Pharmacy sales are built on trust. Lansy helps the team earn it, every single visit.
Case study: Lansy’s conversation analytics shows whether a pharmacist’s consultation was complete — for every visit, not just the ones a mystery shopper happens to catch.
Book a 30-minute call with us1.5 min
average consultation time — the team already moves fast
17%
of consultations included an upsell attempt — most of the potential goes untapped
52%
of visits included a loyalty-card offer
0
prescription-dispensing violations across the entire pilot
30+ branches
Across major cities and residential communities.
In-house compounding
Select branches accept prescriptions and prepare medication in-house.
B2B accounts
Clinics, wellness resorts, and schools, alongside everyday walk-in customers.
The pharmacy chain. 30+ pharmacies, built on walk-in trust.
The client operates pharmacies, selling medication, medical supplies, therapeutic cosmetics, and wellness products. Some branches also compound prescriptions in-house.
Every customer interaction happens at the counter, where the same pharmacist consults, dispenses, and manages the loyalty program — all in one two-minute conversation.
Trust in a pharmacist isn’t something you check with a spreadsheet. With Lansy, we can see it — in every consultation, at every branch. Every day
The Challenge
The chain could see revenue, turnover, and stock levels — but not what actually happened in the two minutes at the counter.
The register remembers the sale. Not the conversation.
Recommending a probiotic alongside an antibiotic only works if the pharmacist explains why — a single sentence can be the difference between a yes and a no.
An upsell without a reason is a rejection
Pharmacists asked what was actually wrong in only 17% of consultations — one question that changes both the recommendation and the customer’s trust.
Symptoms went unasked in most conversations
In 63% of visits, the customer left without any instructions on how to actually take what they bought.
AED 2,300 in missed upsell revenue found at a single branch — with Lansy
A microphone at the counter captures the conversation, and Lansy scores it against the pharmacy’s own standards — from greeting to the medication instructions at the end.
Full consultations, targeted purchases, and prescription dispensing are each scored differently, since they call for different things. Branch managers get a dashboard: consultation completeness, upsell rate, and loyalty-card offers across the whole team, every day.
Lansy works on three levels: pharmacists get a review of every consultation, branch managers see the dashboard for their team, and network leadership gets one view across every branch.
Consultation report / Full consultation
Report
Full consultation
Pharmacist1 min 35 sec
The pharmacist built rapport and recommended a suitable medication. Strengths: a polite, calm tone throughout. Growth points: didn’t ask enough context, gave no usage instructions, and the upsell landed without a reason attached.
Order record
Building rapport
Greeted the customer first and introduced herself.
Needs discovery
Asked about the symptom, but not who it was for or what else the customer was taking.
Selection & reasoning
Named the medication, but didn’t explain how it works.
Upsell
Offered a related product, but without a reason — the customer declined.
Score by criteria
Greeted the customer first and introduced herself before the consultation began.
Asked about the loyalty card before payment, without waiting to be asked.
Asked about the symptom, but never asked who it was for or what else the customer was taking.
Recommended a medication but never mentioned the dosage or how often to take it.
Connected Lansy — and had analytics from day one
We tailored Lansy to the chain’s own consultation standards, prescription-dispensing rules, and upsell criteria, then built reports focused on consultation completeness, loyalty-card offers, and missed-revenue opportunities.
Connection & setup.
Compact microphones at the counter, no change to existing POS or CRM systems. Customer data is anonymized before analysis, and consultation standards and upsell criteria are loaded in.
First reviews.
Within 1–2 days, the branch manager gets a report on every pharmacist — a full dashboard plus a detailed breakdown of every conversation.
Dynamics & growth.
As data accumulates, the impact becomes visible in the numbers. The best conversations are flagged for training new hires and for team briefings.