1. ED ALBREKTSEN

2. McKesson A Business Units Internal Journey to a Better more Flexible Contact Center Solution
Ed Albrektsen, McKesson Supplier Relations

3. McKesson Corporation at a Glance Delivering Better Health for More than 180 Years
183
$190B
$3.7B
in operating cash flow
year history of serving customers
in revenues
Delivering
68,000
1/3
More than
employees worldwide
13,000
of all prescription medicine in North America #5
2016 Fortune 500 list
owned and banner pharmacies

4. McKesson Touches All Aspects of Healthcare
Government
Providers
Hospitals
Payers
Consumers
Pharmacies
Pharmaceutical & Biotech Companies

5. The Specialty Ecosystem Supporting key stakeholders to drive better patient outcomes
Leading position in community care
Providers
The leader in community oncology
Leading position in rheumatology
Increasing scale in emerging markets
Strong relationship with payers
Value-based care and OCM analysis
Best-in class tools to optimize payer contracting
National presence across specialties
Patients
Relevant to manufacturers
Comprehensive portfolio of services for bringing products to market and sustaining success across the lifecycle
Commitment to helping biosimilar and innovator manufacturers navigate a value-based world
Manufacturers
Payers

6. Specialty Distribution
Innovative and optimized distribution, tailored for each class of trade
Hospitals
Retail
McKesson
Specialty Distribution
We will focus most of our time on the community practice or clinic but our distribution team works with the manufacturers to deliver drugs to all classes of trade. . .
Government
Physician Clinic
Specialty Pharmacy

7. Optimizing Access, Delivering Value
We never forget that at the end of the pipeline is a patient in need of life-saving therapies and want to be your partner of choice, ensuring success for all stakeholders.
We are better together.

8. Scottsdale Contact Center Bringing our Client Expectations to Life
FY15 STATS
Inbound calls offered: 2,056,780
Inbound calls handled: 1,968,338
Abandon percentage : 4.3%
Total Outbound Calls : 1,182,985
Technology and Processes
Core systems: Custom-developed CRM/Workflow systems supporting REMS, PAP, and Reimbursement operations
ACD: Five9 VCC
Five9 priority skilled routing
CTI (SFDC)
Workforce Management Solution: NICE IEX Workforce Optimization software
(Forecasting, Scheduling, Real Time Management)
Call Recording Solution: NICE
Knowledge Management Tool: Wiki tool in SharePoint environment

9. McKesson Reimbursement, Access & Safety Services
Medical and Pharmacy
Inside Sale Programs
Oncology
Medical Benefit Co-Pay Programs
Dynamic and Growing
Strategic Consulting Services
40+ Unique Customers
100+ Unique Brands
Patient Assistance Programs
REMS Programs
Once we had determined that the cloud solutions we had evaluated

10. Unique Challenges in our Contact Center
Rapid staff ramp up of >40% to meet first quarter demands
Dynamic ramp down to steady state staffing levels

11. Our Contact Center Challenges Cost to Implement or Maintain
Total cost of ownership (TCO) includes up front payment, maintenance, software upgrades
End of life cycle
On premise implementations were going to be extremely costly and inflexible
Controlling costs while improving performance is an ongoing challenge within our contact center.

12. Our Contact Center Challenges Speed to update programs or campaigns
Time consuming process of updating programs
Difficult and costly to change IVR scripting and routing
Mixed service offering between internal and external service providers
Trunk and network requirements

13. Our Contact Center Dilemmas Compliance with Security Requirements
McKesson security requirements
DNC
Payment Card Industry Data Security Standards (PCI DSS)
Sarbanes-Oxley (SOX)
HIPAA
Having a solution that enables compliance allows us to have confidence with every customer interaction.

14. Our Contact Center Challenges Expanding agent seat counts
Need to scale based on program seasonality
Paying annually for a full agent seat license meant we were paying for more than we were using
No flexibility to quickly scale above our annual seat count

15. Enabled compliance with security requirements Low up front expenses
On demand agents – able to scale instantly
Easy & seamless transition from our current systems
Cloud solutions enabled us to
Provided flexibility and addressed all of our primary concerns and mitigated current roadblocks and challenges
Low up front expenses
Easy seamless transition from our current systems
Enabled compliance with security requirements
On demand agents – able to scale up and down instantly

16. Our Move to the Cloud Seamless implementation process
Zero impact to the customer
Zero impact to agent productivity
Allows us to explore new applications
Chat for improved patient experience
Video for self-vaccinations
Disaster Recovery Systems
Enhanced disaster recovery plan
Cloud geographic redundancy with interconnectivity to regional data centers

17. Our Move to the Cloud Benefits of going with Five9
20% improvement in agent productivity
35% reduction in overall operating costs
15% improvement in system uptime
The results are clear

18. Our Move to the Cloud Having a Professional Team on your account
Having a professional team and support system for your technology is 50% of the equation
Two teams you should focus on
Implementation team
Support and service team
On-site technical support
Remote support
Remote systems monitoring
Notification process

19. Summary Cloud validated by financial models & organizational support
Five9 ensured speed, agility, and growth
Repeatable success, our impact on other McKesson divisions
Once we had determined that the cloud solutions we had evaluated