As we reflect back on 2017, I am astounded by the success stories of the local pharmacies in our network and how far we as a company have come this year. As part of this retrospective, I am writing to give you an update on Digital Pharmacist Inc. which was formed through the merger of RxWiki, TeleManager and PocketRx and to provide an overview of how we are improving our customer service levels going into 2018.
While the merger of the three companies was completed on paper in April 2017, integration of internal systems, finances and staff was only completed in November. We are excited that through this merger, we can offer independent pharmacies a true omni-channel (voice, web, app, text, email) solution that is on-par with the big box chains. In an effort to keep innovating and improving our platform, we plan to implement the following to achieve a higher degree of customer satisfaction.
We are excited to announce a new structure to our Customer Success team. Customer Success will now be divided into two teams, “Implementation” and “Success”. Implementation Specialists will build and launch products while our Success Specialists will ensure your online business grows and your ongoing needs are met. By dividing responsibilities and appointing experienced managers, I am confident we will be able to offer you higher levels of customer service and faster turnaround times.
Expanded Service Hours
Starting January 1, we will expand our service hours to 8.00a.m. – 8.00p.m. Central Time, allowing for a greater degree of communication with our subscribers. Just give our support line a call at 877-959-7550.
24/7 Refill Help Desk
Starting January 1, we will open a 24/7 Refill Help Desk. You will be able to email [email protected] at any time of night or day and one of our technical experts will respond to ensure you are receiving your patient’s refill requests.
Connectivity Monitoring & Alerts
We process your refills via the secure iRefill Cloud, developed and patented by TeleManager. This technology allows us to pass PHI securely to and from any patient device (telephone, app, text, web) to your in-store dispensing system, utilizing a HIPAA secure Virtual Private Network (VPN). In the event of an interruption of the VPN, we are accelerating the fax override process to ensure you receive your refills immediately. While we may never be able to control external factors such as storms, hardware failures or the reliability of the 53 pharmacy management systems, in 2018 we will give you greater visibility into your connectivity status.
I am confident that these changes will allow us to improve our customer service levels and respond faster to your requests. I wish you and your family a wonderful new year and look forward to supporting your business in 2018. Please feel free to reach out to me directly with any questions or concerns.
Chief Executive Officer
Digital Pharmacist, Inc.