Brooklyn Pharmacy Owner Says PrimeRx Customer Service Team “Knows How to Fix Things”
When Brooklyn, New York pharmacy owner Brett Cohen was in the market for a new pharmacy technology system a few years ago, he knew he had very specific needs. What he wasn’t expecting though, was the exceptional level of customer service he has received since purchasing the PrimeRx management system.
“It’s really exceeded all expectations,” Cohen says. “At one point Jose (PrimeRx’s installation technician) was camped out in my pharmacy for 10-15 hours a day, working on a fix to my issue. I have his cell phone number, and Jose’s taken my calls from home, even on weekends.”
While most pharmacies don’t require this level of attention, Cohen’s case was different. His pharmacy, Globe Drug & Surgical, offers an extensive portfolio of patient services, including compounding, veterinary medications, and specialty drugs that are hard to find. He has owned the pharmacy since 1993, when he took over from his dad, who founded Globe Drugs in 1961.
“I’ve kept extensive records” Cohen says, which needed to be converted and integrated into the new system. “Maintaining data integrity was a top concern in switching to a new system. The data had to be kept in a certain format, and easily accessible, with assurances that no data would be lost.”
But that proved to be an assurance many technology companies were unable to give. Cohen says his pharmacy had used the same technology provider since the mid-1980s. The technology company had been acquired multiple times over the years until finally, a new owner decided to stop supporting its pharmacy management solution. Instead, pharmacies were directed to an alternate system, with limited functionality. “The new system would have only converted very basic information,” Cohen explains. “I would have lost just about all of my historical data, which would have been devastating. And no one seemed interested in helping me find a fix.”
Cohen went to work and did his research. He soon learned that PrimeRx is a market leader in the New York City region, which certainly caught his attention. But what really sold him on PrimeRx, he says, was when he realized just how far they would go to help. “They basically created new functionality just for me,” he says.
Cohen recalls extensive conversations with PrimeRx representatives, who immediately understood the scope of the project, and “didn’t shy away from the job.” Instead, PrimeRx went to work to find a solution. The company drew from its team of internal technicians and enlisted external support from third-party provider InfoWorks. After much trial and error, a solution was developed that enabled the complete and seamless integration of all data.
“It’s perfect,” Cohen says, “and I’m so grateful to Jose and the entire team for everything they did to make it happen. Jose was literally on site for 10-15 hours a day during the initial integration. He was relentless in ensuring that all bugs were fixed, and that the system worked perfectly. And he was accessible for months afterwards. This level of service was such an unexpected pleasure.”
While data integration was at the top of Cohen’s list when selecting PrimeRx, he has since come to appreciate the system’s extensive functionality. “My previous system was essentially just a ‘filling machine,’ that facilitated the dispensing process,” he says. “PrimeRx though, is a management system that takes functionality to a whole new level.”
Cohen now relies on PrimeRx to manage several pharmacy workflows which, in turn, has resulted in additional customer service requests. This is due largely to his pharmacy’s unique needs, mostly the result of his compounding work. He says he contacts PrimeRx roughly 4 times a week and is consistently satisfied with the service he receives.
“I’m never put on hold, and never bounced around from one operator to another.” Instead, he says, “this team knows how to fix things.”
Cohen cites the PrimeRx team’s successful reconfiguration of the system’s label fields, so that specific notes for each compounded medication can be captured. Another example includes the way in which trace amounts of Controlled Substances are recorded in the system. Cohen noticed that PrimeRx routinely rejected the medication values he entered for these substances. The situation was resolved by adding a new decimal value. “It seems like a simple thing, but it’s quite significant for compounding pharmacies,” he says.
It’s been just over two years since Globe Pharmacy made the transition to PrimeRx. And while Jose and the rest of the PrimeRx team no longer need to camp out in his pharmacy, Cohen knows that support is just a quick phone call away.
“PrimeRx has definitely improved my pharmacy’s operations, and I’m grateful” he says. “But the customer service? That’s really top notch.”
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