making it easy to do business - idg€¦ · 99% voice = high touch/manual . reduce order errors 25...

Making It Easy to do

Business

How Baxter Healthcare is Applying Technology

Baxter A leader in healthcare for more than 80 years

$15.3 billion sales; 61,500 employees; NYSE

1,500 employees ANZ

1 Manufacturing plant

8 Pharmacies

In house Logistics

Commercial business units

Medication Delivery - intravenous

(IV) solutions & anesthetic gases

Renal – home and hospital based

therapies for people with end-

stage kidney disease.

Pharmacy - 8 compounding

centres in ANZ

Bioscience – vaccines and plasma-

based proteins to treat hemophilia

and other bleeding disorders

The Journey

Internal Systems – ERP Consolidation & BI

Marketing Systems – Digital Closed Loop

Customer and Patient Experiences: The Perfect Order

First Call Fix

JDE Instances - Current Total: 28 (as of Jan 2006) Finance (27), Distribution (20), Manufacturing (10)

Cognos

LAM B3

EMEA B5

APAC B4

NA B1

C3ME B2

Hyperion

Legacy: 31 Instances JDEdwards 7.x No process/governance Current: 5 Instances JDEdwards 8.12 Global process/data

Global ERP

Consolidation

The Journey Internal Systems – ERP Consolidation & BI

Marketing Systems – Digital Closed Loop

Customer and Patient Experiences: The Perfect Order

First Call Fix

Integrated solutions

Medical Databases

Learning Management

System

Web Analytics

Video Streaming

FAST Onsite Search

Event Management

System

Digital Tool Kit

News Aggregation

Service

Baxter Professional

Website

The Journey Internal Systems – ERP Consolidation & BI

Marketing Systems – Digital Closed Loop

Customer and Patient Experiences: The Perfect Order

First Call Fix

Customer Interactions

40% EDI

<5% Web, email, voice

>50% fax orders

Patient Interactions

99% voice

= high touch/manual

Reduce Order Errors

25 July 2014

0.87%

0.68% 0.67%

0.61% 0.66%

0.32% 0.31%

0.21% 0.22%

0.11%

0.21% 0.22%

0.29%

0.00%

0.20%

0.40%

0.60%

0.80%

1.00%

May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14

Order Entry Credits to Manual Orders (%)

Order Entry Credits to Orders Target % Order Entry Credits %

Total Monthly Credits

25 July 2014

May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14

Monthly Credits by Dept - Value

Finance QA Customer Service Pricing

Distribution Pharmacy Customer Error Homecare

Sales & Marketing Blank Value Total

JDE Dashboard

SFDC

Call Quality

25 July 2014

61

14

60 66

83

91

77

27 29

56

49

41

50

17 3

26 27 32

35

22

12 17

26

19

26 24

86 90.5 92 92 93.5 94.5 95.5

88.5

95 98 96 95.5

91.5

80 85

90

0

20

40

60

80

100

120

May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14

Call Quality Measures

Calls Evaluated Coaching sessions Call Scores (%) Call Score Target (%)

Last weeks data

CIC Reporting

Total Monthly Credits

25 July 2014

Number Answer Point Voicemail

1800623962 0288601907 CustomerService_NSW@baxter.com

1800812738 0288601924 CustomerService_NSW@baxter.com

1800812735 0288601925 CustomerService_NSW@baxter.com

1800812736 0288601926 CustomerService_NSW@baxter.com

1800812737 0288601927 CustomerService_NSW@baxter.com

1800061496 0288601942 CustomerService_NSW@baxter.com

1300789646 0288601929 CustomerService_NSW@baxter.com

1300789646 0288601930 CustomerService_NSW@baxter.com

1300789646 0288601931 CustomerService_NSW@baxter.com

1300789646 0288601932 CustomerService_NSW@baxter.com

1800812740 0288601902 Homecare_ANZ@baxter.com

1800061491 0288601906 Homecare_ANZ@baxter.com

1800284600 0288601934 Homecare_ANZ@baxter.com

1800061495 0288601935 Homecare_ANZ@baxter.com

1800061494 0288601941 Homecare_ANZ@baxter.com

1800061493 0288601989 Homecare_ANZ@baxter.com

1800858833 0288601936 Homecare_ANZ@baxter.com

1800812743 0288601938 Homecare_ANZ@baxter.com

1800854009 0288601940 Homecare_ANZ@baxter.com

1800224352 0288601946 Homecare_ANZ@baxter.com

1800061554 0288601934 Homecare_ANZ@baxter.com

0800220030 095742429 Homecare_ANZ@baxter.com

0800466322 095742452 Homecare_ANZ@baxter.com

0800660030 095742453 Homecare_ANZ@baxter.com

0800229837 095742451 CustomerService_NZ@baxter.com

0800466322 095742452

0800220030 095742429

1800063093 0288451699 ANZ_CS_TechServices@baxter.com

0800229832 ANZ_CS_TechServices@baxter.com

Tech Services NZ

Customer Service AU

Homecare AU

Homecare NZ

Customer Service NZ

Tech Services AU

1800 BAXTER

&

NPS