Case Study: McKesson Health Solutions achieves 34% increase in customer satisfaction and faster, more efficient support with Socialtext

McKesson is Increasing Customer Satisfaction through Social

McKesson, the largest and oldest healthcare services company in the U.S., faced fragmented knowledge across four independently supported products and multiple departmental systems. To improve customer interactions and eliminate information silos, they needed a centralized platform that would let support, sales, and product teams quickly author, share, and find accurate content.

They implemented Socialtext as a central repository with product workspaces, tagging to publish vetted content to customer-facing areas, and controlled public/private groups with some admin-locked pages. The change sped access to answers and streamlined content creation, driving a 34-point increase in Customer Satisfaction (55% → 89%), a 16-point rise in Same Day Resolution (47% → 63%), a 55-point gain in Grade of Service (25% → 80%), plus a 4-minute reduction in average handle time, 29-minute faster speed to answer, and a 40% drop in abandoned calls.

McKesson Health Solutions