A Trends Report
Service and support requirements for pharmacy have changed. PSS should no longer be relegated to the technical realm. Spare part supply, repairs, hotline, maintenance, on-site interventions and training has to be complemented by a new generation of services in today’s high-velocity, high-volatility environment.
Here are four PSS trends you should look for:
1. DATA-DRIVEN
A modern approach for PSS starts with data. New digital service tools provide real-time insights during ongoing operation. These services visualize the status of machines all the way down to the component level. They also enable efficient resource planning and operational excellence as well as system wide analysis that enables smarter and faster decision-making.
- Look for a tech partner that offers condition monitoring and advanced software for SCADA, CMMS, warehouse operational control and big data analytics.
2. STRATEGIC
Pharmacies are challenged on so many fronts, they now look to their tech partners to better align service and support with business goals. This strategic alignment necessitates a high level of expertise in intralogistics, a deep knowledge of industry requirements and the ability to innovate for success.
- Look for a tech partner with a proven service record that spans consulting and system design all the way through to retrofits and revitalization.
3. COMPREHENSIVE
To adequately support the complex needs of today’s pharmacy value chain, PSS must go beyond technical support. PSS should also take into account system performance, overall system utilization and the quality of warehouse processes. Advanced PSS that optimizes all four of these areas will determine pharmacy success.
- Look for a tech partner that provides proactive CMMS guidance coupled with the complete visualization of machine control data.
4. CONSUMERIZED
Harvard Business Review says, “Business-to-business buyers now expect the same level of convenience as their business-to-consumer (B2C) counterparts.” The same is true for supply chains and pharmacy. This consumerized experience should “deliver on the more personalized, fast and effortless experiences that digital tools and data-driven capabilities can offer.” Today’s B2B buyers value real-time, always on customer service, instant support and first contact resolution.
- Look for a tech partner with a strong service culture, sophisticated digital tools and a proactive approach to problem resolution.
