McKesson Pharmacy Systems and Automation Improves Service, Decision-Making with Siebel CRM
By Tony Berk on Aug 11, 2011
McKesson Pharmacy Systems and Automation (MPS&A), a division of McKesson Corporation, provides comprehensive pharmacy management system suites and business services to more than 7,000 pharmacies and handles approximately 300,000 service requests annually.
MPS&A, with the help of system integration partner eVerge Group, replaced legacy call center and service order support systems with Oracle’s Siebel Pharma Contact Center and Oracle Business Intelligence Applications for Pharma to enhance call center capabilities and acquire a comprehensive view of customer data. In addition to improved efficiency and faster customer issue resolution, integrating Siebel with other key MPS&A applications automated processes including shipping pharmacy management system parts to customers.
"Oracle’s Siebel CRM is helping us to take our customer service to a whole new level," says Gary Johnson, Vice President, Customer Support, McKesson Corporation. "We can respond faster and more thoroughly to pharmacy customers’ inquiries, expedite service and parts requests, and make more targeted operational decisions utilizing the analytical tools of Oracle Business Intelligence Enterprise Edition."