Staying ahead of the curve when it comes to patient and consumer care isn’t easy in the healthcare landscape. Consumer expectations are evolving, and demand is growing as the population continues to expand. However, as many organisations discover, prioritising CX is the only way to ensure consistent brand loyalty and growth for the future of a business.
Pharmacy2U is an innovator in the healthcare landscape, committed to helping consumers across the UK access the medications they need as conveniently as possible. The first internet-based pharmacy operating in the country, the business introduced an entire community to a more affordable and fast-paced way to have medications delivered to their homes.
Today, more than 600,000 consumers rely on Pharmacy2U to maintain their supply of crucial medication. However, to preserve strong relationships with its audience, the company knew they needed the right CX technology in place. Turning to RingCentral allowed Pharmacy2U to combine UC and CCaaS technology solutions, to ensure they could effectively serve their audience.
Here’s what happened when Pharmacy2U connected with RingCentral.
Overcoming Communications Challenges
Pharmacy2U is no stranger to technology innovation. The company is constantly investing in new solutions to serve its clients, from tools for requesting repeat prescriptions automatically, to mobile apps. Unfortunately, the organisation didn’t always have the best communications tools in place to empower teams, and streamline customer service.
According to Andy Williams, the Director of Clinical and Customer Care for Pharmacy2U, the company receives inquiries from around 40% of consumers every month. Managing these queries without the right communications platform quickly became challenging as the business started to scale. Support advisors were distributed across various platforms, data was siloed, and some team members were still faxing order requests to doctors.
Moving in and out of various communication systems throughout the day created significant inefficiencies for the customer care team. What’s more, the disconnected tools made it difficult to track traffic across the ecosystem, so managers couldn’t allocate resources effectively. The brand found itself simply “reacting” to consumer events, rather than pursuing the proactive and strategic workflows capable of initiating growth.
RingCentral, with its ability to combine Unified Communications and Contact Centre technologies in one platform, appeared as the ideal solution. The RingCentral ecosystem provided Pharmacy2U with a synchronised environment where every employee could connect and serve customers.
Innovating for Better Customer Care
Implementing RingCentral’s streamlined and cloud-based technology had a significant influence on the productivity and efficiency levels of team members. The UC services boosted employee performance and collaboration, while the contact centre tools solved a multitude of customer care issues.
According to Andy, the most significant improvement the company saw when implementing RingCentral, was the ability to pull all of the traffic from different communication platforms into one channel. RingCentral allowed all advisors in the Pharmacy2U team to leverage a single tool for phone calls, emails, online chat, and even fax. The Contact Centre technology gave the business exceptional control and flexibility, and even allowed advisors to engage in multiple chats simultaneously.
RingCentral’s technology even allows Pharmacy2U to prioritise certain chats and messages based on their urgency. What’s more, the reporting and analytics tools built into the platform have helped to drive optimisation efforts and reduce costs. Managers can monitor everything happening in the communication stack in real-time, or look at historical data.