BIG Caring selects SAP on AWS to unify pharmacy operations

BIG Caring Group has selected RISE with SAP on Amazon Web Services (AWS) to support a unified approach to managing its retail pharmacy operations across Malaysia.

The group, which was formed from the merger of BIG Pharmacy and Caring Pharmacy, currently operates over 500 stores nationwide, making it the largest retail pharmacy chain in the country. This strategic decision marks an acceleration of its digital transformation journey by integrating core processes—such as inventory, procurement, customer relationship management (CRM), and finance—into a single cloud-based platform.

Malaysia's pharmacy retail sector has seen growth rates close to 10% per year, attributed to consumer demand for convenience and smarter healthcare options. According to analysis by Ken Research, digitalisation and operational efficiency have become priorities for retail pharmacies, both to remain competitive and to address rising customer expectations. The adoption of cloud technologies is becoming more prevalent across Asia Pacific, enabling pharmacies to personalise services, optimise inventory in real time, and streamline backend processes.

The formation of BIG Caring Group followed the 2023 merger of BIG Pharmacy Healthcare and Caring Pharmacy Group. The digital transformation initiative began in 2019, when Caring Pharmacy identified limitations with its legacy on-premise enterprise resource planning (ERP) systems. Challenges included capacity bottlenecks and complicated data operations that hindered collaboration and store network expansion.

To address these challenges, Caring Pharmacy introduced SAP S/4HANA Retail in 2021, aiming to improve functions such as supply chain management, inventory oversight, and CRM. The subsequent merger with BIG Pharmacy brought added complexity due to the increased number of outlets and operational divisions, prompting the need for an even more robust, integrated solution.

The new initiative seeks to consolidate data and streamline processes across the expanded group. Ooh Chin Boon, Chief Information Officer at BIG Caring Group, stated, "Integrating our diverse retail operations onto a unified cloud platform is a crucial milestone for us. We have selected RISE with SAP on AWS to help us access more accurate and comprehensive data across the entire group, so that we can respond with more agility to customer demands and supply chain volatility. This strengthens our capacity to deliver enhanced customer experiences and future proof our business."

The transition to RISE with SAP on AWS enables BIG Caring Group to bring together data from all its stores and departments, supporting a single, cohesive operational environment. Centralising processes such as inventory management, procurement, financial tracking, and customer engagement is expected to reduce manual workload, cut operational costs, and improve decision-making efficiency.

The adoption of a cloud infrastructure also provides the flexibility needed to scale operations in response to shifting market dynamics. With AWS's presence and infrastructure within the region, the group can more easily adapt to changes in customer behaviour and evolving retail trends.

The move places BIG Caring Group in a position to adopt advanced technologies in the near future. The digital platform not only supports current operations but also paves the way for the implementation of new tools, including Generative Artificial Intelligence (AI) and predictive analytics, for improved forecasting and customer service.

Vipin Chandran, Managing Director of SAP Malaysia, commented, "SAP Business AI is a huge enabler of automation and innovation for our customers, and being in the cloud is the first step to unlocking its full potential. I'm excited that BIG Caring Group has selected RISE with SAP on AWS to drive their transformation goals. With the group's massive scale of operations in the country, there is so much opportunity that we can uncover together and reimagine retail experiences in Malaysia."

BIG Caring Group plans to leverage the platform's AI-driven features to optimise inventory management with real-time analytics for demand forecasting, enhance customer engagement with tailored experiences, and achieve improved operational efficiency. The incorporation of Internet of Things (IoT) solutions and machine learning aims to further refine supply chain workflows and minimise business disruption.

By adopting RISE with SAP on AWS, BIG Caring Group intends to create a foundation for both current operational coherence and future growth opportunities, aligning with industry trends towards data-centric and technology-enabled retail service delivery.