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Zitomer Pharmacy Improves Customer Relationship Program with Epicor Eagle N Series

7/20/2017

If you stroll or shop in Manhattan Upper East Side, you'll notice a three-shopping floor building located between 75th and 76th Streets. It is a classy and upscale emporium with knowledgeable staff and a fun place to browse and buy. It is Zitomer PharmacyZitomer Pharmacy

Zitomer Pharmacy an upscale New York pharmacy and family-owned business located on Madison Avenue was established in 1950. Now a bustling shop that fills 700 prescriptions a day and offers an unparalleled selection of women and men's products as well as home good, toys, electronics and snacks is now a landmark on Manhattan’s chic Upper East Side. Zitomer also carries high end brands such Bulgari, Frédéric Fekkai, Rigaud, Minnie Rose, to name a few.

Zitomer Pharmacy strives to offer world class customer service while managing inventory and nearly 3,500 house-charge accounts. According to Frank Vella, vice president of Zitomer Pharmacy they wanted a system that would address security because of the mounting concern about data breaches in retail. So the company decided to move away from an outdated software system and implement Epicor Eagle N Series retail business management solution.

The Outcome
Vella revealed when the software was implemented, they feel secure about the business and spend less time in tedious back office task so excellent customer service was on high gear.

Frank Vella Vice President Zitomer Pharmacy"With mounting concerns about data breaches in retail, we wanted a system that would address security—not only in our back-office operations, but also our front-end POS. For example, implementing proper security at POS to limit price overrides and decrease return fraud. We were also concerned with credit card and security breaches to our house account personal information. Epicor has a solid history of protecting businesses, which is a big reason we selected their Europay, MasterCard, and Visa (EMV) enabled security solutions," says Vella. "When we feel secure as a business, that trickles down to our customers. With Epicor, we can tell them that we are doing all we can to keep their information safe."

"As for managing our house-charge accounts, we have been able to benefit from detailed analytics for each account, which lets us analyze where a customer is to determine whether or not to approve a credit extension," says Vella. "The intuitive dashboards provide the information we need that wasn’t available with our old system."

Establishing loyalty among customers
With such stiff competition among big box drug stores, Zitomer aims to grow as a well-established business, improve store efficiency, and better engage customers. Vella explained, "One of the biggest benefits of the Eagle N Series system is the real-time information," says Vella. "It’s quick, easy to use, it stores all the information we need, and we can share that information with our customers to help increase loyalty. The system’s information-capture capabilities and email receipts functionality has been a big plus for our customer base."

"We have been able to build our email list, and because we have such a high-traffic business, there are many customers that would probably never have heard from us. With email receipts and customer information we’re able to track them better and send them relevant promotions—which engages the shopper, increases traffic to our stores and website, and builds true customer loyalty."

For more information about Zitomer Pharmacy case study, click here.

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