Grane RX Deploys Verint WFO to Boost Customer Experience and Pharmacy Operations



Verint announced that Grane Rx, a long term care pharmacy and Program of All-Inclusive Care for the Elderly (PACE) pharmacy services provider, is implementing Verint Workforce Optimization for Back-Office—part of the company’s customer engagement optimization offering—to gain greater visibility into the effectiveness of its pharmacy operations. The solution, which includes robust workforce management, desktop and process analytics and performance management functionality, will help the organization identify opportunities for enterprise-wide workflow enhancements, coaching and productivity gains, and areas to help enhance the end customer experience.

Grane Rx professionals serve nearly 5,000 patients in nursing homes, PACE programs, and personal care settings. With Verint’s back-office workforce optimization software, which Grane Rx selected in early 2014, the organization will gain visibility into training processes and workflow across its pharmacy operations, helping ensure standardization of policies and practices for both management and team members.

“The introduction of the Affordable Care Act and national push for quality healthcare has increased the level of direct customer engagement with our business,” said Bob Rowland, CEO, Grane RX, in a statement. “As a result, we have transitioned to a more customer-centric model that enables us to demonstrate high-quality assurance standards and reinforce to our customers that we’re taking their needs into consideration from both a product and service perspective.

Taking a person-focused and technology driven approach to quality, Grane RX has prioritized customer engagement and workforce optimization to help assure standardized work processes provide actionable information to its stakeholders and visibility into multiple workflow data points, dashboards and management systems.

With the software’s desktop and process analytics capabilities, Grane Rx can find hidden capacity and help improve quality and compliance by identifying deviations, as well as provide guidance and monitoring for process adherence. Using the knowledge, insights and data gained through the Verint solution, it also can monitor and improve throughput, accuracy and customer service using the software’s performance management scorecards and dashboards. 

By helping instill a culture of operational excellence based on role-specific performance metrics, Grane RX can tie metrics to corporate goals and roll up individual scores to teams, functions and the enterprise for targeted improvement efforts. 

“Pay for performance and achieving value-based purchasing goals will dominate our focus in the coming years,” said Rowland. “Verint’s software will help ensure a results-oriented operation by providing visibility into how workflow and training are handled across the organization. In turn, this supports and improves tactical decision-making, as well as helps differentiate our business from competitors.”