"Akelon of Service" in pharmacy chain of Vit

2016

The pharmacy chain of Vit and Akelon company announced in April, 216 project completion of implementation of business solution of "Akelon of Service" which allowed to automate processes of rendering services to internal consumers of the organization. Within the project the method of submission of addresses was considerably simplified, systematization is carried out them and the individual directory of services is developed and also the subsequent process of execution of works as responsible specialists is automated.

The pharmacy chain of Vit was founded in 1993. Primary activity – implementation of medicines, products of medical appointment and parapharmaceutical products through drugstores. Drugstores of Vit work in 6 regions of the Russian Federation, and their quantity is more than 500.

The geographically distributed structure of pharmacy chain of Vit and annual growth of scales of business, led to complication of structure of the organization and, as a result, interactions between divisions. System implementation of automation of work of customer services was caused by need of improvement and standardization of business processes on work with personnel of pharmacy chain, assessment of their satisfaction.

The project started in August, 2015. For implementation of the tasks, specialists of Akelon company offered business solution of "Akelon of Service". It is intended for process automation of rendering services to internal and external consumers of the organization. Possibilities of business solution allow to automate not only process rendering the services connected with support of IT infrastructure, but also service of technical and economic providing. Business solution of "Akelon of Service" is based on systems capabilities of DIRECTUM, postal services and servers of web access thanks to what has good scalability, has ample opportunities on setup of business processes of rendering services and, including, according to the ITSM standard.

During the project business solution of "Akelon of Service" was implemented, personnel training of pharmacy chain is provided, the detailed training video tutorial for work with the portal is developed.

The analysis system and reportings developed during the project allowed to increase transparency and controllability of processes and also to be realistic about the level of satisfaction of internal consumers.

At the time of completion of trial operation, most of employees of services of service and also about 50 pharmaceutical points were in a varying degree involved in work with a system, the most part from them estimated effect of implementation as positive. During trial operation in a system more than 480 addresses were created, at the same time the number of addresses steadily grows. By the time of completion of trial operation in a system 45 service specialists actively work.

2015

The Akelon company started in the summer of 2015 the first stage of implementation of electronic document management of Directum (EDMS/ECM system) in pharmacy chain of Vit. According to the results of the project work with requests in all drugstores of network will be automated.

The pharmacy chain of Vit was founded in 1993. Key activity of network – implementation of medicines, products of medical appointment and parapharmaceutical products through drugstores.

The decision on implementation of an ECM system is caused by the need for automation of process of work with requests in a branch network. Special attention when choosing was paid to convenience of functionality, openness and flexibility of a system and also possibility of its completion and setup by forces of specialists of the customer. Of ECM systems preference was given in an analysis result to DIRECTUM. Works on implementation will be carried out by Akelon company – the general partner of DIRECTUM.

For optimization and process automation of rendering services to internal and external consumers of pharmacy chain, specialists of Akelon business solution of "Akelon of Service" was offered. Business solution is based on systems capabilities of DIRECTUM, postal services and servers of web access thanks to what has good scalability and provides the solution of the following tasks:

Management of addresses. The solution allows to provide the continuity of the consumer service delivery – to register and keep base of addresses, to classify addresses, to organize works on rendering services, to control terms and the status of execution of works, far off quickly to interact with the consumer. Management of the directory of services. In the solution the possibility of maintaining the multilevel directory of services for consumers is implemented. The project will pass in two stages.

At the first stage works on design and setup of the DIRECTUM system and business solution of "Akelon of Service" are performed. On the second – carrying out user training and commercial operation. End of the first stage of the project is planned for the end of November, 2015.

In March, 2016 implementation of an ECM system in pharmacy chain of Vit was complete. Within the project the method of submission of appeals to customer services was simplified, the directory of services is developed and also process of execution of works as responsible specialists is automated.

The geographically distributed structure of the company and annual growth of scales of business led to complication of interaction between divisions of the organization. Automation of work of customer services was caused by need of improvement and standardization of processes of work with personnel of the company, assessment of their satisfaction. In particular, improvements were required by the field of rendering economic services to the staff of pharmacy chain.

In a project deliverable all process of rendering services was transferred to an electronic form:

• registration and approval of the address;
• execution of works as the responsible of customer service;
• result assessment.

The analysis system and reportings developed during the project allowed to increase transparency and controllability of processes. Besides, with its help assessment of satisfaction of internal consumers is made.

Experts of Akelon provided personnel training of pharmacy chain and developed the detailed video tutorial for sending addresses via the web portal.

In a system 45 service specialists servicing all pharmacy chain actively work.