Organizational Background

Medplus is the one of the largest pharmacy retail stores in India. MedPlus was founded in 2006 by
Dr. Madhukar Gangadi. The first MedPlus pharmacy store opened in February 2006 in Hyderabad
and over the last decade has grown into the second largest pharmacy retail chain in the country with
over 1500+ pharmacies throughout India. Medplus today serves over 3,50,000 customers daily and
employs over 10,000 people

The mission of the company is to revolutionize healthcare delivery in India. The vision is to be the
first choice of customers for their health and wellness needs by consistently understanding and
exceeding their expectations. The values of the company are customer centric, honest and fairness,
innovation, commitment to equality and team work.

The organization is into direct competition with the Apollo pharmacy and also with the other rivals
Netmeds, 1mg, pharmeasy. The total number of employees working in the organization is around
30,000. As per the 2017 financial reports of the company, the total revenues of the company were
around US $10 million. It provides services like MedPlusLens, MedPlusMart, MedPlusLab. These
services are guided by theme – quality, convenience, value.

The company, however, faces challenges and these challenges are addressed in the following
sections.

Business Challenges

Some of the key challenges identified in the online business / services are listed below.

Each service like MedPlusLens, MedPlusMart, MedPluslab is provided by three different application.
Therefore, customer who wish to use multiple services need to use different applications to avail the
services. This creates lack of traceability of data among the applications and affects customer
experience and in turn affects customer retention rate and customer satisfaction.

Secondly, business faces increased competition in health care e-retail industry. Also, there is no key
USP which uniquely distinguishes it from the competitor. This makes the business difficult to
penetrate the market since it does have unique USP to gain traction in the market and customer has
more choices with similar value proposition.

In addition to this, online ordering and delivering of medicine is done through MedPlusMart. The
delivery