Wholesaler AAH Pharmaceuticals announced today (December 4) that it will offer its customers “two-way communication” through a new WhatsApp group.
AAH said that it will use a new channel on instant messaging platform WhatsApp as “a key communication tool in two ways”.
Read more: ‘National shortage’ of drivers behind AAH delivery delays, wholesaler says
Customers who follow the channel will get live service updates such as around “delivery delays due to extreme weather conditions or road closures, interruptions to service” and “IT systems down”, as well as updates on product availability, it added.
They will also be able to access “real-time customer support”, with channel followers able to use the app live chat with the AAH customer care team Monday to Friday 9am-5pm.
It remains unclear when the channel will be launched.
“More time with patients”
AAH stressed that the WhatsApp channel would be a “private and safe way to communicate”.
Digital marketing manager Sophie Ward said that the wholesaler aims to give its “customers as many channels of communication as [it] can”.
Read more: AAH committed to restoring service as delivery issues continue in some areas
She said that the “launch means that customers will be able to spend less time keeping up to date with us and more time with their patients”.
Ms Ward added that the new channel will be “convenient” as customers “will have the freedom to speak to the AAH team whilst away from their desks”.
Delivery delays
Last year, AAH customers took to X, formerly known as Twitter, to complain of delayed deliveries and missing items.
One said that the wholesaler had “missed over 50%” of their deliveries in a month.
Read more: PillTime points to ‘technical challenges’ after patients slam delivery delays
Responding to the issues, an AAH spokesperson told C+D at the time that a “national shortage of commercial drivers” and general “staff shortages” were to blame for the issues.
The wholesaler apologised “for the impact on [its] customers” and said it appreciated their “patience”.
