Scaling Digital Complexity in Pharma: The IBSA Italy Success Story with DROP's Support

In highly regulated sectors such as pharma and aesthetic medicine, digital transformation is not simply a matter of launching an e-commerce storefront: it requires a solid tech architecture, maximum flexibility in B2B/B2C workflows, and an operational infrastructure capable of guaranteeing full regulatory and tax compliance.

The partnership between IBSA Italy and DROP | e-business & love, active for over a year and a half within the IBSA for you ecosystem, demonstrates how combining Commerce Strategy, custom software development, and end-to-end operational management can turn complex channels into strategic revenue drivers on both a national and international scale.

The 2026 results compared to the previous financial year showcase the impact of a fully integrated model designed to sustain growth and enable cross-border expansion.

The Growth Numbers: +60% Net Revenue

Throughout 2026, the e-commerce platform recorded significant acceleration across all key business KPIs, achieving a +60% increase in net revenue compared to the previous year:

• Orders processed: +13% YoY.

• Gross AOV (Average Order Value): +35% increase compared to 2025.

• B2B channel explosion: +170% growth in 2026.

• B2C consolidation: +4% YoY, supported by an optimized purchasing experience and increasingly integrated Digital Marketing strategies.

Performance by Business Unit:

• Pharma Division (B2B + B2C): +66% YoY.

• Derma Division (predominantly B2B): +34% YoY.

Commerce Strategy & Custom FinTech Development: The Evolution of B2B

The sharp surge in B2B volume and average order value stems from a targeted Commerce Strategy focused on digital adoption by healthcare professionals, financial flexibility, and the expansion of the target audience.

1. Driving Digital Adoption Among Healthcare Professionals

At a strategic level, IBSA Italy spearheaded intensive engagement initiatives targeting healthcare professionals to encourage the adoption of the IBSA for you platform. Digital onboarding of healthcare practitioners streamlined traditional order workflows, making restocking faster and more frequent.

2. Custom Digital FinTech: 60-Day Wire Transfers

To lower purchase barriers typical of the B2B pharma channel, DROP’s tech team designed and developed a custom payment feature allowing 60-day bank wire transfers. Directly integrated into the checkout process, this solution provided professional clients with the financial leverage needed to place higher-volume orders, directly boosting Gross AOV.

3. Opening to the Clinics Channel

In parallel, targeted architectural updates were implemented to extend direct sales to clinics and healthcare facilities, allowing IBSA Italy to capture a high-value, high-frequency B2B market segment.

Merchant of Record (MoR) and Compliance in the Health Sector

Selling pharmaceutical and aesthetic medicine products online requires adherence to strict regulatory, privacy, and accounting standards. Acting as the Merchant of Record (MoR), DROP assumes full legal, fiscal, and financial liability for e-commerce transactions, relieving the brand of bureaucratic complexities.

This setup ensures a complete compliance framework, vital for managing direct-to-consumer/business sales and laying the groundwork for future cross-border expansions in international markets with complex healthcare and tax regulations.

Pharma Logistics & Customer Care

Advanced Logistics and Cold Chain Management

To handle increased volumes without compromising delivery standards for Pharma and Derma products, DROP enhanced its logistics capabilities:

• Warehouse Optimization: Reorganized picking & packing workflows to boost daily order fulfillment capacity.

• Express Shipping & Temperature-Controlled Transport: Upgraded rapid shipping services and expanded the network of certified carriers for temperature-controlled transport (Pharma cold chain)—a critical factor in preserving product integrity.

High-Touch Customer Care

In the pharma e-commerce model, support works alongside Digital Marketing to drive conversions: Customer Care managed by DROP acts as an active engagement channel. A significant share of B2C orders is processed and finalized directly by operators, delivering proximity, trust, and empathy throughout the buyer journey.

A Scalable Model for Healthcare Leaders

The success story between IBSA Italy and DROP proves that scaling in Pharma e-commerce requires more than just outstanding products: it demands an integrated Commerce Strategy paired with a partner capable of acting as a Merchant of Record (MoR), combining bespoke software development, stringent compliance, and complex logistics management.

Through an approach focused on operational excellence and continuous innovation, the IBSA for you channel reinforces its position as a benchmark for digital evolution in Pharma & Dermo-aesthetics in Italy.

— 2 October 2026