Case Study: a leading national pharmacy chain improves customer experience with Survox IVR

SURVOX IVR Helps National Pharmacy Chain Reach More Customers to Improve CX Experience

A leading national pharmacy chain, whose customers are primarily over 65 and prefer phone communication, faced the challenge of monitoring its customer experience (CX) for a large, seniors-focused program. The project's complexity involved integrating multiple enterprise systems to dynamically manage feedback quotas for over 8,000 agents and standardize data collection. They partnered with Survox to implement an automated outbound IVR survey solution to gather this critical feedback.

Survox delivered a solution that streamlined information flows and automated data collection and transfers to the Qualtrics Insights Platform. This enabled the pharmacy to complete 25,000 automated interviews per month with a 13% engagement rate, efficiently spreading responses across all agents. The Survox implementation provided a comprehensive and actionable view of the customer experience, allowing the client to focus solely on analyzing data to drive process improvements.