Case Study - Keeping PharmaCare in Touch

The Situation

For over a decade, PharmaCare has been helping large employers, managed care organizations, insurance companies, unions and government agencies make safe, cost effective drug decisions for more than 30 million Americans. As one of the country’s largest pharmaceutical benefit management companies, PharmaCare fills prescriptions at more than 56,800 retail pharmacies, located in all 50 states, and in nearly every city. With a network as broad as PharmaCare’s, keeping in touch with customers and members in a timely manner is vital. For many years, PharmaCare had an internal printing and fulfillment department that provided a variety of services enabling the company to communicate quickly and efficiently.

The Challenge

In 2004 PharmaCare’s internal printing and mailing department closed and it became a top priority for the member communications staff to find a reliable, intuitive partner who could take on the work seamlessly.

“When our internal department closed, we needed to find a company that could do it all – offer graphics services and printing; take care of storing our standard materials; and provide fulfillment and mailing services,” said Jamie Bostard, supervisor, member communications. “At the end of the search process, we found MarketPlace Direct to be the company with all those capabilities and more.”

The MarketPlace Direct Solution

After being chosen to help PharmaCare with their printing, mailing and fulfillment needs, MarketPlace Direct started immediately by creating a custom Fulfillment Café store for PharmaCare with their new Xact Order software solution. This online store – created in about two weeks – allows Bostard and her team to streamline their process for printing and mailing materials to their members.

With PharmaCare’s Fulfillment Café store, Bostard can view photos of all of her products, track real time inventory, place orders for reprints, track shipments and run reports any time of the day, seven days a week.

“PharmaCare is taking full advantage of the features of our Xact Order software. They are placing orders on the fly for large and small print jobs, printing on demand and mailing projects up to one million pieces by easily uploading their print and mailing files through the internet,” Jim Kaufman, CEO of MarketPlace Direct remarked. ,”Xact Order gives them real time inventory, email notification of order placement and shipment along with tracking numbers if applicable. It’s customized to match the way they do business.”

The Results

PharmaCare’s transition from an internal department to MarketPlace Direct has been smooth and hassle-free according to Bostard. She credits MarketPlace Direct’s reliability, responsiveness and attention to customer service for the success they’ve achieved for PharmaCare.

With their store up and running in about two weeks, there was virtually no “down time” in the transition to this online solution and PharmaCare’s orders for member mailings were being filled almost immediately.

“MarketPlace Direct has been so helpful. They truly make an effort to understand the needs of our business to make sure they get the job done,” Jamie added. “So far, MarketPlace Direct has processed over two and a quarter million pieces, and the volume continues to grow. They’ve made my job easier, which makes it easier to keep our promise to our customers and members.”

To learn more about MarketPlace Direct’s Fulfillment Café, Xact Order capabilities or other services, visit www.marketplacedirect.net or call 412-771-6650.