To strengthen its digital pharmacy experience, Dr. Max, a European pharmacy brand, chose Luigi’s Box to enhance product search relevance for its customers.
Operating in 17 countries, Dr. Max is a well-established chain of pharmacies in Europe. As a part of Penta Investments, Dr. Max has been delivering accessible healthcare since 2004. With over 3,000 pharmacies, and (as of 2024) 1,6 million pharmacy products dispensed daily, Dr. Max is committed to affordable, high-quality care both in-person and online.
Luigi’s Box provided us with a responsive, flexible solution that allowed our teams to improve search relevance at scale, without compromising on compliance or customer safety.
With a fast-growing e-commerce platform offering a portfolio beyond prescription medications, reservation and pick-up, medical devices, and health supplements, Dr. Max needed a smarter way to help customers discover relevant products efficiently and safely. The growing product catalog needed a search & discovery solution that could efficiently guide users through the shopping process and help them find what they need every time.
Switching to Luigi’s Box has helped Dr. Max address key strategic challenges while boosting e-shop performance and customer satisfaction. The new functionalities are also supporting their expanding portfolio, especially with marketplace integration and additional listings.
Dr. Max previously used a search tool that limited growth and flexibility. A full migration had to be completed in a record time—one month.
Within that tight timeframe, Luigi’s Box was up and running on Dr. Max’s online pharmacy. Thanks to the seamless integration, Dr. Max was ready to start using Luigi’s Box products without the need to study extensive manuals or undergo additional training. The automation capabilities decreased the need for extensive support from human agents, allowing for a quicker setup and onboarding. This rapid deployment enabled faster time to value across markets.
With their previous search solution, Dr. Max faced challenges due to delayed responses from the provider’s customer service and insufficient knowledge sharing.
Luigi’s Box customer support team provides responsive and reliable customer service with 24/7 availability across multiple communication channels. Dr. Max can contact Luigi’s Box experts via email, live chat, or phone whenever it needs to.
In an online pharmacy, precision in search results is critical, from spelling-sensitive medicines to product indications. Previously, Dr. Max’s customers used to run into irrelevant results that didn’t match the intent behind their queries.
Luigi’s Box AI-powered Search delivers results based on user intent, focusing on relevance rather than just matching keywords. Luigi’s Box Search also provides all the available relevant results for given queries, including products, categories, and brands, as well as relevant articles and other helpful resources matching user intent.
Purchases made using site search are essential for Dr. Max’s platform, so continuous optimization to meet customer needs is an absolute necessity. However, performing each tweak or adjustment manually is an unsustainable practice, especially at a fast-growing e-pharmacy.
Luigi’s Box Search leverages machine learning for continued self-improvement without needing extensive human input. This way, the algorithm behind Luigi’s Box Search and other solutions adapts to changes and delivers better results, improving conversions.
With the large number of products across diverse categories available in Dr. Max’s online pharmacy and 280 million annual website visitors (2024), a basic search solution simply doesn’t cut it. Sorting through large catalogs should not be a hassle for customers, so equipping them with options to effortlessly browse and discover relevant products is essential.
Advanced features, such as Autocomplete suggestions, Automated Synonyms Suggestions , Natural Language Processing (NLP), and Dynamic Filters, are powerful tools included in Luigi’s Box Search solution. Autocomplete fills in words in the search box, helping users find items more effectively. Additionally, Synonyms ensure that shoppers receive results even when their queries don’t match search terms exactly. Natural Language Processing ensures that Luigi’s Box Search will process all included languages correctly to find the right results, while Dynamic Filters provide customers with further search refinement options.
Such advanced search features lead to a more intuitive shopping experience, improved customer satisfaction, and higher conversions.
Dr. Max needed tools to support the discovery of strategic products through searches and autocomplete. The ability to boost specific products (like seasonal medicine or own-label brands) and improve discovery was a key factor when picking Luigi’s Box.
Merchandising allowed Dr. Max to promote specific products in the store. Features, such as Product Boosting, Pin to Position, or Product Banners, promote these items over regular results, ensuring improved product discovery.
Another effective tool Luigi’s Box delivered is Searchandising, which further improved product discovery and streamlined searches across Dr. Max’s e-shops.
Dr. Max required a solution that offered advanced features at an affordable price. With their previous solution doubling prices each year, it became unsustainable.
We offer well-balanced pricing plans suitable for businesses of various sizes, because they scale up and down with usage. At a reasonable price, Dr. Max was able to set up Luigi’s Box Search and Analytics.
After launching Luigi’s Box, Dr. Max’s key performance indicators have improved rapidly. From boosting website performance to decreasing zero search results, they have seen an improvement all around.
The search usage across various domains rose to over 40% (source: Luigi’s Box), which is more than +100% above the Pharma and Medical industry average.
Search conversion rates also experienced a surge, ranging from 30-40% (source: Luigi’s Box), demonstrating the impact of a powerful site search and merchandising solution.
The search exit rate from Autocomplete on Dr. Max’s online shops dropped to 3-6% (source: Luigi’s Box), depending on the country.
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