How Medon Pharmacy improved customer satisfaction 70% with Gallabox

About Medon Pharmacy

Medon Pharmacy started in 2012 with a single neighbourhood pharmacy in the UAE. By 2015, that had grown to five branches. The Medon brand was officially introduced in 2019, and the growth kept going from there, 17 branches by 2022, 35 by 2024, and more than 62 today, spread across all seven emirates.

Medon promises fast delivery, often within 15 to 30 minutes, backed by licensed pharmacists and cold-chain storage monitored around the clock.

Close by isn't the same as easy to reach

A customer messaging a pharmacy usually wants one of two things: an answer, or the nearest branch. With more than sixty locations, Medon had plenty of both to offer. The hard part was connecting the two quickly enough to matter.

Customers often couldn't tell which branch was actually closest to them. Discount and promotional information wasn't centralized, so an offer running at one branch might never reach a customer who usually visited another. And feedback collection was inconsistent, some visits led to a review, most just ended quietly.

None of this was really about the branches themselves. Every one of them was ready to help. The gap was in connecting the right customer to the right branch, at the right moment.

Why Medon Pharmacy chose Gallabox

Medon needed one system that could take a customer conversation and route it straight to the nearest branch, automatically, and make sure that conversation never sat unanswered just because that specific branch was busy.

Gallabox brought every branch, including the 24x7 locations and the central customer relationship team, into a single shared inbox, with routing built around where the customer actually was.

How they use Gallabox

• A centralized WhatsApp inbox brings every Medon branch, including 24x7 locations and the central customer relationship team, into one place.
• Automatic agent assignment connects each customer straight to the branch nearest to them.
• Automatic reassignment kicks in if a branch agent doesn't respond within a minute, so the conversation moves to the CRM team or the 24x7 support team instead of sitting there.
• Broadcast messaging shares medicine discounts and promotional offers instantly, across every branch at once.
• Clear, structured responses cover pricing details, product descriptions, and everyday customer questions.
• Nearby branch discovery is built directly into WhatsApp, so a customer finds their closest Medon branch without leaving the conversation.
• Automated post-visit feedback shares a Google Review link right after a visit, while the experience is still fresh.

Outcomes

• Response time across all branches improved by 45%. A conversation now reaches whoever can actually respond, instead of waiting on one specific branch.
• Customers finding the nearest branch accurately improved by 60%. Branch discovery happens right inside WhatsApp, no phone call or guesswork needed.
• Engagement with medicine discounts and offers rose 35%. A promotion reaches every branch's customers at once, not just whoever happens to visit in person.
• Customer satisfaction climbed 70%. The WhatsApp experience feels the same, reliable and quick, no matter which branch a customer reaches out to.
• Google Reviews grew 35%. A feedback request reaches customers right after their visit, while the experience is still fresh enough to write about.

What other multi-branch pharmacy and retail chains can do with WhatsApp automation

• Pharmacy chains with many branches can route every enquiry to the nearest location automatically, instead of leaving customers to guess or call around.
• Retailers running location-specific promotions can broadcast offers instantly across every branch, so no customer misses a discount simply because of which store they usually visit.
• Any multi-location business collecting feedback inconsistently can automate review requests right after a visit, catching customer sentiment while it's still fresh.
• Businesses with round-the-clock service, like 24x7 pharmacy branches, can build in automatic reassignment, so a slow response from one team never means a customer goes unanswered.