Retail Success Story

Customer: Professional Village Pharmacies – Monroe, Michigan

Professional Village Pharmacies is a chain of 7 customer-oriented pharmacies located in Monroe County, Michigan.  The chain provides prescription and over the counter medicines and medical equipment.  The firm differentiates itself from large pharmacy chains by providing a very high level of customer service including free delivery to customers residences.

Need: Replace existing Avaya analog telephone systems at each pharmacy to improve customer service and customer awareness of the firm’s products and services.  Standardize the systems at each site to provide transient employees a standardized communications system.

Solution: Seven ESI S Class GII Telephone Systems linked by SBC Centrex Telephone Service

Benefits: Each location has an auto attendant to answer calls after hours providing hours of operation, a voice mailbox to leave after hour prescriptions, general driving directions and access to leave a voice mailbox for office workers

Calls can be transferred from location to location by simply pressing “TRANSFER” “LOCATION NAME” if a customer inadvertently calls the wrong pharmacy

Specialized holiday greetings and advertisements are recorded as hold music so that the pharmacies can provide customers information on additional products and services while holding for a pharmacist or technician

The Ipanema ESI system simplified the office workers desks by providing a single digital phone with line and extension appearances to show the status of all of the worker’s desks in the pharmacy, medical equipment and offices areas

Vendors:   Ipanema Solutions / ESI S Class GII telephone systems
                 AT&T Centrex Voice Lines