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Ikusi Deploys a Next-Generation Contact Center for Farmasoft

This contact center is designed to efficiently handle over 120,000 annual calls—more than 300 per day.

Client Need

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.

Service

Upgrade of IP telephony and contact center services

Objetive

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.

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