Transcript View Presentation - Service Strategies

Customer Analysis
SCP Best Practices User Forum
Darren Johnson
V.P., Customer Support
McKesson’s Extended Care Solutions Group
Profile
 Located in Springfield, MO
 Market - home healthcare
 Revenues - $55M
 230 employees – 60 support employees
 Direct response model
 3 Tier escalation process
 38,000-41,000 cases annually
 Electronic support
 SCP Certified – January 2001, 2002, 2003
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Profile
(cont’d.)
 Product suite

Intake/patient registration

Financial operations (billing, remittance, collections)

Patient and staff scheduling

Clinical management

Point of Care

Telephony

Web Physician Portal

Decision Support
 Platform – NT/SQL Server
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Customer Profile
(staff distribution)
 80-85% field staff
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
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Skilled nurses
Home health aids
Rehab therapists
Other
 10-20% back office staff

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Billing/financial/cash reimbursements
Personnel scheduling
Referrals
QA/QI/QM
 3-5% IS/technical support
 5-10% General administration and other
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Challenges
 Need the ability to…
 Understand our customer base
 Compare a specific customer to the entire
customer base
 Identify and analyze top calling customers
 Compare periodic executive surveys to enduser event surveys
 Understand the impact of electronic support
 Analyze specific customer cases and compare
to the entire customer base
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Automation Tools
 Custom database

All survey information for each customer

Basic case information for each customer

Basic web session information for each
customer
 Case Analysis Report

Business Objects Report that pulls from our
People Soft case tracking database
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Customer Profile
Information Database
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Customer Profile
Information Database
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Case Analysis Report
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Case Analysis Report
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Case Analysis Report
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Case Analysis Report
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Benefits
 Provide Support management insight to specific
customers
 Provide Account Executives insight before
contacting a customer
 Ability to take a proactive approach on reducing
calls for a specific customer
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Increase their use of electronic support
Identify additional customer education needs
Identify problematic areas of the application
 Identify ideal customers (high customer sat, high
internet usage, low call volumes)
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.
Questions?
Copyright © 2003 McKesson Information Solutions Inc.
All Rights Reserved.