Metric Tracking and Improved Reporting at a Nationwide Pharmacy Chain

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Summary

The pharmacy department began a program to unify their various analytics teams, build a single set of metrics and definitions for reporting and simplify the process of extracting and visualizing those metrics. Sagence helped build a set of definitions for these success metrics, followed by a set of automated reports to allow the client to track their progress more easily.

Challenge

The client had a variety of different initiatives in place touching on nearly every aspect of the pharmacy experience. These ranged from improving functionality of the pharmacy website and app, to testing different site layouts, to rolling out handheld devices to assist pharmacy associates with filling prescriptions. New health and wellness (H&W) leadership wanted to determine the effectiveness of each initiative, and ultimately decide which ones to eliminate, which ones to restructure, and which ones to keep. However, very few of these initiatives had any centralized way of tracking and visualizing KPIs or success metrics, and many did not have any such metrics defined at all.

Solution

Sagence worked with Subject Matter Experts (SMEs) and stakeholders to formulate the KPIs that could be used to measure the effectiveness, ROI and potential of the major initiatives and pilots. With the KPIs better defined, we identified how to properly pull the metrics from the client’s existing data lake in Hadoop. We built a number of cross-platform data models to clean, transform and pull together data from sources, such as the Hadoop Data Lake, DB2, and Teradata, and load it into a target source from which visualizations could be easily built.

We designed ways to visualize the effectiveness and ROI of the various programs. We worked to make a set of user-friendly Tableau dashboards, and ensured that they would tell a clear story about what was working and what needed to be tweaked in each program. We also built out Alteryx flows to ensure that each metric and dashboard can be easily and repeatedly recreated and updated.

Results

Leaders within the various initiatives continue to use the visualizations to help develop rollout strategies for existing programs and to brainstorm ideas for new programs. For example, the Omnichannel team, developing a new set of text features, used the dashboards to determine the pilot’s effectiveness so far, which has given them the confidence to expand into new markets.

Senior leaders within Health & Wellness used the new tools, dashboards and success metrics to determine which programs to keep and which to either retool, merge, or discard. This has helped build a considerably more streamlined department with fewer redundant projects.

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