This seminar presents significant results from a voice initiative Smith Drug Company undertook in 2006, expanding from order selection into such areas as replenishment and case selection. Headquartered in Spartanburg, SC, Smith Drug Company is a full-line, full-service distributor of pharmaceuticals and over-the-counter merchandise serving more than 2,000 independent drug stores in 13 states.
For Smith Drug, voice has been a strategic weapon for gaining competitive advantage over rivals in a competitive industry where order accuracy on high-cost pharmaceuticals is critical. With an average annual growth rate of 35%, the company has worked hard to maintain its already high service quality levels amid this rapid growth. The company reached its ROI from its voice investment in just over six months, attained 20% productivity improvement levels and 99.99% order accuracy, eliminated the need for overtime, and reduced training time from two weeks to three days. This presentation will also cover how Smith Drug has used voice data as documentation for incentive programs and the value of voice as a recruitment and rentention tool.
Key Takeaways:
- Why voice is becoming an increasingly important tool in the pharmaceutical distribution arena
- Lessons learned and results attained from deploying voice at Smith Drug Company
- How voice data can be used for additional strategic purposes, including incentive programs and as a recruitment and rentention tool.