In today’s rapidly evolving healthcare landscape, the digital transformation of pharmacy and health services is not just a competitive advantage—it’s a necessity. Patients expect seamless, personalized, and convenient experiences across every touchpoint, from prescription management to wellness support. Healthcare providers, insurers, and retail pharmacies are under increasing pressure to modernize legacy systems and deliver on these expectations. At Publicis Sapient, we partner with leading organizations to reimagine digital pharmacy and health services, creating journeys that put patients at the center while driving operational efficiency and sustainable growth.
Legacy systems and siloed operations have long hindered healthcare organizations’ ability to deliver the experiences patients demand. Outdated, monolithic architectures slow innovation, create operational bottlenecks, and make it difficult to respond to urgent needs—whether that’s delivering life-saving medications or scaling up vaccination programs during a public health crisis. Patients increasingly seek transparency, convenience, and personalization in their health journeys, and organizations that fail to modernize risk losing relevance and trust.
The imperative is clear: transform digital pharmacy and health services to put patients at the center, streamline operations, and enable rapid innovation.
A leading U.S. healthcare services provider faced the challenge of an outdated, monolithic digital infrastructure that made even basic business enhancements difficult. By partnering with Publicis Sapient, they embarked on a comprehensive modernization journey that included:
The impact was immediate: increased adoption of digital pharmacy services, higher satisfaction scores, reduced call center dependency, and lower abandonment rates throughout the customer journey. The provider is now positioned to quickly launch new solutions that integrate seamlessly with existing business units and can be white-labeled for partners.
For a top U.S. pharmacy retailer, the challenge was to unify fragmented experiences across pharmacy and retail, which were previously run as separate businesses. Publicis Sapient helped establish a platform business model that:
The results were transformative: customer pain points around care, convenience, and value were eliminated, digital engagement soared, and the platform achieved significant growth in active users and sales. As the retailer continues to learn from each interaction, experiences become more targeted and personalized, driving ROI and putting wellness within reach for every customer.
During the COVID-19 pandemic, a major U.S. grocery chain needed to rapidly scale its pharmacy operations to deliver millions of vaccinations. Publicis Sapient developed a centralized, cloud-based platform that:
This digital transformation enabled the grocer to service over 10 million vaccination requests, reduce manual work for pharmacists by 50%, and cut prescription abandonment by 75%. The result was not only improved public health outcomes but also increased trust and loyalty among customers.
Drawing from our experience with leading healthcare and pharmacy organizations, several best practices emerge:
Our work with U.S. healthcare providers and pharmacy retailers demonstrates the power of digital transformation to improve patient outcomes and satisfaction. By modernizing legacy systems, creating seamless digital journeys, and enabling personalization and operational efficiency, we help organizations:
The future of healthcare is digital, patient-centric, and connected. Publicis Sapient stands ready to help organizations seize this opportunity—delivering better health experiences, improved outcomes, and sustainable growth.
Ready to transform your digital pharmacy and health services? Let’s connect and put patients at the center of your digital journey.