Helping customers get their medications delivered during COVID
Situation
During the height of the COVID-19 outbreak, Americans largely stayed home to avoid infection. Even just going to their local CVS to pick up their medications was a risk. There were concerns that patients were avoiding picking up their regular medications due to Covid fears.
Task
Our team was tasked with making a quick and easy way for customers to get their retail medications delivered straight to their door, rather than picking them up in-store. We would have to work within the existing order framework, which was rather clunky.
Action
We had to work within the existing pharmacy order framework: Unlike Caremark or Specialty, which are fulfilled through the mail, the retail pharmacy orders needed to be filled at their assigned local CVS stores. I needed to write simple copy to help customers follow the necessary steps to get their medications delivered to their homes.
Results
After the banner went live, we saw a dramatic increase in Rx orders delivered directly to customer homes. While I don’t have specific figures, our team was informed that leadership considered this quick fix a success.
Mike Joyce 