Pharmacy
From refills to appointments—cut digital friction by 95%, fast.
Get real-time visibility into patient struggles—so you can fix it quickly, lower support volume, and improve digital care across every touchpoint.
Transforming digital pharmacy experiences with real-time customer insights.
Catch and resolve issues faster.
Proactively detect errors and remove blockers across critical pharmacy workflows, like vaccine scheduling and order status updates.
See the full journey, instantly.
Use AI-generated summaries to uncover user frustration across login to prescription checkout—so you can act quickly and deflect costly support calls.
Optimize pharmacy journeys at scale.
Replay sessions, segment by member or behavior, and analyze trends across web and app to continuously improve key flows like drug lookup, refills, and appointment booking.
How pharmacy teams use Quantum Metric.
Product teams.
Accelerate issue resolution across prescription refills, appointment booking, and onboarding workflows by identifying friction and validating fixes in hours—not weeks.
Tech teams.
Monitor and alert on real-time issues like API delays and order tracking errors. Use session replay and quantified impact to prioritize and resolve bugs faster.
CX/VOC & Support teams.
Enrich call data with session behavior. Reduce handle time, deflect unnecessary calls and align teams with one view of the digital patient experience.
Customer stories.
$86K
Prevented lost revenue.
A large U.S. pharmacy leveraged Felix AI to uncover a 73% silent failure rate on their “Email a pharmacist” feature—cutting call center volume and saving $86K annually.
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95%
Error reduction in vaccine booking.
Quantum Metric identified the root cause of a 51% vaccine booking failure rate and enabled a fix within minutes—reducing errors by 95% in just days.
21K+
Support calls deflected.
A leading pharmacy fixed order status discrepancies that drove 23.5% of call center volume—eliminating over 21,000 calls annually.
FAQ
How does Quantum Metric support pharmacy operations?
Quantum Metric provides visibility into the digital journeys behind vaccine scheduling, drug lookups, and prescription refills—so you can resolve errors before they reach the call center.
Can Quantum Metric connect digital behavior with call data?
Yes! With data enrichment, link IVR data with session activity using member ID, helping identify the digital causes of common call drivers.
How does Felix AI help digital teams at pharmacies?
Felix AI automatically summarizes user sessions, highlights intent, and recommends fixes. This speeds up issue resolution, improves experiences, and reduces operational costs.
What types of pharmacy data does Quantum Metric capture?
We capture behavioral data (clicks, taps, scrolls), technical errors (API, load times), and transactional data (vaccine bookings, order submissions) across web and app platforms.
Is Quantum Metric HIPAA-compliant and how do you handle PHI?
Yes. Quantum Metric is HIPAA-ready and SOC 2 Type II certified. We do not collect protected health information (PHI) or personally identifiable information (PII) by default. This ensures that pharmacy and healthcare teams can gain behavioral insights while maintaining compliance with HIPAA, PCI, and other privacy regulations.
Can Quantum Metric reduce call center volume?
Absolutely. By uncovering and fixing the digital causes of confusion, delay, or error, our customers have deflected tens of thousands of calls and saved millions annually.
Can I enrich Quantum Metric with data from our Pharmacy Management Systems (PMS)?
Yes. By enriching sessions with PMS data—such as medication availability, co-pay details, or authorization status—Quantum Metric helps teams understand the operational reasons behind user drop-off. For example, if a refill is abandoned, PMS data can reveal whether it was due to a backend issue (like ineligibility or out-of-stock medication), enabling faster resolution, fewer support calls, and better patient communication.
How fast can teams resolve pharmacy issues with Quantum Metric?
Teams using Quantum Metric have cut time-to-resolution from weeks to hours, and in some cases, fixed high-impact issues in minutes after they emerged.
