CUSTOMER EXPERIENCE

Vexall ICT Services for the Retail and Healthcare Market Vexall ICT Services for the Retail and Healthcare Market

CASE STUDIES


RETAIL PHARMACY


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MediRite Pharmacy Group

Back Story

The MediRite Pharmacy Group forms part of the Shoprite Group of Companies which is Africa's largest supermarket retailer, operating more than 2,892 stores across Africa.

The MediRite Pharmacy Group, with a primary footprint within FMCG retailer Checkers, owned by the Shoprite Group of Companies, was established in 1998 and today has a store count 147 stores.

MediRite is a designated service provider and preferred partner to most medical aids, which means customers can conveniently fill their chronic and acute prescriptions while doing their grocery shopping. In addition, MediRite also offers the following Value-Added Services:

  • Specialised Healthcare: A trusted range that is available at MediRite pharmacies and includes wheelchairs, walkers, crutches and more.
  • Medication Delivered to Your Door: Customers can enrol to have their medication delivered to their door using Medirite’s courier pharmacy. The MR Delivery App can also be used to order Medication from the closest Medirite pharmacy.
  • Quick Collect: With its Quick Collect service, MediRite offers the added convenience of ordering and paying for medication online before collecting in-store.
  • Wellness Screenings: Wellness screenings on a range of services.
  • Virtual Doctor Consultations: As the name suggests, the service allows customers to engage a network of doctors virtually.

For more information on the MediRite Pharmacy Group, please visit www.medirite.co.za

Vexall offering

Services

In December 2020 the MediRite Pharmacy Group contracted Vexall to take over ICT support services across its entire pharmacy network cascading 147 stores with just over 600 Dispensing terminals.

Vexall’s offering which cascades across the entire MediRite Pharmacy Group includes:

  • Helpdesk Support: ITIL aligned incident management service delivered by skilled and experienced subject matter experts who understand the retail business and its associated systems and processes.
  • Pharmacy Bureau: Price and Medical Aid Updates on pricing structures, medical aid rules, and drug selections aligned to industry governance standard.
  • Medical Aid Recon or ERA: Digital Medical Aid reconciliation service solution that manages all elements relating Medical Aid Payments and reconciliation.
  • Consultancy Services: Expert technical, administrative, and functional consultancy services to reduce operational risk, seize opportunity and drive business continuity.

Key Service Highlights

  • Closed Calls - 840
  • SLA – 96,1%
  • Customer Satisfaction Rating @ 4,9 / 5

Client Experience

"The Medirite Pharmacy group contracted Vexall in December 2020 to look after Help desk support, Bureau services, ERA and onsite consultancy within our operation. The transition to Vexall as a service provider was quicker than expected and without problems. Vexall's staff are skilled and has vast experience in providing the services we contracted them to do. We are very pleased with the partnership we have with them." - Herman Pretorius (IT Manager)
"The Medirite Pharmacy Group is contracted to most medical aids in both the Retail side as well as the Courier side. The Vexall Pharmacy Bureau services makes managing the setup and maintenance of the Medical Aid and Price files a real pleasure! The help desk is quick to respond and the individuals tasked with different aspects are truly knowledgeable and always available to assist." – Lizelle Viljoen (Regional Manager)


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Cornerstone Pharmacy Group

Background

Started in December 2020, the Cornerstone Pharmacy group owns and operates a total of nine Retail Pharmacies, primarily in and around Johannesburg and its neighbouring suburbs.

The pharmacy chain is contracted to all reputable medical schemes and preferred providers for Discovery patients considering their community pharmacy network. As a close business partner to the N.H.C., the pharmacy group also services patients within the N.H.C. medical networks.

Cornerstone Pharmacy prides itself to service excellence and supreme customer satisfaction within the community-based pharmacy environment.

In September 2019 Cornerstone Pharmacy contracted Vexall to take over ICT support services across its entire pharmacy network cascading into 9 stores, 42 Point of Sale terminals and 63 Dispensing terminals.

For more information Cornerstone Pharmacy, please visit www.cspharmacy.co.za

Vexall offering

Services

Vexall Provides a range of ICT Support Services to Cornerstone Pharmacy which cascades across all nine pharmacies and includes:
  • Helpdesk Support: ITIL aligned incident management service delivered by skilled and experienced subject matter experts who understand the retail business and its associated systems and processes.
  • On-Site support: Hardware maintenance and support as well as ADHOC projects and / or installations delivered through a network of qualified field services technicians.
  • Pharmacy Bureau: Price and Medical Aid Updates on pricing structures, medical aid rules, and drug selections aligned to industry governance standard.
  • Medical Aid Recon or ERA: Digital Medical Aid reconciliation service solution that manages all elements relating Medical Aid Payments and reconciliation.

Key Highlights

  • Closed Calls - 394
  • SLA – 97,1%
  • Customer Satisfaction Rating @ 4,5

Client Experience

"The Cornerstone Pharmacy Group contracts Vexall for a variety of ICT related services and have been doing so since 2019. It goes without saying that changing service providers always comes with a few inherit risks, however, the migration to Vexall almost seemed effortless without any disruption to the Cornerstone Pharmacy Group. The ongoing service delivery standards the Cornerstone Pharmacy Group receives since the migration has been nothing short of exceptional, a testament shared by the team on the ground and management” Heinrich du Toit (CEO)

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Dis-Chem Pharmacy Group
Dis-Chem is one of the two largest Retail Pharmacy Chains in South Africa, with 216 stores in Southern Africa, plus 4 branches in Namibia and 2 in Botswana. The chain reported a total revenue of 26,3 billion South African rand in FY2021 and employs around 18 700 people. The Dis-Chem Group have also recently acquired Baby City which now consists of 37 stores in Southern Africa, and the Medicare Pharmacy Group, consisting of 55 stores in SA.

Dis-Chem started in 1978 when pharmacists Ivan and Lynette Saltzman, opened their first retail pharmacy in Mondeor, a southern suburb of Johannesburg. They introduced the concept of a discount pharmacy with product categories that until then, had not been offered in South African pharmacies because of prohibiting legislation.

In November 2016, Dis-Chem Pharmacies Limited group listed 27.5% of its listed share capital on the Johannesburg Stock Exchange. It was the second-largest IPO in the exchange's history.

Dis-Chem target customers that are in the mid to upper Living Standards Measure (“LSM”) categories and their strategy is built around our PHARMACY FIRST approach, which means each Dis-Chem store has a dispensary.

Dis-Chem operates two main segments: Retail and Wholesale.

The Retail segment

Operating from formats including Dis-Chem Pharmacy, Baby City and The Local Choice. It is positioned to be a destination store with that is segregated into four core categories, namely:
  • Dispensary
  • Personal Care and Beauty
  • Healthcare and Nutrition
  • Baby Care

The Wholesale segment

The wholesale segment operates a fine picking wholesale business. Its three contributors to revenue include Dis-Chem retail stores, independent pharmacies, and TLC franchisees. The Group has four fully operational distribution centres located in Midrand, Delmas, KwaZulu-Natal and the Western Cape.

For more information on the Dis-Chem Pharmacy group, please visit: www.dischem.co.za

Vexall offering

Dis-Chem, who’s been a client since inception, is also a strategic partner and owns a minority stake in the Vexall business.

Support Base

Brand# Stores# POS Terminals# BO Terminals
Dis-Chem2163 0162 000
TLC21715
Baby City37121-


Services

  • Helpdesk Support: ITIL aligned incident management service delivered by skilled and experienced subject matter experts who understand the retail business and its associated systems and processes.
  • On-Site support: Hardware maintenance and support as well as ADHOC projects and / or installations delivered through a network of qualified field services technicians.
  • Pharmacy Bureau: Price and Medical Aid Updates on pricing structures, medical aid rules, and drug selections aligned to industry governance standard.
  • Medical Aid Recon or ERA: Digital Medical Aid reconciliation service solution that manages all elements relating Medical Aid Payments and reconciliation.
  • Project Management: Project Management delivery in line with PMBOK methodology to ensure projects are delivered in scope, on time and within budget.
  • Consultancy Services: Expert technical, administrative, and functional consultancy services to reduce operational risk, seize opportunity and drive business continuity.
  • V-Sign: Platform that enables a pharmacist to issue, manage and store copy scripts digitally, a cost effective, fast and efficient substitute to the more traditional printed versions.

Key Highlights

  • 2021 Closed Calls – 35 997
  • Current SLA – 98,58%

Client Experience

“Since contracting Vexall as Dis-Chem’s ICT support partner back in Sep 2019, Vexall has become a strategic partner to Dis-Chem, supporting the business in executing its strategy in a fast paced and ever evolving business environment. Partnering with Vexall has been an absolute pleasure and their continued service excellence will be well received by any prospective client” Riaan vd Westhuizen - Dis-Chem IT Manager


FASHION & GENERAL MERCHANDISE



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Retailability Group

Background

Founded in 1984, Retailability began as an apparel importer, steadily growing into one of Southern Africa's leading fashion retailers. Today, the group operates 491 stores across South Africa, Namibia, Botswana, Lesotho, and Eswatini, with a broad portfolio of brands that cater to diverse customer segments. Retailability’s brands include Edgars, Legit, Beaver Canoe, Swagga, Keedo, and Boardmans, offering a comprehensive range of fashion, footwear, accessories, and homeware products.

In 2020, Retailability acquired Edgars, a well-known department store chain, strengthening its market position in Southern Africa’s fashion retail sector. The acquisition allowed Retailability to broaden its product offerings, particularly in apparel, footwear, accessories, and beauty, further enhancing its reputation as a major regional retailer.

Retailability’s strategy is built around providing affordable, quality fashion while maintaining a customer-centric approach. This combination has enabled the group to continuously adapt to changing market conditions and consumer demands, ensuring steady growth and sustained relevance in the competitive retail environment.

The Fashion Retail segment

Retailability’s operations are centered around its diverse and popular retail brands:
  • Edgars: A department store with a comprehensive range of ladies', men's, and kids' apparel, footwear, accessories, and beauty products. It operates in 131 stores across five countries.
  • Legit: A brand known for aspirational, affordable, and authentic ladies' fashion, catering to the modern woman.
  • Beaver Canoe: Specializing in men’s quality, everyday fashion, with 105 stores in four countries.
  • Swagga: Offering contemporary and formal fashion for men and women with 107 stores in three countries.
  • Keedo: A boutique brand providing functional and fashionable designer clothes for children, with 16 stores across South Africa.
  • Boardmans: A homeware brand offering a curated range of bed, bath, cook, entertain, and lifestyle products.
Retailability continues to grow and innovate, consistently delivering value-driven fashion and homeware solutions to customers across Southern Africa. Their commitment to quality and affordability ensures that they remain a leader in the region's retail landscape.

Vexall offering

Since 2022, Vexall has been supporting the Retailability Group with a range of IT services. Vexall collaborates seamlessly with the client, ensuring the delivery of exceptional IT solutions that drive business success.

Vexall Services
  • New store setups
  • Network Cabling
  • Warehousing and Logistics
  • Field Support
  • Retail Directions Support & Development
  • Project Management
Key Highlights 2024
  • New Stores and Revamps: 30
  • Cabling Division Projects: 50
  • Field Service Calls: 46
  • Retail Directions Development:10

Client Experience

"We appreciate the excellent services Vexall has provided thus far, which have significantly contributed to improving our IT operational support, particularly with the field support team. After reviewing our ticketing volume and network support needs, we decided to increase the volume of tickets assigned to Vexall, expecting more streamlined processes and quicker resolution times.

The implementation of the SOP, swiftly executed by the management team, has further enhanced our operational efficiency. We are confident that regular monthly collaboration will continue to improve overall satisfaction and productivity. With the technical scoping session complete and a comprehensive scope of work provided by Retailability, we believe this will set clear support expectations, allowing the teams on the ground to act more effectively.

Thank you for the continued support!

Feedback from team members on Vexall’s performance:
  • Professional and neat work
  • Well-organized and communicates effectively both onsite and via MS Teams
  • Great service delivery, with clear ticket management from the management team
  • Overall excellent work"
Vinny Govender - Senior Support - Technical Team Lead

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MRP Group

Background

Mr. Price Group, a renowned South African retail company, stands as a prominent player in the industry, boasting an extensive presence with 2487 stores in South Africa and 215 stores across various African countries, including Namibia, Zambia, Kenya, Botswana, Lesotho, and Swaziland.

The company operates through four key segments, each catering to specific customer needs: 
  • Apparel: Mr. Price Group offers a wide selection of clothing, footwear, sportswear, sporting equipment, and accessories, catering to diverse fashion preferences. 
  • Home: The Home segment focuses on retailing homewares, providing customers with an extensive range of affordable home products and furnishings.  
In addition to its core segments, Mr. Price Group has made strategic acquisitions to enhance its brand and portfolio:  
  • Miladys: An acquisition that expands the company's offerings to include fashion-forward clothing tailored for the mature female market.  
  • Sheet Street: This addition enriches Mr. Price Group's product range with affordable and stylish home decor items.  
  • Yuppiechef: An online retailer known for its quality kitchen and homeware products, strengthening the company's e-commerce presence.  
  • Telecoms: The Telecoms segment engages in selling cellular products and services, diversifying Mr. Price Group's offerings further.  

To fuel its growth and solidify its position in the retail industry, Mr. Price Group actively pursues strategic acquisitions. Notably, they acquired Power Fashion, a clothing retailer serving the entire family, and Studio88 Group, a collection of brands offering a diverse array of apparel, footwear, and accessories.  
 
These strategic moves have firmly established Mr. Price Group as a retail powerhouse, both in South Africa and Africa.  
terminals.

Vexall offering

With the MRP group's expansion, the complexity of their IT infrastructure grew, demanding efficient field support services and robust asset management. Timely on-site support became essential to minimize downtime, ensuring smooth business operations and enhancing the customer experience.

A comprehensive asset management system was crucial for optimizing resource allocation, tracking assets, and ensuring maintenance policy compliance. Seeking a strategic partnership with Vexall, MRP Group aimed to address these challenges and proactively manage IT assets to support their ambitious growth plans in the competitive retail industry. 

Services

Vexall's strategic approach encompasses a comprehensive suite of services tailored to meet MRP Group's needs, including:
  • Project Management
  • Warehousing and Logistics
  • Setup and Staging
  • Device Management
  • Service Desk Support
  • Field Support
  • Preventative Maintenance
  • Maintenance and Repairs
  • Decommissioning and Disposal
Key Service Highlights  
  • Closed Calls - 31342
  • SLA – 98,47%
  • Customer Satisfaction Rating @ 4,8

Client Experience

“Since the initiation of our partnership, the feedback from our trading divisions regarding Vexall has been overwhelmingly positive. The Vexall team demonstrates a deep commitment to excellence and a sincere desire to meet and exceed our expectations. Even after almost two years, these values have remained steadfast, resulting in noticeable improvements in service level agreements (SLAs) and fostering a sense of stability in the store trading space ” – Simon Bradshaw: Mr Price Group IT Director 
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Italtile

Background

Founded in 1969, Italtile Limited is a leading South African manufacturer, franchisor, and retailer specializing in tiles, bathroom ware, and related home-finishing products. The Group operates under several prominent retail brands, including CTM, Italtile Limited, and Top T with a network of 228 stores across South Africa and the rest of Africa.

Their stores, strategically located on high-visibility sites, offer a comprehensive range of products including ceramic and porcelain tiles, sanitaryware, bathroom furniture, taps, fittings, laminated and vinyl flooring, lighting, and various home-finishing tools.

The Group’s retail operations are bolstered by an integrated import supply chain that includes International Tap Distributors (ITD) and Cedar Point Trading. These strategic initiatives have solidified Italtile Limited's position as a leading retail powerhouse in South Africa and across Africa.

Vexall offering

As the Italtile Group expanded, the complexity of its IT infrastructure increased, necessitating efficient field support services. Timely on-site support became critical to minimize downtime, ensure seamless business operations, and enhance the customer experience.

Italtile Limited sought a strategic partnership with Vexall to address hardware management challenges and support their ambitious goals within the competitive retail industry. Initially, Vexall started by providing mobile support, which eventually expanded to encompass all hardware stock. This includes PCs, laptops, printers, and screens, as well as networking equipment such as routers, switches, access points, and LTE devices. All of these are managed under a loan stock model, which allows Vexall to swap out and repair hardware as needed. This approach ensures that Italtile’s stores maintain uptime and continue trading without disruption.

As a trusted partner to the Italtile Group, Vexall provides Onsite Services:

Vexall Onsite Services
  • Project Management
  • Warehousing and Logistics
  • Setup and Staging
  • Field Support
  • Preventative Maintenance
  • Maintenance and Repairs
  • Decommissioning and Disposal
  • Asset Management

Key Service Highlights  
  • Closed Calls - 2078
  • SLA – 97 %
  • Customer Satisfaction Rating @ 4.8

Client Experience 

“The expertise and responsiveness of the Vexall team have significantly enhanced our operational efficiencies. Their tailored support ensures that our technological needs are met with precision and timeliness, which is critical for the smooth operation of our extensive network of stores. The reliability of their service and the peace of mind it brings have been invaluable.

We are immensely pleased with the professional service and the proactive solutions provided by Vexall. Their dedication not only supports our current needs but also anticipates future requirements, keeping us ahead in a competitive market. We look forward to continuing our successful partnership with Vexall, confident in their ability to support our growth and help us deliver exceptional customer experiences” – Ruan Scholtz: IT Manager




 

TESTIMONIALS


Client: Klinicare Blooms
Consultant: Andre Krause
Comments:  Thank you for great support, everything working fine.

Client: DisChem HQ
Consultant: Antonio Williams
Comments: Thank you for amazing assistance. 

Client: DisChem HQ
Consultant: Adiel Abed
Comments: Great training, thank you.

Client: DisChem Jean Avenue
Consultant: Francois Oberholzer
Comments: V-Sign is working good.

Client: Libra Pharmacy
Consultant: Hanro Zwiegelaar
Comments: Very satisfied with the service.

Client: MediCare Weltevreden
Consultant: Phuthi Mashala
Comments: Much appreciated for the prompt service.  

Client: Derdepoort Pharmacy
Consultant: Casper Garapo
Comments: Very Happy with the service and trouble shooting.

Client: Healthchem Pharmacy
Consultant: Tshepo Mokone
Comments: Fast and Efficient service and friendly.  

Client: Phalaborwa Pharmacy
Consultant: Zak van Reenen
Comments: Thank you it was perfect assistance. 

Client: Cross Care Chemist
Consultant: Peter Bartheil
Comments: Very Happy, sorted out quickly thank you.
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