Case Study: Leading U.S. Pharmacy Providing Company achieves centralized inbound fax automation and significant cost savings with Esker DeliveryWare

Delivering the prescription for inbound document automation

A leading U.S. pharmacy provider handling roughly 200,000 inbound faxes per week across 75 pharmacies faced costly, paper-heavy processes and frequent busy signals from aging analog lines. With a decentralized mix of fax servers and manual handling, the company struggled with inefficiency, errors, overload during peak times and the need for a single scalable solution to centralize document intake and reduce labor and telco costs.

The company implemented Esker DeliveryWare, a document-delivery platform that centralizes inbound fax routing via a rules engine and database lookups, provides six-month archival and web retrieval, and adds redundancy and failover to printers and servers. The system eliminated busy signals, allowed automatic multi-destination routing, supported emergency redirection of thousands of faxes during hurricanes, cut costs (about $0.03 per fax page and telco connections from ~$0.17 to $0.06–$0.07), reduced stat orders and processing times, lowered startup costs for new markets, and moved the organization closer to a paperless workflow.