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CASE STUDY
Brooklyn Pharmacy Owner Says PrimeRx Customer Service Team “Knows How to Fix Things”
When Brooklyn pharmacy owner Brett Cohen faced the challenge of transitioning to a new pharmacy management system, he needed a solution that would protect decades of data without disrupting his business. PrimeRx went above and beyond, delivering a custom-built integration solution and unmatched customer support.
A Search for the Right Pharmacy System
When Brooklyn, New York, pharmacy owner Brett Cohen set out to find a new pharmacy technology system, he had specific needs in mind. However, what truly stood out was the exceptional customer service he received after choosing PrimeRx.
“It’s really exceeded all expectations,” Cohen says.
From the moment he began working with PrimeRx, the level of support was unmatched. Jose, a PrimeRx installation technician, dedicated 10-15 hours a day to ensuring the transition went smoothly.
“Jose was relentless in making sure all bugs were fixed. He even took my calls on weekends.”
Challenges: Finding a System That Would Protect Years of Data
Cohen’s pharmacy, Globe Drug & Surgical, specializes in compounding, veterinary medications, and hard-to-find specialty drugs. His biggest concern when switching systems? Data integrity.
“I’ve kept extensive records, and they had to be transferred without loss. Many companies just couldn’t guarantee that.”
His previous pharmacy software provider had been acquired multiple times until the new owner decided to discontinue support. The only option offered was a limited replacement system that would have erased years of historical data.
“The new system would have only converted very basic information. I would have lost nearly everything.”
Frustrated with the lack of solutions, Cohen began researching alternatives—leading him to PrimeRx.
Solution: A Custom Approach from PrimeRx
PrimeRx immediately understood the scope of the challenge and went above and beyond to create a solution.
✔ Developed a customized data integration process to ensure no records were lost
✔ Brought in external specialists from InfoWorks to refine the solution
✔ Provided round-the-clock support, with Jose onsite for long hours during the transition
“They basically created new functionality just for me,” Cohen says.
In addition to a seamless data transfer, PrimeRx introduced workflow enhancements tailored to his pharmacy’s needs. For example:
🔹 Reconfigured label fields to capture specific notes for compounded medications
🔹 Adjusted decimal values to properly record controlled substances
“It seems like a small change, but it’s huge for compounding pharmacies.”
Conclusion: A Lasting Partnership with PrimeRx
Since making the switch, Cohen’s pharmacy operations have improved significantly. While the transition required extra attention, PrimeRx’s commitment didn’t end there.
“Even two years later, I know support is just a phone call away.”
Unlike other systems that act as simple “filling machines,” Cohen sees PrimeRx as a true pharmacy management system—one that streamlines workflows and enhances patient care.
“PrimeRx has transformed my pharmacy, and the customer service? That’s really top notch.”
Get in Touch with PrimeRx Today!
PrimeRx support is always just a call away.
