Case Study: McKesson Health Solutions achieves scalable self‑service eLearning and higher customer satisfaction with Aptara

Making Customer Self-Service a Reality Fast Forwarding Content Development

McKesson Health Solutions, the product arm of the oldest and largest U.S. healthcare services firm, faced costly, inconvenient InterQual® product training that produced poor learning outcomes and growing customer dissatisfaction. As more buyers dropped training from contracts, support calls rose and service teams struggled to keep up, creating a backlog and eroding customer experience.

Aptara delivered a blended learning solution — self-paced web-based training paired with virtual or onsite instructor-led sessions — featuring scenario-based instruction, simulations, assessments, remediation and a new customer-facing LMS to manage transcripts and reporting. The program increased Year 1 training purchases by 47% (many multi-year), raised customer satisfaction from 6.0 to 6.4/7, educated 42% more customers and cut the support-case backlog from 150 to 45 days, enabling more training with fewer staff and greater customer control.

McKesson Health Solutions