Measured outcomes
Pharmacy-system uptime: 99.99%
Tech-related dispensing errors: down 64%
Pharmacist NPS on tech support: +38 points
480 locations on unified platform
A specialty pharmacy chain’s 480 locations relied on technology for safe dispensing. Tech outages had patient-safety implications. Service-desk responsiveness was uneven.
ServiceNow ITSM with pharmacy-tier SLAs. Pharmacist-facing portal optimized for retail-pharmacy workflow. Critical-incident escalation with automated parallel notification.
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