Perfex CRM for Pharmacy & Chemist Shops — Customer & Prescription Management

← Back to Perfex CRM Industry Guides

Pharmacy and chemist shop owners in India manage hundreds of customer relationships, prescription histories, supplier accounts, and GST invoices — often without any proper system. WhatsApp reminders are sent manually, prescription refill follow-ups are missed, and supplier payments are tracked in notebooks. Perfex CRM, configured for pharmacy workflows, can automate most of this at a one-time cost.

Why Pharmacies and Chemist Shops Need a CRM

Customer retention: Customers who receive a WhatsApp reminder when their blood pressure medicine or diabetes medication is due for refill come back to your pharmacy instead of going elsewhere. A simple automated reminder — sent 3 days before their prescription runs out — increases repeat customer revenue without any extra effort from your staff.

Operational efficiency: Managing prescription records in paper files or WhatsApp chats means missing refill opportunities, forgetting supplier payments, and wasting time searching for customer history. A CRM centralises all of it — every customer, every prescription, every supplier interaction — in one searchable system your whole team can access.

Step 1 — Customer Records Configuration

Use Perfex CRM's Customers module for all patient and customer records. Add custom fields under Setup → Custom Fields → Customers:

• • Customer Type (dropdown): Regular, Wholesale, Doctor Account, Hospital
• • Doctor Name (text) — referring doctor if applicable
• • Chronic Condition (dropdown): Diabetes, Hypertension, Cardiac, Thyroid, Other, None
• • Preferred Contact Method (dropdown): WhatsApp, Call, SMS
• • Date of Birth (date) — for age-related medication reminders
• • GST Number (text) — for wholesale and business customers

Step 2 — Prescription Tracking

Step 3 — WhatsApp Refill Reminders

Install the WhatsApp integration module on Perfex CRM. When a prescription task approaches its due date, the system automatically sends: "Hi [Name], your [medicine name] prescription is due for refill in 3 days. Reply to confirm and we'll have it ready for you."

When the customer replies, your staff see the reply directly inside Perfex CRM and prepare the order. No WhatsApp juggling between personal phones and no missed messages.

Other useful automated messages:

• • Medicine back-in-stock notifications
• • Seasonal health reminders (monsoon, winter)
• • New product announcements to wholesale customers
• • Festival offers and discount notifications

Step 4 — Supplier Management

Add each supplier as a Contact in Perfex CRM with company details, contact person, phone, email, and product categories they supply. Track purchase orders as Expenses against each supplier record.

Create recurring tasks for: monthly statement reconciliation per supplier, payment due date reminders, and stock reorder reminders for fast-moving items. Use Perfex CRM's Notes to log every supplier interaction — price negotiations, delivery issues, special payment terms.

Step 5 — GST Invoicing for Indian Pharmacies

Go to Setup → Taxes and configure your GST rates:

• • GST 0% — essential medicines (nil-rated)
• • GST 5% — most generic medicines
• • GST 12% — certain medical devices
• • GST 18% — health supplements and cosmetics

Create Products/Services items for your common medicine categories with the correct GST rate pre-applied. When billing, select the items — GST calculates automatically. Enable e-invoice fields if your annual turnover exceeds ₹5 crore.

Cost Comparison

One-time investment, no annual renewals, and you own the software and all customer data completely.

Frequently Asked Questions