Customer Call Management
Managing customer calls is vital to a well-functioning pharmacy. PKon IVR allows you to manage all aspects  of customer calls, 24 hours a day, 7 days a week, from messaging to inquiring of prescription status, to forwarding of phoned-in refills directly to the PKonRx Refill Queue. Directly integrated with PKonRx, IVR provides you with the "always on" technology that more and more customers are becoming to expect from their pharmacy.
Increased Customer & Physician Satisfaction
IVR increases satisfaction for customers and physicians alike:
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Allows customers to order refills or check refill status by phone when the pharmacy is closed |
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Easy pass-through for customers who want to speak to the pharmacy directly |
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Physician mailbox |
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Voicemail and messaging |
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Automatic store hours and holiday closing notices |
Reduce Costs and Improve Productivity
Over one year's time, answering customers' refill calls can dramatically add up, decreasing productivity and taking away valuable pharmacist-patient counseling opportunities.
How much time? Using the following typical pharmacy data, one can easily see that handling refills by phone can add up to 540 hours per year!
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180 Rx's per day with 50% being refills |
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80% of these refills being phoned-in (90 x .80 = 72 refills per day phoned-in) |
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Each phoned-in refill taking 90 seconds (72 x 90 = 6480 seconds or 108 minutes per day) |
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Pharmacy open 300 days per year (300 x 108 = 32,400 minutes/year or 540 hours!) |
And the cost associated to handle these calls? Using an 80/20 ratio, with pharmacy technicians handling 80% of the phoned-in refills, the labor costs for one year alone could exceed $10,000*!
Implementing IVR could easily reduce call volume by up to 50% creating a quick and measureable Return on Investment (ROI), allowing you to spend more time with your customers!
Click on the brochure link for additional information. If you still have questions, contact us today for a personal response.
*Based on pharmacy technician wage of $12.75/hour and RPh wage of $48.53/hour.
 Click here for the IVR brochure
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