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Just What the Doctor Ordered: How McKesson is Increasing Customer Satisfaction through Social

Customer Case Study

McKessonMcKesson is the largest and oldest healthcare services company in the United States. As the organization has grown, it’s become crucial to access information easily across products, departments, and offices. McKesson needed to eliminate knowledge silos and centralize their content distribution systems. The goal of implementing a social solution was to consolidate communications, messaging, and knowledge, and leverage that information to better serve their customers.

Download this free case study to see how McKesson uses social to improve communication and centralize knowledge across the organization.

By implementing a social solution, McKesson has reached the following results:

  • Increase in Customer Satisfaction (34%), Same Day Resolution (16%), and Grade of Service (55%)
  • Decrease the Average Handle Time by 4 minutes, the Average Speed to Answer by 29 minutes, and the Calls Abandoned Rate by 40%
  • Improved collaboration between coworkers through groups, allowing the customer support team to provide consistent and accurate information to customers
  • Developed an efficient content creation and distribution process through workspace use and tagging, so employees can quickly search for, find, edit, and share documents

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