Nahdi Medical Company Clinches Win at Retail Asia Awards 2024

Its Solution Project revolutionises the pharmaceutical retail industry and sets new standards for guest-centricity and personalised experiences.

Retail pharmacy chain Nahdi Medical Company has secured the Store Retail Initiative of the Year - Saudi Arabia category win at the prestigious Retail Asia Awards 2024 for its groundbreaking Solution Project, which has become a shining example of how innovative technology and data-driven insights can be leveraged to enhance customer service, drive sales, and gain a competitive edge in the industry.

As part of our operational strategy to create value for our guests through enhancing their shopping experience. This solution project is considered the cornerstone to achieve the customer strategy by improving customer shopping journeys. This is accomplished by equipping our pharmacists with data-driven tools and insights that enable them to provide personalised recommendations and promotions. These insights are displayed on a web screen at the point of sale, integrated with each transaction.

Amongst the innovative elements introduced in the project is its personalised offers. Using a sophisticated artificial intelligence (AI) algorithm, the system analyses guest profiles, online search histories, and past purchase behaviours to craft customised promotions. This ensures that each recommendation is aligned with individual preferences. The project also includes cross-sales recommendations, suggesting complementary products based on the current contents of a guest’s basket. This feature enhances the shopping experience by making personalised suggestions, thereby increasing the transaction basket value.

Additionally, the Solution Project integrates Medication Adherence Programs, which send timely reminders for refills to guests on chronic medications. This promotes continuous health management and plays a crucial role in improving public health outcomes. The AI algorithm also bridges the gap between online browsing and in-store purchases by notifying store staff about products that have caught a guest’s interest online but were not purchased

Moreover, the system compiles detailed guest profiles, offering pharmacists comprehensive insights, including buying preferences, dominant item categories, and responsiveness to promotions. This deep understanding facilitates highly personalised interactions, substantially enhancing customer service and satisfaction. The project also provides recommendations for suitable healthcare services, such as physical visits, on-spot consultations, virtual medical consultations with specialised physicians, and free e-pharmacist services.

Since the launch of the Solution Project in September 2021, Nahdi Medical Company has implemented four significant updates aimed at refining the system to ensure a seamless user experience and improved performance by adding new algorithms. As a result, Nahdi Medical Company has noticed a significant rise in its Net Promoter Score (NPS) rose from 85 in 2022 to 87 in 2023Loyalty penetration contributions increased from 77% in 2022 to 80.5% in 2023.
The project generated US$60 million in incremental sales in 2023, with projections to reach US$80m in 2024. These impressive figures underscore the effectiveness of the Solution Project’s conversion strategies. By continually adapting to the evolving retail landscape and consumer behaviour, the project's innovative approach to sales and customer service has yielded significant commercial benefits for Nahdi Medical Company and set new operational standards within the industry, ensuring that sales figures and guest satisfaction metrics are optimised.

Nahdi Medical Company is one of the Middle East’s leading purpose-driven healthcare brands, dedicated to "adding beats to the lives of its Guests every day." With over 1,170 pharmacies across Saudi Arabia and the region, Nahdi is committed to enriching the well-being of its guests through innovative services and personalised care.

Retail Asia Awards honours companies that have recently launched innovative retail projects or initiatives, as well as industry leaders that have propelled their respective brands to maintain a competitive edge.

The Retail Asia Awards is presented by Retail Asia Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company's exceptional products or initiatives in the Retail industry, please contact Jane Patiag at [email protected].