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Walgreens: Mobile is key component of multichannel loyalty strategy

March 4, 2011

Walgreens is seeing much success in using mobile as a means of driving loyalty among its customers by providing choice, control and convenience via the channel.

In fact, Walgreens found that an astounding number of consumers are accessing its mobile application and more than half of prescription refills being done via mobile are being done through the scan feature.  Additionally, the company said that the number of prescription text alert subscribers has surpassed one million.

“Mobile is a key component in our multichannel strategy, which is helping to create more loyal customers,” said Jim Cohn, spokesman for Walgreens, Deerfield, IL. “People want choice, control and convenience – and mobile is one of the channels through which we’re offering customers more reasons to come to us.

“We’ve gotten significant traction with our mobile applications, which really are like having a drugstore in the palm of your hands,” he said. “More people are using our refill scan technology because it adds another level of convenience and it’s time-saving technology our customers truly value.

“Ordering a prescription refill has never been quicker or easier.”

Walgreens is one of the United States’ largest drugstore chains and its retail locations provide consumer-goods, pharmacy, health and wellness services.

Mobile refills
Walgreens launched its Refill by Scan application for both iPhone and Android devices less than four months ago.

Customers can use their smartphone camera to refill their prescriptions by scanning the medication’s bar code.

Additionally, the application lets consumers change their store pickup locations and choose the pickup time and day they want.

Walgreens is highlighting its suite of mobile pharmacy services via a new advertising campaign.

Via the application, customers can access prescription history, order photo prints, find the nearest location, browse products and shop via their device.

The campaign features new mobile ads that highlight the Refill by Scan application.

Consumers can refill their prescriptions via the app

Mobile prescriptions
Walgreens notifies its customers via SMS when their prescriptions are ready.

The alerts, which were introduced in March 2010 have recently surpassed one million subscribers.

Consumers can sign up for the alerts by visiting

“We find more people accessing our mobile content,” Mr. Cohn said. “We’re seeing it through our pharmacy applications such as refill by scan, prescription text alerts, the ability to view prescription history and equally through things like photo – where users can order prints straight from an iPhone.

“Customers can also shop and browse products from a smartphone,” he said. “It’s on-the-go convenience 24/7 which is what many consumers today are looking for.”

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Rimma Kats is associate editor on Mobile Commerce Daily and Mobile Marketer. Reach her at

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