A Pharmacy & Pharmacy, a Brazilian pharmacy franchise chain with more than 160 units in 17 states, grew 26% in the first half of 2022, surpassing the industry average of 16%.
The company was founded in 1997 in Itajaí, Santa Catarina, and has been growing consistently every month, even after the tree of the pandemic. This growth is a result of the company's focus on jointly developing its franchise networks and franchisees, receiving the ABF Seal of Excellence in Franchising in 2019, 2020, and 2022, and will continue to do so in 2023.
According to Herivelton Ferreira, director of Farma & Farma, franchisee engagement is one of the biggest challenges and factors contributing to growth in the franchising segment. This is because the company prioritizes having a system that increases engagement to produce positive results.
To ensure engagement and facilitate internal processes, Farma & Farma uses the management and communication platform Yungas, specializing in large franchise chains and company-owned units. The platform centralizes several processes into a single system, including audits, training, and the use of the Customer Success methodology, as well as the Health Score system for analyzing indicators such as satisfaction, engagement, revenue, and standardization.
Through the data provided by Yungas, Farma & Farma can identify when a franchisee is at risk, opportunities for growth and the possibility of multi-franchising from a specific unit.
The platform for franchise networks and owned units Yungas also offers NPS surveys to assess franchisee perceptions of the brand and customization services. Farma & Farma is migrating its university to the distance learning module. Yungas, its franchisee education and training arm.
The pharmaceutical industry has been growing steadily since 2020, with increases remaining in double digits.
In 2021, the retail sector grew approximately 10,8% within the industry, exceeding R$152 billion in revenue, according to data from Febrafar. In franchising, the health, beauty, and wellness segment experienced the fastest growth, increasing 16,9% in the first half of 2022, above the overall franchising average, which was 12,9% in the same period.
According to Herivelton Ferreira, the pharmaceutical sector has changed significantly in recent years, especially after the pandemic, and pharmacies are now recognized as healthcare centers. They are points of contact with customers, providing care and information, with more specialized and extensive pharmacy services, including medical examinations. The segment has also become more digitalized, with the effective use of technological tools that facilitate processes and customer contact.
In conclusion, Farma & Farma's success is a result of its focus on the joint development of its franchises and franchisees, together with the specialized technology provided by YungasThe growth of the pharmaceutical industry also contributes to Farma & Farma's success, recognizing pharmacies as essential healthcare centers that are increasingly specialized, extensive, and digitized. As Farma & Farma continues to grow and provide quality care to its customers, it is expected to continue to outperform the industry average.
