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Case Study

Express Scripts transforms and speeds prescription delivery

  • Transformed legacy systems by wrapping and renewing
  • Automated processes to streamline workflows and assign tasks
  • Drastically reduced prescription processing time

"Within 90 days, we are able to deploy the minimum viable product – the most lovable product – into operation … That's the success story. That brings the business."

PullaReddy Yeduru Director of Technology, Pharmacy Processing COE, Express Scripts

The Business Issue

83 million customers rely on Express Scripts to get medicines quickly, safely, and affordably. With 14 different resource centers and 30 pharmacies across the United States - each with their own pharmacists, nurses, and technicians - this isn’t a traditional retail pharmacy operation.

Years of acquisition mergers and legacy systems made it difficult for the company to transform and continue to serve patients, clients, payers - all customers. Prescription processing frequency was critical. The complex steps for order entry meant getting the right drug, to the right patient, at the right time - and being ready to ship in 24 hours.

On top of it all, rapidly-evolving state regulations meant internal processes and external partners required flexibility to get medications to patients who needed them the most.

The Solution

To transform the prescription process, Express Scripts turned to Pega for case management, automation, and rapid delivery.

With the industry’s many nuances and regulations, work management helped assign the right work to the right person at the right time. Wrapping and renewing legacy systems meant the new platform was integrated with legacy data, so that when validations were processed, patient history remained in the system.

With bots, Express Scripts automated actual workflows, and with Pega’s low-code Agile development environment, was able to build and deploy quickly. Once able to process 6 to 8 prescriptions each hour, a pharmacist could now process around 23 per hour.

The Results

With the Pega Platform, Express Scripts:

  • Reduced prescription processing times by 4X
  • Can rapidly deploy a minimum viable product in 90 days
  • Wrapped and renewed legacy systems to preserve and enhance patient data

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  • Industry: Healthcare
  • Product Area: Platform
  • Challenge: Operational Excellence
  • Challenge: Enterprise Modernization
  • Challenge: Business Agility