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