harmacy Case Studies

OVERVIEW
A national drug store/pharmacy chain was looking for a flexible, cost effective and HIPAA compliant communication tool to contact their pharmacy customers. The goal was to increase prescription pick-up, thus reducing the costly percentage of returned to shelf (RTS) prescriptions.

STRATEGY
MarkeTouch Media uncovered two specific groups: those customers whose prescription had just been filled, and those whose prescriptions would be returned to shelf within the next 2-3 days. Both the Prescription Ready Notification and Return to Shelf Reminder campaigns drove customers to their local pharmacy through friendly, customer service-focused Voice Messaging.

ACTION PLAN
MarkeTouch Media created customized scripting for each pharmacy, which included the pharmacy’s location and telephone number. Customers with newly filled prescriptions were notified that their prescription was ready for pick-up, while creating a positive customer experience. Those customers who did not pick-up their prescription by the fifth day received a reminder Voice Message with a more urgent tone. MarkeTouch Media delivered Voice Messages to both “Machine Devices” & “Live Answers” and redialed “Busy” and “No Answer” dispositions one hour after the initial attempt, in an effort to increase the
number of customers receiving a Voice Message. Additionally, the pharmacy required a system to capture the telephone numbers of customers who wished to opt out of receiving these customer service calls, in order to meet TCPA compliance guidelines. MarkeTouch Media created an Interactive Voice Response (IVR) “Opt Out’ application for the client. The pharmacists were given a toll-free telephone number to dial and simply by inputting the customers’ telephone number via the phone’s key pad the number was captured and immediately/automatically added to the pharmacies’ Do Not Call suppression list.

BENEFITS/RESULTS
With prescription drug sales tripling over the last decade, pharmacist shortages and HIPAA compliance regulations, pharmacies are faced with new operational challenges every day. Through the use of IVR MarkeTouch Media was able to implement an automated, replicable solution to fulfill the pharmacies’ need to meet compliance regulations. And with the help of MarkeTouch Media Voice Messaging, the drug store chain decreased RTS prescriptions by up to 50%, proving once again that there is nothing more persuasive than the
human voice.

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Case Study

Case Study 34

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