Verification: 01ab39b8b6786c61
Call Our Team: 218.286.4006
CH Consulting Group Mobile Logo
Contact Us

CHCG Case Study

Bridging the Technology Gap

An independent national pharmacy partnered with CH Consulting Group to optimize its contact center people, processes and technology to support rapid company growth.

$200,000

In Annual Savings

3,900

Annual Hours Saved

2 Years

ROI Was Realized

CASE STUDY DETAILS

Project Summary:

An industry disruptor founded in 2003, the organization is redefining the pharmacy experience, acting as a trusted liaison between the patient, doctor’s office, drug manufacturer and insurance provider. At issue were two main questions:

1) What technology currently in place could the company better optimize for future needs? 

2) What new available technology would be able to grow with the company as it increases market share?

CASE STUDY DETAILS

Project Challenges:

  • Heavy reliance on manual reporting
  • Multiple, autonomous systems
  • Insufficient data available to guide business critical decisions
  • Voice platform not configured for call routing, skilling, agent level data capture
  • Lack of process measures to make improvements
  • Current CCaaS platform lacked sufficient outbound capabilities

PLAN OF ACTION

Project Solution:

CH Consulting Group outlined how technology optimization and/or investment in new technology could help move the company from the current state to a desired future state that would support growth.

THE OUTCOME

1. Project Results

Optimize Current Tech Stack:

This helped the client optimize their current technology stack by designing and implementing an:

  • RPA pilot
  • Centralizing PMO & Vendor Management
  • Evaluating a New Platform for Operational KPI Management.

THE OUTCOME

2. Project Results

Implement New CCaaS:

CHCG recommend a new CCaaS platform based on client goals and industry standards. This would include evaluating new feature sets and integration considerations with pharmacy management software, as well as: 

  • RFP
  • CCaaS Performance Specs
  • Vendor Selection
  • Deployment Support

Download The Full Case Study Here

Contact Center Service List

Contact Center Technology
Contact Center Operations
Customer Experience
Contact Center Assessments

Quick Links

Learn More About Us
Why CHCG
Resources
Contact Us

Copyright © 2024 CH Consulting Group. All Rights Reserved.

Privacy Policy