McKesson Pharmacy Systems and Automation Improves Service, Decision-Making with CRM System
 
 

McKesson Pharmacy Systems and Automation Improves Service, Decision-Making with CRM System

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McKesson Pharmacy Systems and Automation (MPS&A), a division of McKesson Corporation, provides comprehensive pharmacy management system suites and business services to more than 7,000 pharmacies and handles approximately 300,000 service requests annually.

 
 

 
 

Challenges

A word from McKesson Pharmacy Systems and Automation

  • “Oracle’s Siebel CRM is helping us to take our customer service to a whole new level. We can respond faster and more thoroughly to pharmacy customers’ inquiries, expedite service and parts requests, and make more targeted operational decisions utilizing the analytical tools of Oracle Business Intelligence Enterprise Edition.” – Gary Johnson, Vice President , Customer Support, McKesson Corporation

  • Enable efficient pharmacy-system service-order logging and status tracking to reduce call center handling time and ensure responsive service to MPS&A’s pharmacy customers
  • Empower management with a unified view of customer data and targeted trend analysis to enhance decision-making

Solutions

Oracle Product and Services

  • Replaced legacy call center and service order support systems with Oracle’s Siebel Pharma Contact Center and Oracle Business Intelligence Applications for Pharma to enhance MPS&A’s call center capabilities and acquire a comprehensive view of customer data
  • Enabled MPS&A to efficiently process and track pharmacy system service requests and expedite issue resolution
  • Integrated new customer service system with other applications—such as warehouse management—to automate processes, including shipping pharmacy management system parts to customers
  • Enabled customer service representatives to easily access a customer’s complete history to expedite service requests
  • Improved business processes, as well as eliminated processes previously developed as workarounds to limitations in the previous system (for example. interactive voice response overflow auto-creating service requests)
  • Created a single escalation workflow for embedding conditions and outputs to minimize costs and improve operational flexibility
  • Worked with Oracle Platinum Partner eVerge Group to complete the implementation on time and within budget

Partner

  

Resources

Oracle Power's McKesson's Healthcare Technology