Posts tagged with "Customer service"

Walgreens joins with FedEx to offer next-day prescription home delivery

December 7, 2018

When an incapacitating or communicable illness hits home, getting dressed and driving to the drug store suddenly becomes an Olympic-size challenge—and one that could spread your germs to the other customers at the pharmacy. Now, there may no longer be the need to drag yourself out the door.

On December 6, Walgreens and FedEx jointly announced the nationwide launch of next-dayiprescription delivery service—bringing together Walgreens’ extensive network of neighborhood pharmacy locations with FedEx’s air-and-ground delivery fleet in order to enhance convenience for customers.

In doing so, Walgreens claimed it will become “the fastest choice for next-day prescription delivery across the nation.”

Customers enrolled in text alerts will receive text notification when qualifying prescriptions are ready. Following a simple process on their mobile devices, they then can have their qualifying prescriptions delivered right to their homes as early as the next day (for a $4.99 fee nationwide). In addition, same-day delivery now is available in select markets—and will be expanded in 2019.

“Walgreens is driven by a desire to make healthcare accessible to all across the thousands of communities we serve. Next-day prescription home delivery is another convenience-driver, alongside our industry-leading number of extended hours pharmaciesiii and one of the most downloaded digital apps in the category, designed to put care in the hands of our patients,” said Richard Ashworth, Walgreens president of operations. “This expansion of our alliance with FedEx illustrates our commitment to making filling prescriptions as fast and easy as possible.”

Walgreens ExpressT allows patients to preview their cost, prepay for eligible prescriptions, and choose between home delivery or express pickup in store. Patients who prefer collecting prescriptions at their local Walgreens can enter a dedicated Walgreens Express pickup checkout line to receive their prescriptions.

“FedEx and Walgreens are empowering consumers to choose when and where they receive their orders,” said Randy Scarborough, vice president of Retail Marketing, FedEx Services. “Just as FedEx package pick-up and drop-off services at Walgreens locations provide customers with much-needed convenience, the ability to ship prescription medication directly from Walgreens to their homes offers valuable flexibility to best meet individual needs and schedules.”

Research contact: morry.smulevitz@walgreens.com

Americans have had it with two-step verification

July 10, 2018

Secure or simple? Millions of Americans are fed up with overly complicated web and phone security measures, based on findings of a poll released on July 9 by data analytics firm FICO.

The researchers, who polled 2,000 U.S. adults, report that 81% of respondents don’t see the need for what they consider unnecessary safety methods, according to a story posted on SWNS Digital. In fact, nearly one-half (47%) are sick of having to answer endless security questions whenever they call customer service departments. And over six in 10 (64%) are riled by the need for elaborate passwords featuring a mix of numbers, symbols and capital letters. Indeed, 78% said they struggle to keep track of all their passwords.

Forty-eight percent are fed up with the use of two-step verification and seven in 10 (71%) are frustrated by CAPTCHA codes —because, they say, the codes tend to feature illegible words.a

All in all,  more than two-thirds (71%) think there just are too many security measures nowadays.

T.J. Horan, a vice president for Fraud Solutions at FICO, comments, “There’s a real discrepancy here: Consumers are glad their bank{s are] protecting them, but frustrated that the protection is making it harder for them to open accounts and make purchases.

“When it comes to digital transformation, a smooth customer experience is going to be vital. The winners will be the firms that can balance this against the need to stop fraud.”

Interestingly enough, 46% of respondents said they even consider airport security to be an inconvenience and 38% regard mobile phone PINs as a somewhat of a hassle.

And perhaps it’s no wonder, as those polled have 34 different online accounts on average—including email accounts, shopping accounts, social media accounts, bank accounts, and more.

Finally, the security measures associated with banking appear to be particularly frustrating to those polled—especially when it comes to opening a new account online. Twenty-two percent said they would either give up on opening a bank account
completely, or give up and try at a different bank if they were forced to jump through too many hoops (such as having to post documents or travel to a branch in person)

“This survey shows the conflict between consumers’ desire for greater protection and their desire for easy processes,” said FICO’s Horan.“As we move to more instant transactions, including real-time payments, it’s clear that the industry has a lot of work to do to get this balance right.”

Research contact: greg.jawski@porternovelli.com