Customer Analysis SCP Best Practices User Forum Darren Johnson V.P., Customer Support McKesson’s Extended Care Solutions Group

Customer Analysis Customer Analysis SCP Best Practices User SCP Best Practices User

ForumForum

Darren JohnsonDarren JohnsonV.P., Customer SupportV.P., Customer Support

McKesson’s Extended Care Solutions McKesson’s Extended Care Solutions GroupGroup

Copyright © 2003 McKesson Information Solutions Inc. All Rights Reserved.

ProfileProfile

Located in Springfield, MO Located in Springfield, MO Market - home healthcareMarket - home healthcare Revenues - $55MRevenues - $55M 230 employees – 60 support employees230 employees – 60 support employees Direct response modelDirect response model 3 Tier escalation process3 Tier escalation process 38,000-41,000 cases annually38,000-41,000 cases annually Electronic supportElectronic support SCP Certified – January 2001, 2002, 2003SCP Certified – January 2001, 2002, 2003


Profile Profile (cont’d.)(cont’d.)

Product suiteProduct suite Intake/patient registrationIntake/patient registration Financial operations (billing, remittance, Financial operations (billing, remittance,

collections)collections) Patient and staff schedulingPatient and staff scheduling Clinical managementClinical management Point of CarePoint of Care TelephonyTelephony Web Physician PortalWeb Physician Portal Decision SupportDecision Support

Platform – NT/SQL ServerPlatform – NT/SQL Server


Customer Profile Customer Profile (staff distribution)(staff distribution)

80-85% field staff80-85% field staff Skilled nursesSkilled nurses Home health aidsHome health aids Rehab therapistsRehab therapists OtherOther

10-20% back office staff10-20% back office staff Billing/financial/cash reimbursementsBilling/financial/cash reimbursements Personnel schedulingPersonnel scheduling ReferralsReferrals QA/QI/QMQA/QI/QM

3-5% IS/technical support3-5% IS/technical support 5-10% General administration and other5-10% General administration and other


ChallengesChallenges

Need the ability to…Need the ability to… Understand our customer baseUnderstand our customer base Compare a specific customer to the entire Compare a specific customer to the entire

customer basecustomer base Identify and analyze top calling customersIdentify and analyze top calling customers Compare periodic executive surveys to end-Compare periodic executive surveys to end-

user event surveysuser event surveys Understand the impact of electronic supportUnderstand the impact of electronic support Analyze specific customer cases and Analyze specific customer cases and

compare to the entire customer basecompare to the entire customer base


Automation ToolsAutomation Tools

Custom database Custom database All survey information for each customerAll survey information for each customer Basic case information for each customerBasic case information for each customer Basic web session information for each Basic web session information for each

customercustomer

Case Analysis ReportCase Analysis Report Business Objects Report that pulls from Business Objects Report that pulls from

our People Soft case tracking databaseour People Soft case tracking database


Customer Profile Customer Profile Information DatabaseInformation Database


Customer Profile Customer Profile Information DatabaseInformation Database


Case Analysis ReportCase Analysis Report








BenefitsBenefits

Provide Support management insight to Provide Support management insight to specific customersspecific customers

Provide Account Executives insight before Provide Account Executives insight before contacting a customercontacting a customer

Ability to take a proactive approach on Ability to take a proactive approach on reducing calls for a specific customerreducing calls for a specific customer Increase their use of electronic supportIncrease their use of electronic support Identify additional customer education needsIdentify additional customer education needs Identify problematic areas of the applicationIdentify problematic areas of the application

Identify ideal customers (high customer sat, Identify ideal customers (high customer sat, high internet usage, low call volumes)high internet usage, low call volumes)


Questions?

Documents

Customer Analysis SCP Best Practices User Forum Darren Johnson V.P., Customer Support McKesson’s Extended Care Solutions Group