ePharmacy Customer Service Helpdesk

Role of the Department

The ePharmacy Helpdesk was established to:

• Provide a single point of contact to record all ePharmacy related calls

• Provide a call management service that will log calls and assign them to the appropriate resolver group where required.

• Manage all calls through the Helpdesk system ensuring that the relevant information is retained/updated on all call progress. Customer Service Advisors will monitor calls and keep all relevant parties updated on call progress through to resolution.

• Work with all technical and PMR Helpdesks in order to provide a professional and high standard call management service to the Community Pharmacists

• Be instrumental in supporting information exchange and knowledge/skill transfer to all interested parties.

• Advise and manage a PMR supplier call by transferring the call enquiry to the PMR supplier’s helpdesk OR if the CP wishes they may contact their PMR suppliers’ Helpdesk directly (Please note, any calls relating to technical or hardware issues are directed to the Supplier and not dealt with by the ePharmacy Customer Service Helpdesk).

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