Walgreens Boots Alliance has seen usage of its mobile apps spike recently and continues to add features to bolster engagement.
Walgreens launched its new loyalty program, myWalgreens, last November, rolling out new loyalty benefits, personalized products and services. Since then, membership has grown from 40 million to approximately 56 million to date, which is a 41% increase versus the prior quarter, according to co-chief operating officer Alex Gourlay.
In the last month, mobile app usage was up 37% versus prior year, Gourlay reveled in the retailer’s earnings call. Earlier this month, Walgreens introduced COVID vaccination booking on the myWalgreens app. At the time of its last earnings call, Walgreens had over 30,000 healthcare associates available to deploy to the vaccination program. This number is now up to 59,000, with capacity to administer vaccines at 8,000 locations across 49 states in D.C. and Puerto Rico.
The retailer also just launched a new myWalgreens donation feature in the myWalgreens app and through Walgreens.com, which allows loyalty members to donate their Walgreens Cash rewards directly to local nonprofits in their community. Walgreens collaborated with in/PACT, a charitable giving platform that empowers customers to direct rewards to charities of their choice, and the GoodCoin Foundation, to create and launch the cloud-based charitable giving solution within its loyalty program.
Rotating every 90 days, customers will see three local nonprofit charities, as well as a national nonprofit partner, when they visit through the mobile app or online. Those Nonprofits will appear based upon the customer’s identified local store location. Walgreens Cash rewards may then be donated in any dollar amount to a single organization or customers can choose to spread it amongst the nonprofit options. Partners will change regularly to allow customers to support a variety of organizations in their local community.
Walgreens' Q2 2021 Pickup Stats
- 4 million pickup orders have been completed to date, driving an increase of 78% in digitally initiated retail sales in the quarter.
- Pickup orders are completed in 23 minutes on average from placing the order to having the product in hand.
Finding Care through an App or AI
Walgreens Find Care platform is also continuing to grow, which connects patients to telehealth providers, local healthcare services benefits enrollment and healthcare educational tools. Gourlay said the Find Care mobile app has now reached a wide audience and is gaining traction. Visit traffic online and on the app was just below 70 million in the Q2 2021 quarter, he noted, and while much of this traffic was driven by COVID vaccination and testing inquiries, non-COVID related visits increased by 92% versus the prior quarter. There are now more than 45 providers on the platform, delivering over 65 services in 50 states, treating over 120 conditions, he said.
In other healthcare news, Walgreens deployed Nuance Communications’ AI-powered Intelligent Engagement solutions in March to help Walgreens customers schedule their COVID-19 vaccine appointments 24 hours a day, seven days a week.
Walgreens customers can now call 1-800-Walgreens or a Walgreens store and speak in English or Spanish to Nuance's intelligent conversational voicebot to get answers to COVID-19 questions, confirm eligibility according to applicable guidelines, and schedule their vaccine appointments wherever vaccines are available. The solution also sends the customer an SMS text to confirm appointments after the call.