CRM for pharmacies: orders, reservations and stock questions in one window.
A pharmacist at the till answers WhatsApp, takes calls and assembles reservations at the same time — and some orders get lost. We bring requests from all channels into one system, pull stock from 1C and automate what is now done by hand: confirmations, statuses, reorder reminders.
A pharmacy needs a CRM not for long deals but for a flow of short requests: "do you have it", "hold it until tonight", "deliver it home". Today they arrive in a branch's personal WhatsApp, on Instagram and by phone, and nobody sees how many reservations were never collected, which questions went unanswered and which medicines are most often out of stock.
We configure amoCRM or Bitrix24, or build a custom system where all of the chain's orders and reservations sit in one place with source, pickup branch and status. Stock and price come from 1C, so an operator answers in seconds, and some questions are closed by auto-reply.
The second part is regular customers. The CRM connects to the loyalty programme, segments customers by purchase category and, with their consent, reminds them about reorders and promotions — without revealing what exactly the person takes.
What we set up for a pharmacy.
Reservations and orders from the website, app, WhatsApp, Instagram and calls in one feed with pickup branch, source and status.
The operator sees stock and prices for all branches right in the request card and suggests the nearest pharmacy that has the item.
Reservation confirmation, "order ready", "reservation expires tomorrow", delivery status — automatically via the WhatsApp Business API.
One number for the whole chain with calls and chats routed to operators and branches, call recording, response time control.
Tracking requests for medicines that are not in stock: a list for purchasing and a notification to the customer when the item arrives.
Integration with the loyalty programme, segments by purchase category and frequency, mailings only to those who consented.
A reorder reminder if the customer wants one, and one-tap reorder from the message.
Reservations and pickups by branch, uncollected orders, response speed, popular requests, revenue by channel.
Pipelines and automations.
- "Reservation" pipeline: request → confirmed → ready → collected or not collected
- "Delivery" pipeline: order → paid → packed → with courier → delivered
- "Out of stock" pipeline: request → ordered from distributor → arrived → customer notified
- Stock auto-reply based on 1C data
- "Reservation expiring" reminder
- Operator task on "no reply in 10 minutes"
- Order routing by branch
- Segment mailings with consent
- End-to-end ad analytics
Which CRM suits a pharmacy.
amoCRM or Bitrix24 suit a single pharmacy or a small chain: reservations and questions from WhatsApp and Instagram, operator tasks, auto-replies. Implementation ₸350,000–600,000, 2–3 weeks; with 1C sync, telephony and analytics — ₸600,000–1,000,000.
A custom system is needed by a chain with hundreds of orders a day where real-time stock, branch routing, couriers and bonuses matter: in off-the-shelf CRMs this turns into a set of paid widgets. A custom CRM on Next.js and PostgreSQL starts at ₸1,500,000, but it follows the chain's process exactly and stores data on a server in Kazakhstan.
We decide after an audit: we look at request volume, the accounting system and the order assembly process.
Why automation fails to take root in pharmacies.
- The CRM does not see stock — the operator still checks 1C, and the system becomes an extra window.
- Reservations are not held in the accounting system — the item is sold at the till and the customer comes for nothing.
- Nobody counts uncollected reservations — no one knows how much stock sits on the shelf in vain.
- Mass mailings without consent or segments — complaints and unsubscribes.
- Pharmacists got a CRM without training or rules — they keep answering from personal phones.
- No single number and chat for the chain — each branch answers its own way, and the manager sees neither workload nor losses.
What affects the implementation price.
Basic amoCRM or Bitrix24 implementation for a pharmacy: channels, reservation and delivery pipelines, WhatsApp auto-replies, training — ₸350,000–600,000, 2–3 weeks. With 1C sync, telephony, loyalty programme and analytics — ₸600,000–1,000,000, 4–6 weeks. A custom system for a chain — from ₸1,500,000. CRM and WhatsApp API licences are paid to vendors separately.
Base prices are on the CRM and automation page.
The short version.
How much does a CRM for a pharmacy cost?
Basic implementation costs ₸350,000–600,000, with 1C integration, telephony and loyalty ₸600,000–1,000,000, a custom system for a chain from ₸1,500,000. CRM licences are separate.
Can the CRM be connected to the pharmacy's 1C?
Yes: stock and prices flow into the CRM, a reservation holds the item in 1C, and the receipt closes the order. If you use industry accounting software, we look at its API or export format.
Is it legal to send customers messages?
Yes, with the customer's consent to receive messages, collected when registering a loyalty card or on the website. Messages go through the official WhatsApp Business API with templates approved by Meta.
What is an out-of-stock log and why have one?
It is a list of medicines that were requested but not available. It tells purchasing what to order, and the customer is notified when the item arrives — so they come back to you, not to a competitor.
When will we see the effect?
The single window and auto-replies work from the first week: fewer lost reservations and faster answers. The effect of segments and repeat purchases shows in 2–3 months.
Same service for other industries
Losing reservations and orders? Describe how you handle requests now — we will propose a setup.
Tell us how many branches and operators you have, which system holds your stock, whether you deliver and run a loyalty programme. We will reply with an implementation plan within 1–2 business days.