Lansy × Pharmacy Chain

Pharmacy sales are built on trust. Lansy helps the team earn it, every single visit.

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.

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.

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1.5 min

average consultation time — the team already moves fast

17%

1.5 min

of consultations included an upsell attempt — most of the potential goes untapped

average consultation time — the team already moves fast

17%

of consultations included an upsell attempt — most of the potential goes untapped

52%

52%

of visits included a loyalty-card offer

0

0

prescription-dispensing violations across the entire pilot

1.5 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.

30+ branches

Across major cities and residential communities.

In-house compounding

Select branches accept prescriptions and prepare medication in-house.

In-house compounding

Select branches accept prescriptions and prepare medication in-house.

B2B accounts

Clinics, wellness resorts, and schools, alongside everyday walk-in customers.

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

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

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 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.

In 63% of visits, the customer left without any instructions on how to actually take what they bought.

The register remembers the sale. Not the conversation.

In 63% of visits, the customer left without any instructions on how to actually take what they bought.

An upsell without a reason is a rejection

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

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

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.

Symptoms went unasked in most conversations

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

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

Pharmacists asked what was actually wrong in only 17% of consultations — one question that changes both the recommendation and the customer's trust.

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

Consultation report

/

Full consultation

Full consultation

Report

Report

Full consultation

Full consultation

Pharmacist

Pharmacist

1 min 35 sec

1 min 35 sec

5

5

rating

rating

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.

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

Order record

00:00 – 00:08

Building rapport
Greeted the customer first and introduced herself.

Building rapport
Greeted the customer first and introduced herself.

00:15 – 00:32

Needs discovery
Asked about the symptom, but not who it was for or what else the customer was taking.

Needs discovery
Asked about the symptom, but not who it was for or what else the customer was taking.

00:45 – 01:05

Selection & reasoning
Named the medication, but didn't explain how it works.

Selection & reasoning
Named the medication, but didn't explain how it works.

01:15 – 01:30

Upsell
Offered a related product, but without a reason — the customer declined.

Upsell
Offered a related product, but without a reason — the customer declined.

Score by criteria

Score by criteria

5/10

5/10

Building rapport

Building rapport

2/2

2/2

2/2

Needs discovery

Needs discovery

1/3

1/3

1/3

Selection & reasoning

Selection & reasoning

1/2

1/2

Upsell

Upsell

0/1

0/1

Usage instructions

Usage instructions

0/1

0/1

Loyalty card

Loyalty card

1/1

1/1

Building rapport


Greeted the customer first and introduced herself before the consultation began.

Building rapport


Greeted the customer first and introduced herself before the consultation began.

Loyalty card

Asked about the loyalty card before payment, without waiting to be asked.

Loyalty card

Asked about the loyalty card before payment, without waiting to be asked.

Loyalty card

Asked about the loyalty card before payment, without waiting to be asked.

Loyalty card

Asked about the loyalty card before payment, without waiting to be asked.

Needs discovery

Asked about the symptom, but never asked who it was for or what else the customer was taking.

Needs discovery

Asked about the symptom, but never asked who it was for or what else the customer was taking.

Needs discovery

Asked about the symptom, but never asked who it was for or what else the customer was taking.

Usage instructions

Recommended a medication but never mentioned the dosage or how often to take it.

Usage instructions

Recommended a medication but never mentioned the dosage or how often to take it.

Usage instructions

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.

↓

1

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.

2

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.

3

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.

Connected Lansy — and had analytics from day one
olled Lansy out gradually.
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.

↓

1

A leader group.
5–7 teachers who were genuinely curious about the technology got a dedicated support channel and a direct line to shape how Lansy reads a lesson.

2

Demos for colleagues.
The leader group showed the rest of the staff what they'd found — not a top-down mandate, but 'look what I found in my own lesson.

3

Access for everyone.
Every teacher can now see their own reviews, comment on scores, and push back on the system.