Dori Express — From Manual Chaos to Digital Pharmacy

Dori Express is an 8-branch pharmacy chain in Tashkent. Before Delever, orders were taken only by phone: operators manually wrote down medication names, often making dosage errors. Average call processing time — 7 minutes. During peak hours the line was overloaded, up to 30% of calls went unanswered. No online orders existed while competitors had already launched app delivery.

The challenge

Dori Express is an 8-branch pharmacy chain in Tashkent. Before Delever, orders were taken only by phone: operators manually wrote down medication names, often making dosage errors. Average call processing time — 7 minutes. During peak hours the line was overloaded, up to 30% of calls went unanswered. No online orders existed while competitors had already launched app delivery.

The solution

Implemented Delever adapted for pharmaceuticals: 1) Website with medication catalog, search by name and category. 2) Telegram bot: customer sends prescription photo — operator selects medications. 3) Courier system with temperature control for sensitive medications. 4) Inventory integration — availability updates in real-time across all branches.

Results

Online Orders/Day: 0 → 500+ (∞)

Order Processing Time: 7 мин → 2.8 мин (-60%)

Delivery Revenue: $12K/мес → $17.4K/мес (+45%)

Missed Calls: 30% → 5% (-83%)

Customer quote

The Telegram bot with prescription photos is what our customers truly need. Elderly patients send a photo of their prescription, and we assemble the order. Delivery revenue grew 45%, and complaints about order errors dropped to nearly zero. — Нодира Хакимова, Dori Express CEO