2016 Winner Profile

CVS Health

Project Description:
In March of 2014, CVS Health was looking for a way to bring simplicity to the complex and overwhelming task of prescription management and health wellness to more than 75 million of their plan members. Taking a customer-centric approach, CVS developed an integrated pharmacy solution leveraging their various data stores and creating a new seamless integrated digital front-end that now offers their customers the ability to manage prescriptions for themselves while digitally connecting them to the full breadth of CVS Health products and services, anytime and anywhere. By taking a customer centric approach to a complicated problem, CVS has measured an improvement in refill conversion driving ROI to over 165 percent annually while growing their overall digital adoption by over 6 percent with retail pharmacy patients this year alone.
Business Functions:
Customer Service or Support, Order Processing or Fulfillment, Sales
Business Goal:
Customer Experience
Stephen Gold, EVP and CIO CVS Health
Woonsocket, R.I.
Healthcare (e.g. Medical Services, Pharmaceutical, Biotech)
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