Scaling pharmacy networks exposes gaps in medicine supply and distribution

AI tools help forecast demand and maintain stock levels across pharmacies.

Maintaining consistent medicine availability across thousands of pharmacies remains a key operational challenge in Vietnam’s healthcare retail sector, particularly as networks scale and demand becomes more complex.

Speaking at the Retail Asia Summit Vietnam on 2 April, Bao Ngo Quoc, chief customer experience, communications and marketing officer (CXMO) of FPT Retail, detailed how the company has addressed these challenges across its pharmacy network.

For Bao, ensuring reliable stock levels across more than 2,500 pharmacies and 200 vaccination centers of their company requires tighter coordination in forecasting, inventory, and distribution.

To address stock shortages, FPT Long Chau, a pharmacy chain in Vietnam, operated by FPT Retail, has implemented FPT Ai – USEE, a system that forecasts demand at granular levels and adjusts inventory and distribution. The system has helped maintain a stock-out rate below 5% across the network.

Bao noted that supporting frontline pharmacists was also critical. Using FPT Smart Cloud, the company provides automated, performance-based training in medical knowledge and advisory skills.

Digital tools also support customer adherence, including a mobile app that allows users to upload prescriptions to set up automatic pill reminders, and a vaccination recall schedule to track immunisations.

“Healthcare in Vietnam is at a turning point,” Bao said. “Customers don’t just want a transaction; they want a continuous and personalised healthcare experience.”

FPT Long Chau has integrated with VNeID, the national digital identity system, allowing customers to track purchase history and access online services.

The company’s aggregated data also informs public health mapping and distribution planning.

Bao said that operational consistency and centralised systems are key to reducing stock-outs and ensuring reliable service across the network.