New innovations to improve customer service
The new software will not only allow for better tracking of prescriptions, but for better customer service in general. Feltzer said the move was made to give more support for the individual pharmacies. In order to ensure that, the stores made sure every glitch was anticipated and corrected before rolling the program out to the stores.
"A lot of planning went into this," Feltzer said. "We were very keen on making sure to plan this out properly. We wanted to roll it out with minimal disruption, both to the customers and the employees. It's a marriage between using the best technology and taking care of the people."
Already, the program is doing well. Feltzer said it has gone into effect in four stores in New York state, starting with Pittsford outside of Rochester.
"It's gone very well," he said. "It's a testament to the fact that we planned it out very well."
Feltzer said the new software will free up more pharmacists to consult with customers and will offer more technical support to the teams in each pharmacy.
"It will free them up to interact with the customers more," he said. "That's what separates us from the competition. We went to school for this stuff because we have a passion about counseling. That's what our goal is."
And Wegmans isn't done there, Feltzer said. The retailer will continue to look for ways to improve customer service and incorporate new technology into its business.
"It's a very exciting time," he said. "There's a lot of change going on, and it's all going to help us to better serve people. At Wegmans, we never rest. We're always about continuous improvement."