Case Study: Pharmacy Benefits Management Company

Solution: Salesforce App Cloud & Service Cloud

Pharmacy benefits management company that helps people get the medicine they need to feel better and live well.

Need:
Client was experiencing service interruptions due to excessive system use and architectural deficiencies of QuickBase solution. The service team’s system was slow and required duplicate data entry at multiple touch points. This lead to moral issues among service team members and customer discontent. The company’s sales data was projecting continued growth which indicated the call centers would experience increasing strain on resources.

Approach:
Demand Chain implemented Service Cloud to replace the aging and low performing QuickBase solution. Demand Chain incorporated a standardized process to empower call agents while eliminating slowdowns and stoppages. Demand Chain developed API REST based integrations to the existing back-office systems and intranet systems. Native Salesforce account and contact records were used to help streamline customer lookups. Call tracking solutions were developed to log customer interactions, incorporating a phone system integration and custom object solution in Salesforce.

Result:
Reporting for the entire organization became more streamlined. Client’s service team realized an immediate improvement in system accessibility and responsiveness. Time to resolution metrics improved, and customer experience heightened. The customer service team was more informed due to the quick nature of the system. Experienced greater improvement in system scalability, and ease of onboarding during peak season.

Example: 220% improvement in resolution time and eliminated system timeouts

OVERVIEW

Need: Client was experiencing service interruptions due to excessive use and architectural deficiencies of QuickBase solution.

Approach: Implemented Service Cloud to replace the aging and low performing QuickBase solution.

Result: Reporting for the entire organization became more streamlined. Client realized an immediate improvement in system accessibility and responsiveness. Time to resolution metrics improved, and customer experience heightened.

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