Case Study: TerryWhite Chemmart

TerryWhite Chemmart Toowong’s Digital Transformation with FutureShelf's ESL Solution

Background

TerryWhite Chemmart is one of Australia's leading community pharmacy networks, with more than 600 stores across the country. The TerryWhite Chemmart Toowong in Queensland was chosen as the pilot store for the implementation of FutureShelf’s Electronic Shelf Label (ESL) solution.

Solution

• FutureShelf’s 10-year partnership with Hanshow Technology provided the perfect solution for TerryWhite Chemmart. FutureShelf offered Australian expertise and support, while Hanshow delivered award-winning ESL technology.

• The entire TWC Toowong store was fitted with Hanshow Nebular Electronic Shelf Labels (ESLs), featuring a red/white/black display. FutureShelf managed the store installation over two nights to ensure minimal disruption to shop operations.

• An existing integration between FutureShelf and Last Yard, TerryWhite Chemmart’s in-store marketing automation platform, enabled the connection between the POS and the ESL system.

• A range of engaging label templates clearly signalled catalogue offers, time-limited weekly promotions, and everyday value products.

Reasons for Implementation

• Like many retailers, TerryWhite Chemmart found executing their program of promotional price changes to be extremely manual and time-consuming.

• With a three-week catalogue cycle, which could take up to two days to implement, as well as additional strategic price changes, it was a heavy workload for staff to complete. This increased pressure on staff was taking away from the high level of customer service they were known for.

• Misalignments between the POS and the shelf (a common problem with manual price implementation) was another issue to address.

As such, TerryWhite Chemmart sought a better solution to ensure price and stock accuracy, timely price change execution, and free up staff to better support customers.

Outcomes

• The implementation of FutureShelf’s ESL solution resulted in significant time savings. A task that took two employees two days to complete now requires no interaction from staff on the shop floor, reducing catalogue product roll-outs from up to 32 hours to just minutes.

• The efficiencies in stock management have been a welcome outcome, streamlining product lookups, out-of-stock messaging, and restocking.

• The positive effect on staff morale has been notable, allowing them to focus on tasks that utilise their expertise, increasing job satisfaction, and reducing work-related stressors.

Since the successful pilot at TerryWhite Chemmart Toowong, the Electronic Shelf Label (ESL) solution has begun to roll out across the TerryWhite Chemmart Pharmacy Network. The feedback from pharmacy owners and their teams has been overwhelmingly positive. They have praised the ESL system for its efficiency, accuracy, and the significant time savings it provides. The seamless integration with existing systems and the reduction in manual tasks have allowed staff to focus more on customer service, enhancing the overall shopping experience.

The positive impact on staff morale and operational efficiency has been a standout benefit, making the ESL rollout a resounding success across the network.

Testimonials

Testimonials from TerryWhite Chemmart owners, following the roll out of the solution to the wider pharmacy network.

Scott Wilkes, Pharmacy Owner | TWC Bannockburn, VIC

"The biggest difference has been my staff morale. They are a lot happier, especially not having to spend hours on paper ticketing. Performing price updates from TWC is super-fast via Last Yard. It takes only a couple of minutes to perform the price updates, and we simply press 'refresh POS' and our electronic labels are updated accordingly".

Brad Smithson, Pharmacy Owner | TWC Chester Pass Albany, WA

"We’ve saved countless hours each week, improved stock management, and created a seamless pricing experience for both our team and customers. While the upfront investment is significant, the return in time savings, pricing accuracy, and operational efficiency makes electronic shelf labels an easy decision for any pharmacy looking to improve workflow and customer focus".

Svejtlana Conn, Pharmacy Owner | TWC Gasworks, QLD

"Implementing electronic shelf labels has been a game changer for our efficiency, saving us at least 10 hours a week. No more misplaced or outdated tickets—our shelves are now clean, accurate, and always up to date. The time saved has allowed us to focus on what really matters: engaging with customers and enhancing their experience".

Maria Keskeridis, Pharmacy Owner | TWC Stanhope Gardens, NSW

"The team LOVE, LOVE, LOVE the ESLs! It’s also taken a huge weight off their shoulders—no more stress over pricing errors or awkward conversations with customers about mismatched prices. Everything is always accurate and up to date. Our stock control team is just as thrilled. The labels make their jobs much easier, cutting down on frustration and saving them time in their day-to-day tasks".

Zolton Toskov, Pharmacy Owner | TWC Parkdale, VIC

"As Pharmacy is evolving and becoming more focused on professional services and consultations, we should be embracing technology that will improve efficiencies and allow us to spend more time with our customers. ESL’s are the future and it just a matter of time before it is adopted across all retail environments".