In an era of technology defined by “one-click” ordering and overnight delivery, it seems that speed is the most important standard in today’s business practices. More businesses, however, are realizing that a positive experience and human interaction can go a long way toward customer satisfaction and longevity.
Although consumers may request more electronic means of shopping, technology can’t replace the impact of a conversation. As commerce becomes swamped with robots and scripted voice prompts, sometimes it’s refreshing to communicate with a real person.
Because independently-owned pharmacies aren’t bound by corporate “red tape,” they are not limited to solely dispensing. Some patrons may want a “vending machine” transaction from their pharmacy, but patients who are active in their own care management will look for others who show equal concern for their wellbeing.
Technology may have a reputation for limiting human interaction, but innovative pharmacists are using it to strengthen patient communication. A pharmacy’s management system can be considered the “heart” of its practice; everything from workflow to patient records is managed within this software. Not all conversations may take place inside the pharmacy, but community pharmacists are extending their care beyond the counter with tools like IVR and delivery that are available in conjunction with their software.
At PioneerRx, we believe our pharmacies’ success, in part, depends on our ability to offer software support. To ensure our users’ efficiency, we work diligently to keep our response times as minimal as possible. (Why can’t you have speed and high-quality support?) After you submit a call request, the first available Account Manager will usually respond within one minute. We believe call requests are the more efficient method of customer support to spare you the on-hold music and allow you to continue working without being tethered to a phone as you wait.
Sometimes, we proactively reach out to our customers if we notice potential issues within their workflows. These Success Calls pinpoint issues like rejected claims or unreceived invoices. We also remind our users about our annual conference and other exciting services that will help them become better care providers within their communities. Last year alone, we initiated 20,000 Success Calls with PioneerRx users. We build relationships with our pharmacies through ongoing communication, instead of reaching out only when problem areas arise.
We’re only as prosperous as our pharmacies. You want your patients to be informed, assured, and functioning at their best. We want the same for our software users.