A small, innovative neighborhood pharmacy chain serves a diverse mix of customers. From retail prescription services to the high-volume needs of long-term care facilities, the two channels required two different approaches. When it came time to institute a business development process, operating efficiently and retaining important, high volume customers no one in the company had the skills, time or idea on where to begin. Lauterback was the unanimous choice of partners and key staff members.
Because nothing hurts more than overselling your capabilities, building a sustainable infrastructure took precedence over finding new customers. Thus, our process began with intensive evaluation and planning. With our direction, the pharmacy created more efficient operational processes which were memorialized in a systematic Operations Manual. Simultaneously, we audited every aspect of their “to market” activities from interactions at the transaction counter, to after sales activities. The plan involved initiatives such as prospect profiling, database development, a broad range of print and electronic promotional materials, sales force recruiting and sales management. We even assisted in mentoring the owners in instituting crew protocols and team building programs.
Over the last 4 years Lauterback has been called back for several additional assignments. We have assisted with identifying niche opportunities and building communication platforms to promote their presence in these areas. The organization has grown over 40% in revenue during this ongoing relationship.