#United States #Customer Service #Stevie Awards #Uniondale #PrimeRx

PrimeRx's Remarkable Achievement at the Stevie Awards

PrimeRx, a prominent name in pharmacy management technology, has made headlines once again, securing its second consecutive Silver Stevie Award in the Customer Center Category during the 19th annual Stevie Awards for Sales & Customer Service. This prestigious accolade underscores PrimeRx's steadfast commitment to delivering exemplary customer support and service in an industry that is increasingly reliant on technology.

The Stevie Awards, which shine a spotlight on excellence in customer service, attract a remarkable number of nominations from businesses across the globe. For this year's event, there were over 2,100 entries from 45 countries, judged by more than 170 industry experts. The recognition of PrimeRx among such distinguished competition reflects the company’s relentless pursuit of customer-centric improvements.

Transformative Steps Towards Customer Excellence

Since July 1, 2022, PrimeRx has rolled out several transformative initiatives aimed at enhancing customer service operations. These enhancements included:
1. Workforce Management & Development
- Restructuring of support teams to optimize efficiency.
- Promoting skilled and seasoned agents to leadership roles.

2. Training & Performance Improvement
- Refining training protocols for new hires to ensure a quicker adaptation to their roles.
- Instituting weekly refresher training sessions for agents to boost their performance continually.
- Enhancing the Quality Assurance (QA) process to maintain high service standards.

3. Technology & Recognition Enhancements
- Upgrading the telephony system for better communication.
- Improving the agent recognition program to motivate and reward outstanding performance.

The results of these initiatives are evident in key performance metrics. By 2024, PrimeRx saw improvements with the Service Level Agreement (SLA) rising to 88% from the previous 80%. Moreover, the average abandon rate for calls was reduced to 1.5% from 2.5%. Customer satisfaction also soared, reflected in a Net Promoter Score (NPS) that climbed to 89% and a Quality Assurance score that reached 91%. These metrics clearly illustrate the impact of PrimeRx's dedication to enhancing customer experiences.

A Commitment to Empowering Independent Pharmacies

Ketan Mehta, CEO of PrimeRx, emphasized the significance of this recognition: "This achievement is more than an award—it's a testament to our unwavering commitment to empowering independent pharmacies with innovative technology and exceptional service. Year after year, this recognition highlights our dedication to helping pharmacies succeed."

Looking forward, PrimeRx is not resting on its laurels. In 2025, the company is set to host its inaugural user conference, Xplore 2025, a pivotal event designed to fortify connections with its clientele and support their growth throughout various stages of their business journeys.

An Overview of PrimeRx Solutions

PrimeRx specializes in providing advanced pharmacy management solutions that are tailored to streamline operations and enhance patient care. Their offerings include:

• - PrimeRx Enterprise: A powerful, customizable on-premise system designed to optimize workflows and purchasing processes.
• - PrimeRx CLOUD: A secure cloud-based platform that allows pharmacy management from any location.
• - PrimeRx MARKET: A data-driven marketplace that promotes efficient inventory management.

Recognized by thousands of pharmacies across the United States, PrimeRx is devoted to supporting independent pharmacies in their quest for success. For further details about their innovative solutions, you can visit www.PrimeRx.io.

Media inquiries can be directed to Sylvia Mendoza, Vice President of Marketing at PrimeRx.