Ordering Pharmaceuticals via Interactive Voice Response (IVR)

The demand for prescription medicines for any number of mental and physical ailments means an increase in customer interaction for you and your pharmaceutical staff. This is an overwhelming experience for some, especially if you run an independent community pharmacy. Without the necessary people power to fill subscriptions or answer questions, your small business might lose established customers and stall when attempting to bring in new ones.

Automation is the key

As with many operations in today's high-speed world, automation is the key to easing this struggle. Many people think this is just at the computer end of a business. However, artificial intelligence has also reached the phone in the form of Interactive Voice Response (IVR). As a consumer, you have dealt with IVR before when contacting pharmaceutical distributors, billing companies, or your local cable company. The concept is the same for pharmacy IVR systems.

How IVR works

The technology allows a computer to interact with a human voice. The most common questions and answers are programmed into the system along with commands that register names, telephone numbers, and prescription codes for refills. The customer can order their medicine via voice prompts or, in some IVR applications, push-button responses. As the customer completes their call, the IVR system completes the data transfer, compiles the information, and displays it on the computer as an order message. If customers wish to speak with you or your pharmaceutical staff, that option as bypassed as the call is transferred to an available associate.

Maximizing the use of an IVR

IVR is user-friendly but does take some time to program and maintain. If hiring an IT professional isn't in your budget, then consider outsourcing your IVR operations to a pharmacy management system. These organizations, BestRx as an example, handle the day-to-day operations of IVR and other technological systems. They'll work with you to program the proper questions and responses as well as update the script as needed. In addition, not only will you save money but you will also have time to focus on building your customer base.

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Dropped off short deadline opportunity

Regarding new opportunity which had short turn around time, the decision was transferred to other account team and the deadline was setup at 5 PM on the same day. On mean time our team was in middle of all these things, as we were not sure whether the opportunity had been decided to hold off or it would be decided to be submitted at the last minute. Around noon I was checking with accounts team, whether our team need to work on the solution or we can hold off till we get response from the accountable team. The response was neutral and it was conveyed that they were also not sure about the outcome and its better to go ahead and from the solution. However, I was sure that the opportunity would be dropped off and didn’t even bothered to initiate work on any solutions. The time had tuned 5 PM and still there was no sight of the decision and around 6:30 PM, account team had scheduled leadership connect to decide outcome on this opportunity and I was sure some decision would be taken by then. And to my surprise just few mins away from the scheduled leadership call, the account team had decided not to go ahead with the opportunity and would be dropped with immediate effect. I was so relieved that opportunity was dropped off and there was something big awaiting for me in the next opportunity. Continue reading at “G R Team Sites”

Work struggle on weekend

I was working on weekend to provide support for the new opportunity that I was assigned and to my bad luck my office Skype for business was not working and my status was showing as offline. I tried different methods to make it work and all the efforts went in vain and finally I had even opened ticket in IT support for immediate resolution. Again to my stars, the IT support tried all different options and was finally conveyed that it would not be solved until it is connected to office network and closest possible resolution for this issue would be on Monday. But, if it shows offline till Monday all the effort I am putting in for this opportunity would go in vain and it would also become difficult to raise compensatory off for working on weekends. So, after all research and hard work I was able to find an alternative work-around, it was to open webmail in my personal laptop and from there I was able to login to Skype. I done it once in few hours just to ensure that my manager and colleagues were able to recognize the fact that I was working on weekends. Continue reading at “G R Team sites” listed in right section of this site.