthcare services with e-commerce capabilities while maintaining service quality

Power Healthcare at Scale

Want to build a unified healthcare platform like Netmeds? Let's discuss how Fynd can help you manage complex healthcare operations while delighting customers across channels.

‍Book a consultation today!