Take meaningful steps toward omnichannel customer service by integrating multiple contact channels (email, phone) and ensuring operators have full access to each pharmacy’s history to deliver personalized and effective support.
Upgrade of IP telephony and contact center services
Strengthen customer service capacity and operational efficiency
A Contact Center to Enhance Farmasoft’s Customer Service Model
In a constantly evolving pharmaceutical sector, Ikusi has been chosen by Farmasoft—a leading provider of pharmacy management solutions—as the technology partner to deploy a state-of-the-art contact center. This new solution boosts customer service capabilities and improves operational efficiency.
Farmasoft supports over 1,800 pharmacies—57% of the market—and its Farmatic software is a benchmark in the Madrid region. The company needed to reinforce its support model, which handles more than 120,000 calls annually, averaging over 300 daily.
Ikusi implemented a Cisco-based solution that has enabled Farmasoft to maintain its commitment to customer service excellence. The result: faster response times, reduced administrative workload, traceability of inquiries, and improved service quality. In addition, the system sets the foundation for future service evolution.
As Farmasoft Director Pablo Iglesias explains, “Pharmacy calls must be answered swiftly. It’s critical for their operations. Their business can’t stop, and neither can we. We know that staying ahead requires constant innovation. That’s why we’re focused on improving operational efficiency without compromising the personalized service our clients value and which earns their loyalty.”
The new system also supports omnichannel capabilities—a growing demand among younger pharmacists. Tools like email and WhatsApp are increasingly supplementing traditional phone support.
With this project, Ikusi strengthens its position as a strategic partner in digital transformation, delivering technology solutions that create real, sustainable competitive advantages.
For over 30 years, Farmasoft has been the trusted technology partner for pharmacies in the Madrid region. Its commitment to innovation and excellence is embodied in solutions like Farmatic, which simplify and optimize the daily operations of modern pharmacies.
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