How do you give a personalised, digital pharmacy service, more personality?

Transformative. In 2018, Teva - the UK’s largest generics provider, launched an online digital service with a more personalised and relevant customer experience, to meet the rapidly changing needs of pharmacists.

Moving customers from primarily face-to-face interactions to a more digitally focused service was a big step. Our brief was to design a fully integrated campaign that could help bring a new customer-centric digital strategy to life, while ensuring existing customers remained on-board and engaged throughout the journey of change.

Tonee°. Research helped us walk in a Teva customer’s shoes, allowing us to better understand the changing pharmacy landscape and the unique new challenges faced by pharmacists. As reassurance and confidence were big factors, we went about giving a personalised digital service, even more personality. We created Tonee°, the digital assistant to embody these virtues. Now customers could receive a more relevant digital service that better relates to their individual business needs. Tonee° was well received by customers and internal stakeholders, featuring prominently in the company’s town halls, roadshows and wider digital platforms like LinkedIn.