How TerryWhite Chemmart built a self-service culture across its pharmacy network with YOOBIC

The TerryWhite Chemmart story

TerryWhite Chemmart runs on a franchise model. Around 630 pharmacies trade under one brand, and more than 600 of them are locally owned.

That means Central Operations can’t simply mandate compliance. Its job is to make sure every pharmacy has the tools, instructions, and information to execute well on its own.

Before the AI Assistant, that information was scattered across the intranet, old email threads, and individual inboxes. Pharmacy teams were left guessing where to look.

So the questions came to head office instead.

The Central Operations and Partner and Customer Support teams fielded thousands of tickets, many with simple, repeatable answers. How do I do a price review? When is the next catalogue out? Where do I find the promotional file?

In the field, Business Development Managers (BDMs) regularly came out of a store visit to 12 missed calls, then spent hours calling stores back and sending PDFs.

Head office also had no real-time view of what stores were struggling with. Knowledge gaps only surfaced once they had already turned into support tickets.

TerryWhite Chemmart needed a faster way to get the right information to every pharmacy, without a phone call or a ticket.

Root causes identified:

• Operational knowledge spread across the intranet, email threads, and individual inboxes
• No single source of truth for more than 600 locally owned pharmacies
• High ticket volumes for questions with simple, repeatable answers
• Field teams pulled into callbacks and manual follow-ups after store visits
• No real-time view of the topics stores struggled with
• No fast way to reach the whole network during a live issue such as a system outage

Selecting YOOBIC

TerryWhite Chemmart already used YOOBIC to communicate with its pharmacy network.

Adding YOOBIC’s AI Assistant turned that platform into the first place stores go for an answer. The goal was simple: one trusted source for every store question, available the moment someone asks.

The assistant answers only from knowledge TerryWhite Chemmart has approved and uploaded, never the open internet. Every response links back to a source document, so what a store gets back is something Central Operations stands behind.

YOOBIC enabled TerryWhite Chemmart to:

• Give every pharmacy instant, plain-language answers from approved policies, procedures, and training materials
• Link every answer to its source document so teams can verify it and go deeper
• Raise support tickets inside the conversation, routed straight into Zendesk
• Push live updates to the whole network during an outage, and remove them once resolved
• See which topics stores ask about most, and close documentation gaps early

The team named the assistant Carey and rolled it out across the pharmacy network in eight weeks.

On 5 August 2026, Laura Rohan-Webb and Abbey Macfarlane shared the results at the YOOBIC Retail Intelligence Tour in Melbourne. Watch their session to see how TerryWhite Chemmart built a self-service culture across its pharmacy network.

The line that they “already used YOOBIC” comes from Dave’s quote, where he says Carey turned YOOBIC “from a communications platform” into an operations assistant. Laura’s franchise quote stays straight after the root causes, the same place the Morrisons page puts its quote.

How they did it

1) Give every pharmacy one trusted source of answers

Previously, an answer might live on the intranet, in an old email thread, or in someone’s inbox.

With YOOBIC, Carey pulls answers only from TerryWhite Chemmart’s own approved knowledge, including policies, procedures, and training materials. It replies in plain language and links back to the source document, so teams can check the detail when they need to.

Every pharmacy now gets the same accurate answer, wherever it is. Stores stop searching, hunting, or waiting on a callback.

2) Build ticketing into the conversation

When a question does need a person, stores raise a support ticket inside the conversation with Carey.

The ticket flow connects directly to Zendesk, so there’s no separate login or form. It lands straight in the support queue.

This keeps the support team focused on the questions that need them, while everything else gets answered instantly.

3) Make self-service the first instinct

Getting more than 600 locally owned pharmacies to change their habits took deliberate effort.

At Leaders Academy events in Queensland and Victoria, the message to store leaders was direct: everything you need is at your fingertips.

The team set a clear order for every query:

• Search first
• Ask Carey second
• Submit a ticket third

Only then should a query need to reach the Operations team.

4) Turn store questions into operational insight

For the first time, Central Operations could see what stores were asking, as they asked it.

In the first two months, four themes dominated:

• Campaign execution
• Pricing and processes
• Training and staff administration
• eCommerce and delivery operations

A spike of questions on one topic usually points to a missing process document, a training gap, or a module that needs updating. The team now spots those gaps forming and closes them before they turn into a wave of tickets.

5) React to live issues in real time

Previously, responding to a live issue meant a manual scramble to reach more than 600 pharmacies.

With Bot’s Knowledge, nicknamed “Carey’s Pocket,” the team can feed the details of an issue such as a system outage into Carey almost immediately.

A store searching for why it’s seeing a blank screen gets an instant explanation. Once the issue is resolved, the information comes back out just as quickly.

The whole network gets the update without a single phone call.

The YOOBIC effect

By giving every pharmacy one trusted place to find answers, TerryWhite Chemmart moved from a reactive support model to a self-service one.

Ticket volume into the centralized support team dropped straight away. The support team now spends its time on the harder work only it can do, and self-service took hold in stores faster than expected.

In the field, BDMs no longer leave a store visit to a backlog of missed calls. The answer to most questions is now simply: ask Carey.

At the same time, Central Operations gained a real-time view of where stores need support, so it can close knowledge gaps before they turn into tickets.