Not only will this prevent problems in the data-entry phase by having the customer present to help resolve issues with insurance and refills, it will reduce wait times and improve customer satisfaction by eliminating unresolved problems at the pick-up window. Customers will then be aware of any problems filling the script before they leave the store, so they do not have to make multiple unnecessary trips. Secondly, inventory management can be addressed by making use of CVS’ current technology within their pharmacy software that allows automatic replenishment of inventory. This will decrease out of stock complaints, while reducing overall inventory, and improving inventory turnover rate. In the long-term, these recommendations will result in better customer service, thus minimizing customer losses and revenue deficits. By preventing revenue losses, GM% will increase, improving profitability (Appendix
Not only will this prevent problems in the data-entry phase by having the customer present to help resolve issues with insurance and refills, it will reduce wait times and improve customer satisfaction by eliminating unresolved problems at the pick-up window. Customers will then be aware of any problems filling the script before they leave the store, so they do not have to make multiple unnecessary trips. Secondly, inventory management can be addressed by making use of CVS’ current technology within their pharmacy software that allows automatic replenishment of inventory. This will decrease out of stock complaints, while reducing overall inventory, and improving inventory turnover rate. In the long-term, these recommendations will result in better customer service, thus minimizing customer losses and revenue deficits. By preventing revenue losses, GM% will increase, improving profitability (Appendix