How to Implement ValueMed’s “Call & Delivery” Program Successfully

Offering a Call and Delivery service is a powerful way for ValueMed franchisees to increase sales, improve customer satisfaction, and stay competitive. This program allows customers to conveniently place orders through Viber or a phone call, and receive their medicines at home through trusted logistics partners.

Below is a comprehensive guide to set up and manage the program effectively.

✅ Step 1: Set Up Your Viber Account

• Create a dedicated Viber account for your branch (avoid using personal accounts).

• Display your Viber number inside the store and on all social media pages.

• Use a professional profile photo (ValueMed logo) and update your status to:“ValueMed [Branch Name] – We accept Call & Delivery Orders!”

✅ Step 2: Accepting Orders via Viber and Calls

Best Practices for Handling Customer Inquiries

• Respond quickly (within 5 minutes).

• Be polite and professional.

• Confirm availability and price of requested items immediately.

• If a prescription is required, advise the customer to send a clear photo of the prescription.

Suggested CSR Spiels

When answering a Viber inquiry:

Good day! This is ValueMed [Branch Name]. Thank you for messaging us! Please send your complete order details, delivery address, and contact number. If your order requires a prescription, kindly send a clear photo of it.

When answering a phone call:

Thank you for calling ValueMed [Branch Name]. How can we help you with your order today?(After the customer states the order:)May I confirm your complete name, delivery address, and contact number? For prescription medicines, we’ll need a clear photo of your prescription. You may send it via our Viber account.

✅ Step 3: Processing Orders with Prescriptions

• Only accept prescription medicines with a valid prescription.

• Verify details:

  • Doctor’s name and signature

  • Date (must be recent)

  • Medicine name and dosage

• Save a copy of the prescription in your customer order folder (digital or printed).

✅ Step 4: Order Workflow (From Ordering to Dispatching)

Standard Operating Procedure (SOP):

1. Receive order via Viber or call.

2. Confirm stock availability and total price.

3. Get delivery details:

   • Full name

   • Address with landmarks

   • Contact number

4. Arrange payment option:

   • Cash on Delivery (COD)

   • GCash/Bank Transfer (send proof before dispatch)

5. Book courier service:

   • Same Day: Lalamove, Toktok

   • 2-3 Day Delivery: LBC, AP Cargo, J&T

6. Prepare the order:

   • Double-check items and quantity.

   • Seal in a ValueMed bag.

   • Attach printed invoice.

7. Update customer with tracking info:

   • “Your order has been dispatched via [Courier Name]. Tracking Number: XXXXX. Thank you for choosing ValueMed!”

8. Mark order as completed in the database.

✅ Step 5: Creating a Customer Database in Excel

Columns to include:

• Date of Order

• Customer Name

• Contact Number

• Address

• Order Details

• Prescription Required (Yes/No)

• Total Amount

• Payment Status

• Courier & Tracking Number

• Delivery Status

(Tip: Use Excel filters to easily track pending deliveries or unpaid orders.)

✅ Step 6: Setting Up Logistics Partners

• Create accounts with:

  • LBC, AP Cargo, J&T (for provincial 2-3 day deliveries)

  • Lalamove, Toktok (for same-day delivery)

• Negotiate discounted rates for frequent deliveries.

• Always keep a list of rider contacts for quick booking.

✅ Step 7: Loyalty Program & Promos

• Free Delivery for orders above ₱2,000 (or franchisee-adjusted amount).

• Repeat Customer Points:

  • 1 point = ₱1 spent

  • Redeem points for discounts.

• Bundle Offers:

  • Buy VitaFix Vitamins worth ₱500 → Get ₱50 off delivery.

• Double Points Day every 15th of the month.

✅ Marketing & Visibility

• Display A4 posters and in-store signage promoting “Call & Delivery”.

• Sample tagline for poster:“Order Your Medicines from Home! Call or Viber Us Now!”

• Include delivery contact number on receipts, Facebook page, and store windows.

✅ Checklist for Franchisees

✔ Viber Account set up and displayed

✔ CSR trained on spiels and prescription verification

✔ Excel order tracking file ready

✔ Logistics partner accounts active

✔ Posters and in-store materials visible

✔ Promo and loyalty program implemented

✅ Pro Tip

Always prioritize quick response time and order accuracy—these two factors will keep customers coming back!

✅ Downloadables

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