Opportunity A physician visit often results in filling a prescription for medication. It’s a process that seems simple enough. However, for a prescription benefit management (PBM) leader that fills almost two billion prescriptions annually through mail order, it can be a daunting task. The PBM has over 5,000 employees supporting the process, including contact center agents, back-office data entry and processing staff in order fulfilment, professional pharmacists, and packaging and shipping personnel. For the company, growth through acquisitions and mergers had created numerous system and process integration challenges. On top of this, forecasting and scheduling of back-office personnel across multiple sites was done primarily using spreadsheets, which was laborious and error prone.

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