Trademark Brand Protection for Online Pharmacy Association

Member companies of the Canadian International Pharmacy Association (CIPA) are reputable mail order online pharmacy businesses that have built credibility over the span of 20 years. Our association's Certification Mark (CIPA Seal), which appears on every CIPA member website, is recognized as a guarantee of safety for prescription mail order/distance dispensing. Currently, only 63 websites that are authorized to display the Seal.  The CIPA Seal is so recognizable and respected that there are rogue pharmacy operators that make unauthorized use of it by placing it on their websites and tricking people who may think these are CIPA safe pharmacy websites. This is an abuse of our registered trademark and can cause reputational damage to our brand. The purpose of this project is to identify the unauthorized use of the CIPA name and take action against violators. This will involve identifying misuse, determining who can remove the offending content, and issuing notices to take action. 

Customer Care Analysis

We are an industry association of online pharmacy businesses that dispense pharmaceuticals and maintenance medications from licensed pharmacies upon receipt of a valid prescription. Our organization's reputation is built on extensive Standards of Practice and Policies that are layered on top of the regulation of pharmacy where our member businesses operate. The purpose of this project is to assess the phone and online chat procedures of each member business to ensure that frontline agents instill confidence with customers and have information to share that supports the reputational elements of the Association. The project requires the development of a caller script to address the scope of the information being sought, and then 'secret shopping' calls to be placed to each of the member websites. no purchases will be made by the interns. Depending on the depth of the script that is developed, more than one call to each member may be necessary to obtain all information.

Customer Care Analysis

We are an industry association of online pharmacy businesses that dispense pharmaceuticals and maintenance medications from licensed pharmacies upon receipt of a valid prescription. Our organization's reputation is built on extensive Standards of Practice and Policies that are layered on top of the regulation of pharmacy where our member businesses operate. The purpose of this project is to assess the phone and online chat procedures of each member business to ensure that frontline agents instill confidence with customers and have information to share that supports the reputational elements of the Association. The project requires the development of a caller script to address the scope of the information being sought, and then 'secret shopping' calls to be placed to each of the member websites. no purchases will be made by the interns. Depending on the depth of the script that is developed, more than one call to each member may be necessary to obtain all information.

Customer Care Analysis

We are an industry association of online pharmacy businesses that dispense pharmaceuticals and maintenance medications from licensed pharmacies upon receipt of a valid prescription. Our organization's reputation is built on extensive Standards of Practice and Policies that are layered on top of the regulation of pharmacy where our member businesses operate. The purpose of this project is to assess the phone and online chat procedures of each member business to ensure that frontline agents instill confidence with customers and have information to share that supports the reputational elements of the Association. The project requires the development of a caller script to address the scope of the information being sought, and then 'secret shopping' calls to be placed to each of the member websites. no purchases will be made by the interns. Depending on the depth of the script that is developed, more than one call to each member may be necessary to obtain all information.