HKCare Case Study: How S-Visor Improved Retail Pharmacy Efficiency

In today’s competitive healthcare and retail pharmacy market, scaling is both an opportunity and a challenge. Customers demand personalized service, quick fulfillment, and consistent product availability, while executives need accurate, real-time data to make decisions. Yet, many pharmacy chains remain stuck with fragmented systems and manual reporting processes that slow them down.

This was exactly the situation faced by HKCare, a rapidly expanding pharmacy chain in Vietnam with more than 50 branches nationwide. The company had grown impressively, but its operational model was lagging behind. Reports were delayed, insights were shallow, and managers had little visibility into what was happening on the ground.

To move forward, HKCare needed more than incremental change. It needed a data transformation journey. That journey began with the adoption of S-Visor, an AI-powered Business Intelligence (BI) platform developed by Sphinx, designed to turn data into decisions.

The Situation: Growth Outpacing Systems

Expansion often magnifies inefficiencies. As HKCare opened more branches, the volume of operational data skyrocketed. Sales transactions, inventory records, customer interactions, and staff performance data were flowing in from dozens of locations, yet the process of compiling and analyzing them remained painfully manual.

• Time-consuming reporting: Technical staff spent hours consolidating spreadsheets from multiple sources. Weekly reports required significant human effort, leading to fatigue and errors.
• Delayed insights: By the time reports reached store managers or executives, the data was already outdated, limiting its usefulness for decision-making.
• Fragmented visibility: Leaders couldn’t see the whole picture across branches, which made it hard to detect underperforming outlets or inventory risks.
• Operational strain: Store managers lacked actionable insights and were forced to rely on instinct or delayed guidance from headquarters.

This “data chaos” created a serious barrier to agility. For a company aiming to deliver reliable, high-quality pharmacy services across Vietnam, these inefficiencies threatened growth, customer satisfaction, and even profitability.

The Solution: Modernizing Decision-Making with S-Visor (AI Agents developed by Sphinx team)

HKCare’s challenges were clear: manual reporting drained time, fragmented data slowed decisions, and managers lacked visibility. To address these pain points, the company deployed S-Visor, an AI-powered BI platform designed to turn operational complexity into clarity.

Tackling the Reporting Bottleneck

Problem: Weekly reports required hours of manual data consolidation from multiple branches, leading to fatigue, errors, and delays.
Solution with S-Visor:

• Automated integration of data from sales, inventory, and customer systems.
• Standardized templates that generated reports in minutes, not hours.
• Custom scheduling that delivered insights at fixed times, without human intervention.

Impact: Reporting time fell by 85%, freeing IT staff to focus on innovation instead of routine tasks.

Breaking Down Data Silos

Problem: Branch-level performance data was fragmented, preventing executives from seeing the bigger picture.
Solution with S-Visor:

• Unified dashboards gave real-time visibility across all 50+ branches.
• Managers could drill down by region, product category, or even individual staff performance.

Impact: Decision-making shifted from reactive firefighting to proactive performance management.

Empowering Store Managers with AI Insights

Problem: Non-technical managers struggled to extract insights from complex datasets, relying heavily on IT teams.
Solution with S-Visor:

• Natural language query: managers could type questions like “Which products are underperforming in District 3 this week?”
• AI-driven recommendations suggested actions, such as boosting stock for bestsellers or adjusting staff schedules.

Impact: Store managers became more independent, confident, and agile in responding to daily challenges.

Detecting Risks Before They Escalate

Problem: Without real-time monitoring, issues like stockouts or revenue drops were identified too late.
Solution with S-Visor:

• AI anomaly detection flagged unusual patterns like sudden inventory depletion or declining branch sales.
• Alerts were sent instantly to supervisors, enabling timely intervention.

Impact: HKCare prevented losses, optimized inventory, and improved customer satisfaction.

Building a Scalable Decision Framework

Problem: Rapid expansion risked creating inconsistent performance and reporting standards across branches.
Solution with S-Visor:

• Role-based dashboards customized for store managers, regional supervisors, and executives.
• A consistent framework for monitoring KPIs across the organization.

Impact: HKCare established a scalable, standardized model that supports sustainable growth.

The Results: Tangible Impact in Just Two Months

What makes the HKCare transformation remarkable is not just the speed of implementation, but also the breadth of measurable outcomes. Within only two months of deploying S-Visor, HKCare was able to realize improvements across four critical dimensions: efficiency, customer experience, workforce empowerment, and business growth.

1. Efficiency Gains: 85% Reduction in Reporting Time

Before S-Visor, weekly reports consumed hours of manual consolidation by IT staff. With automation and integrated dashboards, the time spent dropped by 85%.

• Operational impact: Reporting that once took days could now be completed within minutes.
• Resource reallocation: Technical staff were freed from repetitive data tasks and redirected to strategic initiatives, such as system optimization and digital projects.
• Decision speed: Executives and managers no longer waited for lagging reports, they could act on live data, ensuring faster responses to operational issues.

2. Customer Loyalty: 32% Increase in Repeat Customer Rate

The ripple effect of better operations was most visible in customer behavior. With real-time inventory visibility and proactive stock replenishment, HKCare reduced “out-of-stock” scenarios and improved service consistency.

• Customer trust: Customers knew that when they visited HKCare, their preferred products would be available.
• Personalized service: Insights into purchase patterns enabled staff to recommend relevant products, enhancing the customer experience.
• Financial outcome: A 32% increase in repeat customers translated into steady revenue growth and stronger brand loyalty.

3. Workforce Empowerment: 100% Adoption by Store Managers and Supervisors

Unlike many BI tools that face adoption hurdles, S-Visor’s user-friendly interface and natural language reporting led to immediate acceptance.

• Ease of use: Store managers could query performance in plain language and receive clear, contextual insights with no technical background required.
• Decision confidence: Managers were no longer dependent on IT teams; they could take ownership of decisions backed by real-time data.
• Cultural shift: Data became part of the daily routine, fostering a culture of accountability and continuous improvement across all 50+ branches.

4. Business Growth and Strategic Agility

The combination of efficiency, customer loyalty, and empowered managers drove broader strategic advantages:

• Revenue protection: Early detection of anomalies (e.g., unusual inventory patterns or declining branch revenue) prevented losses before they escalated.
• Scalability: With centralized data and standardized dashboards, HKCare created a scalable model to support future expansion.
• Competitive edge: By modernizing its decision-making process, HKCare positioned itself ahead of competitors still relying on manual reporting.

Thought Leadership: Lessons Beyond Pharmacy

HKCare’s success with S-Visor illustrates how AI-driven business intelligence can do more than solve operational issues. It can reshape how entire industries approach decision-making. The case offers lessons that go far beyond the pharmacy sector.

• From fragmented to connected data: HKCare proved that once businesses unify their data, they gain the agility to respond faster and with greater accuracy. This principle applies equally to retail, manufacturing, and finance.
• From efficiency to scalability: What started as a way to streamline reporting quickly evolved into a scalable model that supports long-term growth. Any organization facing expansion challenges can learn from this approach.
• From human effort to human insight: S-Visor shifted the workload from manual tasks to strategic thinking, showing how AI should complement, not replace, human expertise.
• From solving today’s problem to shaping tomorrow: By adopting AI-powered BI early, HKCare is not only optimizing operations today but also building resilience for future market shifts, a mindset relevant to all industries.

This progression from data clarity to future readiness shows why S-Visor is not just a pharmacy solution but a blueprint for digital transformation across sectors.