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PHARMACO
Strategies for Future Growth
29 October 2009
Minerva Consulting
KEY ISSUES
Minerva Consulting
KEY RECOMMENDATIONS
Minerva Consulting
1. CENTRALIZED CALL CENTER
* Calculated based on preliminary proposal for centralized calls obtained from the CIO ** Such as refill orders, script status, etc. Operator cost estimated to be $10 an hour.
Key Metric Current With Call CentreSavings
(minutes)Pharmacist Phone Time/Day (mins) 270.0 13.5 256.5
Technician Phone Time/Day (mins) 330.0 56.1 273.9
Minerva Consulting
1. CENTRALIZED CALL CENTER – IMPACT
* Based on call volume in a typical store, replaced with 535 call center teams handling 1,020 calls per team per day.
Minerva Consulting
2. MIGRATE REFILLS FROM STORE TO MAIL ORDER
* 25 Mill Rxs/Yr = 17 Rx/day/store
Minerva Consulting
2. MIGRATE REFILLS TO MAIL ORDER – IMPACT
* 25 Mill Rxs/Yr = 17 Rx/day/store
Minerva Consulting
3. FOCUS ON MAIL ORDER GROWTH
Minerva Consulting
MAIL ORDER GROWTH BUSINESS PROCESS
Installing a business process in the retail store to fulfil Rx through mail order will result in
Full utilization of mail orderReduction of mail order CTF by 30%Reduction in instore RX dispensing by
Using retail to drive mail order will could result in amail order business of over 30% of RX
Delivering the mail order business will require an on-line component to compete with similar companies
Minerva Consulting
NEXT STEPS AND FURTHER RECOMMENDATIONS