San Francisco, November, 2003 – McKesson Corporation (NYSE:MCK), a leader in healthcare services and the largest pharmaceutical distribution company in North America, today announced that the Center for Customer-Driven Quality at Purdue University had certified McKesson's ServiceFirst call centers as "Centers of Excellence" after a rigorous review conducted by BenchmarkPortal, custodian of the Center for Customer-Driven Quality best practices database.
The Center for Customer-Driven Quality and BenchmarkPortal provide thought leadership in customer service operations, and this certification is the customer service industry's gold standard. ServiceFirst earned the title after a rigorous audit of its Rancho Cordova, Calif., and West Lake, Texas call centers. "This honor resulted from ServiceFirst's ongoing commitment to operational improvements that enable better service for our customers," said Pat Blake, president of Customer Operations for McKesson Pharmaceutical. "Purdue's Quality Center and BenchmarkPortal, have recognized that we are re-engineering customer service in the pharmaceutical industry. We're delivering comprehensive service while ensuring the cost-efficiency of our operations with Six Sigma quality business process improvements."
The auditors examined multiple components of ServiceFirst's operations against productivity and performance standards, rating ServiceFirst associates on the quantity and quality of responses, data entry excellence and facilitation of self-service solutions for customers. 250 ServiceFirst employees respond to seven million calls annually for a daily average of 100 calls per ServiceFirst employee. Employees answer questions, check inventory, process orders and research credit requests for McKesson's broad customer base. ServiceFirst employees helped McKesson achieve a ranking of third among peers from multiple industries. McKesson embarked on its strategy to develop a world-class service organization and culture eighteen months ago.
The execution of this strategy, and the evolution of ServiceFirst, have led to dramatic increases in customer satisfaction and loyalty. McKesson now empowers its customers through faster and more effective problem resolution, and will continue to implement service enhancements under the ServiceFirst brand to better meet the needs of busy pharmacists. "We continuously review our own performance to ensure that we are growing with our customers' needs, "said Ken Webb, vice president of ServiceFirst. "This certification gives us new measurements we can use to benchmark against our peers, and we will make it our goal to achieve re-certification each year." McKesson ServiceFirst continues to change the customer care experience through: ·
Technology - enhanced reporting capabilities, voice over Internet Protocol (VoIP), Enterprise Resource Planning (ERP) and case management functionality ·
One Call Resolution - creating and developing a culture that empowers customer care representatives to solve problems, and rewarding them for prompt and complete issue resolution ·
Proactive Problem Solving - ultimately, the investments in technology and training will allow customer representatives to anticipate and more quickly serve customers' needs
About BenchmarkPortal BenchmarkPortal collects and warehouses the world's largest database of performance metrics for customer contact and support centers. This unique data warehouse was originated by Dr. Jon Anton at Purdue University's Center for Customer-Driven Quality in 1995 and is the recognized source for best practice standards in all the major industry segments, including banking, consumer electronics, and telecommunications. Our Web site, www.benchmarkportal.com, and Dr. Jon Anton's methodology were selected for the Hot Pick Award in 2000. Our reports provide the information that enables call center professionals to make intelligent, fact-based management decisions by comparing their call center performance to other similar call centers. Under the leadership of Dr. Anton, the growing team of BenchmarkPortal experts also conducts leading-edge research, which is published in numerous trade publications as well as in books (BenchmarkPortal's Anton Press Division has 22 CRM-oriented books in print). The Company also assists managers through on-site assessments and innovative solutions in the areas of satisfaction measurement and employee training. BenchmarkPortal manages the AT&T College of Call Center Excellence, a premiere curriculum for training of call center personnel of all levels.
For additional information: Bruce Belfiore 805.614.0123 Ext. 25 BruceBelfiore@BenchmarkPortal.com
About McKesson McKesson Corporation (NYSE: MCK) is a Fortune 20 healthcare services and information technology company dedicated to helping its customers deliver high-quality healthcare by reducing costs, streamlining processes and improving the quality and safety of patient care. Over the course of its 170-year history, McKesson has grown to provide pharmaceutical and medical-surgical supply management across the spectrum of care; healthcare information technology for hospitals, homecare and payors; hospital and retail pharmacy automation; and services for manufacturers and payors designed to improve outcomes for patients. For more information, visit us at www.mckesson.com For additional information: Maggie Essman 415.983.9149 Maggie.Essman@McKesson.com