McKesson sees specific gains as a result of making purposeful use of social networking technologies and measuring the impact. The pharmaceutical distributor and healthcare information technology company is using social business technology to unify support for its software products in the electronic medical record and practice management markets. McKesson's Physicians Practice Solutions had acquired several products in recent years and needed to consolidate support, services, documentation, account management, product development and product management.
McKesson is using SocialText's social intranet platform to enable communication among employees in its various channels, including those dealing directly with customers or with value added resellers and those providing policy and product content. McKesson measures the success of its social initiatives using key performance indicators. For example, since implementing social technology and practices the average speed to answer customer calls has decreased 66% and same-day resolution of customer concerns has improved by 12%, said Timothy Kelly, executive director of customer support.