Arvato Simplifies Direct Orders with ‘Mediverse’

With the development of the digital ordering platform ‘Mediverse’, Arvato now enables all stakeholders in the healthcare sector to efficiently order pharmaceuticals and medical products online directly from the manufacturer. Until now, hardly any standards have been established for this ordering channel, especially not at the European level.

(Gütersloh) Arvato hereby offers a solution to simplify the ordering and communication process and make it available to a large number of manufacturers and their end customers. After being intensively tested by pharmacies and manufacturers in recent months, the ordering platform is now in productive use.

When pharmacies or hospitals procure health products such as pharmaceuticals or medical products directly from manufacturers rather than through wholesalers, the order processing has not been nearly as efficient and digital as it is in other sectors. Manufacturers typically still rely on phone and email.

More Efficient Ordering and Communication Processes

To create more efficient ordering and communication processes and provide support for manufacturers and their end customers, Arvato has developed the Mediverse platform. This not only allows for online ordering in just a few steps but also provides information on product availability and prices, order status, access to the entire order and communication history, as well as all order-related documents such as invoices and delivery receipts, around the clock with just one registration.

“Another advantage of Mediverse is that the ordering platform can also help counteract the increasing shortage of qualified staff, which burdens not only pharmacies and clinics but also the customer service capacities of manufacturers,” says Fabian Treese, Vice President Healthcare at Arvato. As an expert in customer experience, he is confident that these employees are the key factor in managing end customer support, especially in complicated and urgent cases. “In the future, personal support for pharmacies and clinics will continue to play an important role. Customer service teams need to be relieved through new and the integration of existing digital solutions, which eliminate the handling of avoidable customer inquiries,” explains Fabian Treese.

Reliable and Scalable Support

Pharmaceutical and medical product manufacturers also benefit from reliable and scalable support for their customers through Mediverse. “This has a positive impact on customer satisfaction,” says Treese. Additionally, there is another important aspect, as Oliver Schlink, Product Manager Mediverse at Arvato, explains: “With Mediverse, we offer manufacturers the opportunity to provide their customers with a modern digital service channel without having to manage the costly in-house IT development and the subsequent promotion and support themselves. With Mediverse, manufacturers’ digital offerings become more quickly discoverable and usable for pharmacies and clinics. Once they are registered on the ordering platform, they have access to all Mediverse partners.”

With a team of IT and digital experts as well as healthcare specialists, Mediverse is continuously being developed to integrate additional features. Arvato will not only focus on Germany but will also make the platform available in other European markets in the future and continuously advance its development in close collaboration with its best-practice solutions for logistics processing. “Thus, manufacturers can use Mediverse not only as an independent service but also receive a fully integrated and digitized order-to-cash distribution solution from a single source. This sets us apart from all internationally operating supply chain service providers in Europe,” says Fabian Treese.

Presentation at the expopharm at the end of September

Mediverse will be presented for the first time during the lecture ‘Mediverse – Digitalization of Ordering and Service Processes for Pharmacies’ at the expopharm. The European leading trade fair for the pharmacy market will take place from September 27 to 30, 2023, in Düsseldorf.

Photo © Arvato