Dr. Max

Dr. Max Enhances Customer Experience with the Power of AI

How AI-Powered Feedback Analysis and Responses Streamline Customer Service and Enhance Satisfaction

LOCATION

ROMANIA, SLOVAKIA

PHARMACIES

1,300+

DURATION

3 MONTHS

About Dr.Max

Dr.Max is a leading European pharmacy brand, committed to redefining what care means for millions of customers across markets. Beyond providing high-quality pharmaceutical services, Dr. Max continuously invests in innovation to strengthen personal connections and improve everyday health experiences.

Since 2017, Dr. Max has partnered with Staffino to enhance customer experience through our feedback management platform.

Overview

In 2024, as part of Dr. Max’s commitment to listening deeply and responding meaningfully to every customer, Dr. Max took a significant step in enhancing customer interactions by implementing Staffino’s AI-powered solutions: AI Feedback Responder and AI Topic & Sentiment Analyser. These tools enabled the pharmacy chain to streamline feedback analysis and automate and personalise customer feedback responses while maintaining human oversight.

With AI, Dr. Max can now respond faster, more consistently, and with greater empathy, ensuring every piece of feedback feels heard. At the same time, Dr. Max improved internal workflows and allowed teams to focus more on meaningful interactions.

Goal

This case study explores how AI-powered tools supported Dr. Max’s mission to elevate customer service, from accelerating response times to ensuring quality replies that reflect their care-first approach. It also highlights how innovation can scale without losing the human connection.

Methodology

In Slovakia and Romania, Dr. Max piloted our AI response generator to explore how technology could strengthen the way Dr. Max connects with their customers without losing the human essence. The AI response generator was used in a human-guided mode, where it proposed personalised replies, but every message was reviewed and approved by CC team members, ensuring accuracy, empathy and tone aligned with Dr. Max. This ensured high-quality, meaningful interactions while drastically reducing response times.

Over a three-month period, Dr. Max monitored both customer engagement and internal service KPIs to understand how AI could help us respond more effectively (and meaningfully) at scale.

Products Used

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Staffino Standard Feedback
Semantic Engine
AI Topic & Sentiment Analyser
AI Feedback Responder
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Net Promoter Score

Results

The introduction of AI-supported feedback tools has brought measurable improvements across key areas, including faster response times, cost efficiencies, and higher engagement with customer feedback. But beyond the numbers, the biggest win was Dr. Max’s ability to keep every interaction personal, respectful, and in line with the care customers expect from Dr. Max.

• 52% reduction in operational costs

Compared to the previous fully human-handled process.

• Significantly faster response times

Thanks to AI-drafted replies, customers now receive answers almost instantly—something previously not possible with limited capacity.

• Strong, positive customer engagement

Approximately 15% of customers respond to AI-generated replies, often continuing the conversation or asking follow-up questions.

• Maintained trust and satisfaction

The use of AI has not damaged customer trust or brand perception. On the contrary, customers appreciate the increased speed and relevance of communication.

At Dr. Max, we aim to respond to customer feedback quickly and meaningfully, while keeping the human aspect of care front and centre. Staffino’s AI tools help us achieve that balance.

With AI-generated replies, we can now respond to routine feedback almost instantly. About 15% of customers engage further, giving us the opportunity to proactively share useful information before issues arise. Emotional or complex cases remain in the hands of our customer care teams, who play a key role in representing our brand and values.

AI helps us close gaps in speed, in capacity, and in the ability to respond proactively. It’s part of a broader strategy where digital solutions and human care work hand in hand. We’re committed to using AI in ways that support our customer-centric approach—not just to stay current, but to build smarter, more responsive ways to care for our customers in the long run.

Martin Souček

Group Loyalty & Customer Experience Dr. Max Pharmacy Chain

Dr. Max
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