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Seamless Implementations Drive High Client Satisfaction and NPS of 89
Background
Many pharmacy benefit managers (PBMs) struggle to achieve high customer satisfaction when implementing new plans, often reflected in low or negative Net Promoter Scores (NPS). With NPS scores ranging from -100 to 100, a score above 70 is considered “world-class,” and many PBMs fall short. The Serve You Rx NPS for implementations sets a standard for quality.
Fostering Client Satisfaction
To foster client satisfaction, we built our implementation process to be seamless, with high-touch service. From the beginning, we assign a dedicated account manager as the single point of contact, coordinating a comprehensive team with collaboration customized to our client’s or partner’s preference.
- Dedicated Account Executive: A single point of contact for clients, overseeing the implementation plan.
- Comprehensive Implementation Team: Includes a dedicated clinical pharmacist and other specialists as needed.
- Flexible Client Collaboration: Customizable communication frequency based on client preferences.
Serve You Rx NPS
We achieved a remarkable NPS of 89 for our implementations over the last year, showcasing our commitment to exceptional service by creating a smooth, customer-centered implementation experience, even in complex situations.
Our client satisfaction (CSAT) implementation metrics align with the positive NPS score. With an overall rating of 4.83, our client feedback underscores our dedication to a smooth and flexible implementation experience.
Through the process, we provide second-to-none service and help clients seamlessly onboard, supporting their unique health plan needs and ensuring a positive experience from the outset.
High Serve You Rx NPS and Client Satisfaction
To Better Serve You.
About Serve You Rx®
Serve You Rx is a full-service pharmacy benefit manager (PBM) with unquestionable flexibility and an unwavering commitment to doing what's best for its clients. With a fervent focus on those it serves, including insurance brokers, consultants, third-party administrators, and their clients, Serve You Rx delivers exceptional service and tailored, cost-effective benefit solutions. Independent and privately held for nearly 40 years, Serve You Rx can implement new groups in 30 days or less and say "yes" to a wide variety of viable solutions. Known for its adaptability, quality, and client-centricity, Serve You Rx aims to be a benchmark for better client service.
