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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
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
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
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
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
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)