A healthy fit

The Chemmart® Story

Rundle St

Adelaide

• After opening his first chemist in Adelaide SA, Francis Hardy Faulding established a wholesale operation.

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• Later, Faulding became known as Symbion, and was then acquired by Zuellig. • In 1996 Chemmart® Pharmacy was introduced nationwide as part of the Symbion network.

• Since then, Chemmart® has grown into the largest community pharmacy brand in Australia, and plans to welcome over 30 new stores per year.

EBOS • In 2013, New Zealand’s EBOS Group acquired Symbion – creating the largest Australasian healthcare group. Symbion

Business growth in a tough economic climate 2010 – 2012

Performance: 2010 – 2012

10% 6%

Increase in Front of Store Sales

4.9%

Increase in Gross Profit Dollars

Increase in ATV

36%

4.8%

Average Store Gross Profit

Increase in Customer Numbers

Customers and the retail environment

Mothers

Active

of young children

greys

Family

55+ Social

Intelligent

Tech Savvy Frequent Shoppers

Household Chores Work

Active Bills

Kids Active

School Run Decision Makers

Online

Grandparents Busy

• Most Australians have the best intentions when it comes to their health, as well as their family’s.

Prescriptions

Smart

• 91% say they will do all they can to be in good health. • 21% feel they are doing enough.

• There is a big gap between intention and action – the ‘intention gap’.

We have differentiated Chemmart® Pharmacy from the competitors

Traditional Chemists

Supermarkets

Trusted wellbeing pharmacy Discount Chemists

Beauty based pharmacies

Online pharmacies

We do things differently

Physical

Community Financial

Career Social

More than a chemist, Australia”s Wellbeing Pharmacy Network.

Physical

Community

We provide information, services and products to give customers greater control of their health and wellbeing. As a result they have more energy everyday, feel better and live longer.

We believe in ‘well-doing’ and love getting involved in the local community to promote health and wellbeing.

• Wellbeing services • Access to pharmacist

Financial We make sure everyone has access to quality products at competitive prices, so customers can feel good about their financial choices.

• Local Area Marketing = tools to promote the pharmacy in the local community and encourage positive word-of-mouth

• Value Promise • Prescription pricing models • Profit Professor • Intellipharm

• Stores support their communities by holding fundraising events in their local area, as well as getting involved with local school and sporting sponsorships.

Social

Career

We encourage respect and teamwork between all staff members in our pharmacies, for a better working environment. In addition to our network conferences, each store looks after the social wellbeing of their team members through activities and rewards that build morale.

We promote the growth and development of our staff to give every team member the opportunity to reach their full potential. It means we attract the very best staff, which ensures quality service for our customers.

• Regular team building activities in each store • Biennial Pharmacy Assistant’s Conference • Annual Chemmart® Member’s Conference

• Chemmart® College • In Store Training Program

Looking after customers better

Specialist Health Services are at the heart of our business. This positions Chemmart® as a wellbeing destination. We make it easier for our customers to look after their everyday health and wellbeing.

• Market leaders in health • Positive health outcomes

• Better business results

• Brand leadership • Stronger customer relationships

Our quick and convenient health check takes less than 20 minutes. A trained practitioner assesses the customer’s six vital statistics and provides a comprehensive report detailing any potential health risks, all for just $20.

Blood Pressure Checks are offered free in store all-year-round, and is highlighted during key promotional periods. Our trained practitioner scan quickly and easily measure blood pressure and suggest simple lifestyle changes that can help improve overall heart health.

Cholesterol Checks

At key periods throughout the year, Chemmart® Pharmacies offer free cholesterol checks. It means customers can get results on the spot, which can be more convenient than booking in with their local GP.

This is a free, one-on-one consultation with the pharmacist to discuss and review the customer’s medicines and health management plan. This helps our customers get better results from their treatment.

Every Chemmart® Pharmacy offers a simple Bowel Screening Kit in store for purchase. It allows customers to screen for one of Australia’s most common cancers – bowel cancer – in the privacy of their own home. Twice a year, we highlight the importance of bowel screening through in store and local area marketing.

Chemmart® offers an in-home medicine review to offer guidance on how to correctly use and store their medicines.

We sort and prepackage medicines according to the dose schedule on our customer’s prescriptions to make sure they take the right dose at the right time.

Customers can bring their old or expired medicines to Chemmart® and have them disposed of safely and correctly.

Weight Loss Management Program

We offer weight management programs and products to help our customers achieve their ideal weight. This includes a variety of product solutions, food items and programs that involve in-pharmacy consultation.

We manage our customers’ scripts in store and send an SMS reminder when their next repeat is due. Customers can also call ahead, and we’ll have their script ready and waiting for them.

Customers who are at risk of sleep apnoea are provided with a Home Sleep Test to check if they have the disorder, along with advice and treatment.

Chemmart® flu clinics are available in store at certain times throughout April and May. Flu vaccinations are administered by a trained nurse immuniser and don’t require a prescription, giving customers a more convenient way to protect themselves from the flu.

Direct

Dispense

Direct dispense is a philosophy that differentiates the Chemmart® business, and grows stronger customer relationships. Our pharmacists offer customers one-on-one counselling, which also provides opportunities to recommend other products and services.

An innovative retail space

Our Store Design Service helps create quality store interiors that are regularly updated to reflect new market trends. This maximises foot traffic, increases basket size and ensures the longevity of our retail space.

Refit Management Services

In association with Think National We manage every step – from the design and build to stocking the shelves. We’re onsite to ensure everything runs smoothly, on time and on budget – all with as little disruption as possible to the centre and other centre tenants.

Refit Management Services

Signage and Fixture Solutions

Based on world’s best practice, our unique, cost-efficient modular system is designed to provide maximum impact in store.

In Store Innovations

Unique and exclusive displays that combine easy navigation with information to empower the customer with product information, which increases their likelihood of purchase. • The Chemmart® Vitamin Wall • Eye Hub

Uniforms

Perception and image are paramount in the retail space. That’s why all Chemmart® staff wear a readily identifiable uniform to demonstrate that they are professional, unified and credible.

Putting our best foot forward

The right mix of products, attractive displays and competitive prices have a significant role in attracting customers and driving purchases.

Merchandise Support

Our dedicated buying team help grow key categories within each pharmacy by negotiating industry-best buying deals with our supplier partners.

Merchandise Support

Chemmart® has a strong portfolio of own brand products, which adds to the customer value proposition and our pharmacies profitability.

Merchandise Support

Planograms

Regularly updated planograms offer visual guidance for stores when arranging stock and in store ticketing. It helps them create maximum impact to encourage purchase and increase basket size.

Visual Merchandising

We provide detailed visual merchandising guides that follow best practice merchandising principles. This helps each store achieve professional, effective and consistent promotional execution, in store ticketing and off-location displays.

The marketing mix

Chemmart® is supported by a comprehensive and aggressive marketing plan to actively promote the pharmacy 365 days a year.

Annual Promotional Plan

•4  tactical sales to drive traffic – e.g. Bag Sale

• 14 national catalogues, each reaching more than 1.1 million households

• 6 Monster catalogues, each reaching more than 900,000 households • Engaging in store point of sale pieces, unique to each campaign

Local Area Marketing

• 100+ templates for stores to use • Graphic designer in house • Flyers • Postcards • Press ads • Radio scripts (national and community)

Rewards

• Over 650,000 members and counting • 10,000 more joining every month • Builds customer loyalty for increased sales • Rewards member spends 1.9 times more than non-members

Digital

• Facebook – guidelines for local store pages • Website – health information and articles, over 60,000 visitors per month • eCommerce – launch by end of 2013 with local e-stores • Online promotional catalogues – available through the Chemmart® website and the Catalogue Central website

eCommerce

By the end of 2013, Chemmart® will extend the reach of every pharmacy across the network with the introduction of local e-stores. This means each store has its own microsite (backed by the world’s best eCommerce platform), and online purchases will be dispatched by the local store – not a warehouse. The benefits include stronger local relationships, and greater convenience for customers. The option of pick-up or delivery, plus an extended range of products online will see an increase in basket size and improved customer retention.

Behind the scenes of a wellbeing pharmacy

We have systems and tools in place to ensure the growth and longevity of each and every pharmacy as well as our brand.

Chemmart® HQ

In an ever-changing market, it’s important for retailers not to set and forget. That’s why we have a huge support system that helps each and every store keep driving sales and profitability.

Chemmart® HQ Executive Director

Executive Assistant

Merchandise Manager

Marketing Manager

5 Cat Mgrs

Promotion Coordinators

4 Asst Cat Mgrs

Local Area Marketing

Analyst

Loyalty Team

Space Planner

Digital Marketing

Operations Manager

2 Business Development Managers 5 State Managers 13 Regional Managers

Store Development Manager

Learning & Development Manager

Refit Manager

Learning & Development Coordinator

Store Development Coordinator

Health Services Advisor

Chemmart® HQ

Leasing advisory service We assist Members when negotiating terms on a new lease or when renewing their existing lease.

Business insurance broker Ensures our Members have the right level of insurance cover for their business, and that it is offered at a competitive price.

Chemmart® Club Negotiating the best rates for telecommunications, utilities, and more on behalf of our Members.

Chemmart® HQ

Symbion has 1000+ staff • An integral part of the Australian healthcare system including pharmaceutical wholesaling and retail management solutions for community pharmacies. • S ymbion is now part of New Zealand’s EBOS Group, a leading independent healthcare company in New Zealand, Australia and the Pacific markets.

10 distribution centres 24-hour service to all pharmacies across the country.

The best trained staff in the industry

Every one of our staff members are equipped with the latest industry knowledge so that they can confidently advise customers on the best health solutions.

The best trained staff in the industry

Chemmart® College

Interactive learning modules for staff to complete online. • Over 50,000 modules completed every year • Comprehensive information on a range of products and conditions • Produces highly skilled and credible staff

The best trained staff in the industry

Staff Training

 omplete training packages including preparing, C managing stock and operation of the system. Regular workshops to teach counselling and communications skills, including • Accreditation Health Services & Operations • Retail Excellence Training • KPI Training

The best trained staff in the industry

National Conferences CATC H WELLBEING FEVER 2013 Chemmart® Pharmacy Assistants’ Conference Sunday 28th – Tuesday 30th April 2013

CHM1329_PAC_PPT_Slides_v3.indd 1

20/03/13 11:32 AM

Biennial Pharmacy Assistant’s Conference. • Intensive education and development: business management, merchandising skills, and understanding category profitability • Exchanging ideas with other staff team members

The best trained staff in the industry

National Conferences

2012 CHEMMA RT® MEMBER CON F ERENCE H A M IL T O N IS L A N D • 2 8 O C T O B E R – 1 N O V E M B E R 2 0 1 2

Annual Member Conference. • Focuses on the upcoming retail year, analysis of current results and Chemmart® business strategies • The latest product developments are shared with Members • Members hear from relevant guest speakers and have the chance to network with other Members within the Chemmart® community

Online and IT support platforms

Our digital systems are constantly being developed to further strengthen each store and help them grow. Chemmart® has the largest number of Australian community pharmacies on a common IT platform, which allows us to communicate with and gain insights into all stores.

Online and IT support platforms

REX

The Chemmart® Extranet Portal, where Members can access a range of online management tools and resources to keep their store in great shape now and in the future. Register

Receive

Access

• Register for training programs & events

• News and information from head office

• Chemmart® operational procedures • Chemmart® College

Online and IT support platforms

Minfos A pharmacy IT system to help manage the entire pharmacy, from front of store and dispensary to the back office. Key features: • Dispensing & Point of Sale software • Accounting package • Warehouse & stock management system (ordering) • MultiStore functionality • Profit Professor – manages profit through predictive analysis • Reporting across the Chemmart® business

Online and IT support platforms

Intellipharm & Catman Business analysis tools to facilitate store benchmarking by tracking retail performance against region, state and national averages. •Efficient at finding ‘lost opportunities’ through in-depth analysis of sales, gross profits, store pricing and more. •Highlights trends and measures the effectiveness of our marketing campaigns.

What our Members are saying

Chemmart® has assisted in giving my business growth that I never thought was achievable in such a competitive market, given we are surrounded by other pharmacies, including discounters.

The trading terms with Symbion and Apotex are excellent, combined with the current Chemmart® Support Office who has the forward thinking to ensure growth in our pharmacies.

Chris Tsamandanis

Michael Exikanas

Chemmart® Member since 2008

Chemmart® Member since 1999

We wanted to be a pharmacy that does more for its customers than just sell them a product at a good price, we wanted to be a destination for our community where people’s health and wellbeing could be looked after.

Simon Dawe

Chemmart® Member since 2007

Nick Munroe P 0418 248 974 E [email protected]

Richard Jensch P 0401 560 712 E [email protected]