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Case study: How CVS/Pharmacy found customer service success
Many organizations have turned to point solutions to handle multichannel customer service. However, this approach often results in disjointed service operations and inconsistent customer experiences. So how was how CVS/Pharmacy – the nation’s largest retail pharmacy chain – able to meet its customer service objectives?
This case study reveals how a unified contact center platform enabled CVS/Pharmacy to cut implementation spending in half, reduce email response from 24-48 hours to under 1 hour, improve speed-to-answer, and more.