Case Study: Walgreens achieves predictable 5‑minute pharmacy turnaround with BP3 Global's Operational Decision Management

How Walgreens improved customer satisfaction by significantly decreasing pharmacy wait times

Walgreens faced long and highly variable in-store prescription wait times after launching a Centralized Pharmacy Operations (CPO) shared service to offload data entry, review, and clinical checks from store pharmacists. To achieve a predictable 15-minute in-store wait target—and improve customer satisfaction and labor productivity—Walgreens engaged BP3 Global and adopted Operational Decision Management (ODM) to better route and time work between the CPO and stores.

BP3 Global implemented ODM to make real-time decisions at each step of the prescription workflow, sorting workload between the CPO and stores while accounting for key variables. The solution now supports over 200,000 prescriptions per day across 1,600 Walgreens locations, producing a near-perfect turnaround distribution and cutting average turnaround time from the prior variability down to 9 minutes and eventually to 5 minutes.

Walgreens