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

  2. 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

  3. 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

  4. Customer Profile (staff distribution) • 80-85% field staff • Skilled nurses • Home health aids • Rehab therapists • Other • 10-20% back office staff • Billing/financial/cash reimbursements • Personnel scheduling • Referrals • QA/QI/QM • 3-5% IS/technical support • 5-10% General administration and other

  5. 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 end-user event surveys • Understand the impact of electronic support • Analyze specific customer cases and compare to the entire customer base

  6. 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

  7. Customer Profile Information Database

  8. Customer Profile Information Database

  9. Case Analysis Report

  10. Case Analysis Report

  11. Case Analysis Report

  12. Case Analysis Report

  13. 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 • 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)

  14. Questions?