Clinikally’s recent addition of same-day delivery option to its model has enabled the platform to record a heightened customer satisfaction rate, backed by reliable and expedited delivery service.
Clinikally, India’s fastest-growing e-pharmacy platform for skin and hair care has recently undertaken a strategic step of offering same-day delivery to its customers in collaboration with Zippee. It proves to be a pivotal step in helping Clinikally overcome order fulfilment challenges across NCR, Haryana, Punjab, and other cities while establishing it as a leading dermatologist and wellness platform.
The same-day delivery model at Clinikally is a strategic pivot, attributed to the company’s 20% of online sales involving prescription-grade medications, which requires a robust and seamless process from order placement, and prescription verification to final delivery. Previously, traditional courier partners struggled to meet the demand for faster deliveries due to limited warehouse pickup times and operations design. This resulted in delayed and fake delivery attempts, along with a whopping 27% high return to origin rate (RTO).
The challenges negatively affected operational efficiency, logistics costs, and customer satisfaction in a market where timely delivery is invaluable for retaining customers and ensuring the effective use of OTC and Rx-grade medications. Against this backdrop, Clinikally’s collaboration with Zippee acts as a catalyst in facilitating quicker delivery time to maintain high customer satisfaction and loyalty amidst the company’s largest user base- Delhi NCR.
Delighted with the announcement, Arjun Soin, Founder of Clinikally, said “In the quick commerce era, delivery speed has become a more critical parameter than ever. We are excited to partner with Zippee as they have incorporated every nuance of our unique platform and customer service model into their rapid delivery system. We are continuing to see a substantial increase in the satisfaction of our existing customers and look forward to rolling it out on a larger scale.”
As part of the strategic alliance, customers in Zippee-serviced areas can receive their orders within an impressive timeline of 3-4 hours. This has drastically reduced the waiting time for customers, particularly profiting those requiring urgent prescription-grade medications. At the same time, the impact on customer satisfaction has been profound, marked by a 56% increase in repeat purchase rates on the Clinikally website for all Zippee-fulfilled orders.
With over 8% of orders expected to be fulfilled through same-day delivery during the initial phase, Clinikally has already been achieving significant milestones. It witnessed an 81% steep reduction in RTO rates for all pin codes and SKUs serviced by Zippee, thereby saving forward logistics costs and streamlining inventory management. In addition, Clinikally also experienced a 92% COD-order fulfilment rate and reduced delivery complaints for all the orders delivered via Zippee.
As this partnership strengthens further, Clinikally is poised to generate higher excitement and positive feedback among its users. Undoubtedly, this differentiation enhances Clinikally’s reputation and CSAT score, whilst solidifying its position as a leader in providing quick turnaround times in the skin and hair ecommerce space.
