Digital Pharmacist’s IVR Brings Jones Drug Store Quick Results

One of the methods Brian has tried recently to streamline communication for Jackson patients is updating their IVR system. According to him, they had tested a few options before coming to Digital Pharmacist, but those didn’t end up working well for the pharmacy or giving their customers a good experience. Brian said it “made sense” to get in touch with us, so much so that he ended up signing on for a branded healthsite and mobile app as well as our IVR system.

He particularly appreciated Digital Pharmacist’s accessibility and communication as our team helped him work through the transition. Brian hopes that once the COVID-19 situation stabilizes, he’ll be able to invest more time in helping older patients make the transition to the newer technology.

At Digital Pharmacist, we understand that support response time and requests can be a big pain point for pharmacies and we strive to maintain a high standard. Our Average Speed to Answer (ASA) of 24 seconds (Q1 2020) and 52 perfect surveys on agent satisfaction (Q1 2020) are just a few examples of our commitment to operational excellence.

Pharmacies using Digital Pharmacist products to support business growth have seen record-breaking levels of patient engagement. In 2019, we logged 14.5 million IVR calls and helped clients process over 5.7 million prescription refills on our IVR platform alone. Between February and March this year, inbound phone calls grew 131% and prescription refills increased by 120%. Clients also took advantage of their pharmacy dashboard visual voicemail to quickly scan and manage incoming messages, using this feature almost 50,000 times in April alone.