A Leading Pharmaceutical Company · Pharma & HealthcareChannel Loyalty

How a leading pharma company brought automated verification to retailer incentive claims at scale

A leading pharmaceutical company was managing retailer incentive claims through manual, paper-based processes, making invoice verification difficult to scale across its nationwide retailer network. Xoxoday Loyalife introduced self-serve digital claims with OCR-based invoice verification and automated checks for duplicate, invalid, or mismatched claims - creating a more controlled path from claim submission to reward approval.

Company profile

Industry
Pharma & Healthcare
Program
Channel / Retailer Loyalty
Region
India
Use case
Channel Loyalty
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Capabilities used

Claims Capture

OCR-based claims capture

Retailers submit invoice images through the app instead of relying on manual entry. OCR reads the invoice and creates a digital claim for verification, with recognition accuracy improving over time.

Verification

Automated claim validation

Claims are automatically checked for duplicate invoices, invoices linked to another retailer or purchase, and invalid invoices before a reward is paid, giving the business a consistent and traceable verification process.

Program Configuration

Scheme-based reward configuration

Incentive rules can be configured by scheme, allowing the program to accommodate different reward structures across products and regions rather than relying on a one-size-fits-all model.

The challenge

A high-volume retailer program needed a reliable verification layer

The company's retailer network spans pharmacies, chemists, and wholesalers across India. Incentive claims were being logged and checked manually, making it difficult to consistently verify invoices before rewards were paid.

At the same time, the program needed to support different incentive structures across products and regions. Without a configurable system, managing these variations added operational complexity.

  • Manual claim verification - Retailer invoices had to be checked manually, with no automated mechanism to identify duplicate, invalid, or mismatched invoices before payout.
  • Complex incentive structures - Reward rules varied by scheme and needed to adapt to different product and regional requirements.
  • Limited network visibility - The business needed a consolidated view of its eligible retailer base, including who had onboarded, adopted the app, and started participating in the claims program.

The solution

A digital claims pipeline built around verification

Xoxoday Loyalife gave the company a self-serve retailer app that moved claims from manual submission to a structured digital workflow - from invoice capture through verification and reward approval.

  • Retailer network visibility: a consolidated view of the eligible retailer base gives the business greater visibility into onboarding and engagement, replacing scattered registration records with a single program-level view.

The results

26,154 claims moved through an OCR-verified workflow

The program established a digital claims pipeline across a large and diverse retailer network. Of the eligible base, 6,148 retailers submitted at least one claim - of which 62.8% were approved, 20.5% were rejected through automated checks, and 16.7% remained pending.

Rejected claims were automatically flagged with specific reasons, including duplicate invoices, invoices linked to another retailer or purchase, and invalid invoices - giving the business a traceable reason for each rejected claim instead of a generic rejection outcome.

1,42,290+

Eligible retailers onboarded

18,209

App downloads

87.22%

Download-to-login conversion

26,154

Claims uploaded and OCR-verified

Business impact

More control over what gets rewarded

By digitizing retailer claims and introducing OCR-based verification and automated validation, the company created a more structured way to manage incentive claims at scale. With the claims infrastructure in place, the company can continue expanding retailer participation and simplifying claims management across its eligible network.

  • Greater verification control - Claims can be checked for common invalid or duplicate scenarios before rewards are approved.
  • Better traceability - Rejected claims carry specific reasons, giving the business clearer visibility into why a claim did not qualify.
  • More scalable administration - Digital claim capture reduces dependence on manual entry as the retailer program grows.
  • Flexible program management - Scheme-based reward configuration allows different incentive structures to be managed within the same platform.