The success of the first portal inspired McKesson to expand its digital self-service approach to more B2B customers. It plans to launch a fourth webshop on B2B Commerce Cloud in early 2021 for NHS hospital buyers, who place bulk pharmaceutical orders on a regular basis. The Medicator portal will simplify this process by offering re-ordering options and pre-defined baskets.
“With Commerce Cloud, we can give time back to our customers, so they can focus on delivering better patient outcomes,” said Gill. A richer and simpler procurement experience has already encouraged more customers to order online, which has significantly increased transactions and sales across the portals.
A digital approach means McKesson can apply product quotas to online orders, which will help ensure critical medicines are distributed fairly to NHS trusts across the country. This will be particularly important when COVID-19 vaccines become available.
McKesson uses the data captured in the portals to keep enriching and personalising the online purchasing experience for its wholesale customers. For example, it plans to use Einstein to make product recommendations based on previous orders, which will help McKesson provide a more intuitive ordering process to customers and unlock improved cross-selling opportunities. “With Salesforce, we can make the procurement of pharmaceutical supplies more proactive and predictive,” said Gill.