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. Gourlaysaid 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.