Familiprix

Challenge

Familiprix sought to modernize its customer experience and expand its digital capabilities to keep pace with evolving consumer expectations and the competitive retail pharmacy landscape. The company aimed to:

• Enable online shopping and payment for pharmacy products and services.

• Enhance customer loyalty and engagement through innovative rewards.

• Maintain its leadership in health-focused retail while supporting the autonomy of its independent pharmacists.

Solution

Familiprix undertook a multi-faceted digital transformation, including:

• E-commerce Launch:
  Partnered with Nuvei, a Canadian fintech leader, to introduce a robust e-commerce platform. This enabled customers to shop and pay online for the first time, using credit cards and alternative payment methods relevant to Quebec. The platform supports both home delivery and in-store pickup, offering flexibility and convenience.

• Payment Innovation:
  Nuvei’s full-stack payments platform provided seamless online authorization, settlement, and user management. The Control Panel Master Account allowed centralized management for the entire network, while individual pharmacies could efficiently onboard and manage their own online payment operations.

• Loyalty Program Revamp:
  Launched the FAMILIPLUS rewards program on the DataCandy platform, attracting over 210,000 members in its first 90 days. The program rewards customers not only for purchases but also for healthy lifestyle choices, such as setting and achieving fitness goals via the Mon Familiplus mobile app. Members can also donate points to community causes like Opération Enfant Soleil.

• Brand and Marketing Excellence:
  Familiprix is renowned for its creative “Ah! Ha!” advertising campaign, which became a cultural touchstone in Quebec, significantly increasing brand recognition and accelerating network expansion.

Achievements

• Digital Commerce Enablement:
  Successfully launched a network-wide e-commerce solution, allowing all affiliated pharmacies to accept online payments and manage digital storefronts.

• Loyalty Program Success:
  Surpassed 210,000 FAMILIPLUS members in less than 90 days, with strong customer engagement through the mobile app and in-store execution.

• Brand Leadership:
  The “Ah! Ha!” campaign became one of Quebec’s most memorable advertising efforts, driving both customer awareness and network growth.

• Operational Efficiency:
  Streamlined onboarding for new pharmacies and provided centralized tools for managing digital operations across the network.

Benefits

• Enhanced Customer Experience:
  Customers enjoy seamless online shopping, flexible payment options, and a rewarding loyalty program that promotes healthy habits.

• Network Growth:
  The digital transformation and strong brand presence have attracted new pharmacists and expanded Familiprix’s footprint in competitive markets.

• Community Impact:
  The FAMILIPLUS program empowers customers to support local children’s charities, reinforcing Familiprix’s commitment to community well-being.

• Future-Ready Platform:
  Familiprix’s investments in digital and loyalty innovation position it for continued success in the evolving retail pharmacy sector.