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