Technology platform and reporting
Powered by technology, OTC Stores aims to improve customer experience. Our platform is a fully integrated suit of administrative instruments that optimize operational efficiency.
Technology platform components
- CRM
- Reporting portal
- Webstore
- Supply chain solution
- Warehousing system
360-degree analytics
Our technology platform ensures fast and seamless program implementation, enhances management, enables financial and CMS reporting, as well as provides 360-degree analytics
- Financial transactions
- Surveys processing
- Call center metrics
- Fulfillment metrics
- Seasonal diseases and needs
- Risk management
- Products categorization
- User shopping behaviour
- Shopping cart structure
Control over business processes
We bring together everything required to create integrated, intuitive, and transparent processes and services for both a Health Plan and its members.
Fastest-improving platform
We constantly monitor the market and gather feedback to deliver the features that meet evolving business requirements.
High availability and security
Our systems operate with 99,9% uptime, as well as are scalable and compliant with industry security standards.
Analytics-driven optimization
We deliver improvements based on 360-degree analysis of user feedback, industry trends, market demands.
Reporting and billing
A health plan is billed on a weekly or biweekly basis for the items the members order.
Partnering with OTC Stores, a health plan is given 24/7 access to our 360-degree reporting portal, where you are able to track various metrics, including, but not limited to:
- Utilization and retention reports
- Transactions analytics
- Reports on most popular items
- Users metrics
- Returns reports
- Grievances and appeals reports
Supply chain and warehouse management system
Supply chain management
Our proprietary supply chain solution allows for continuous analysis of demand and stock control:
- Insure high availability of products and minimize out of stock
- Forecast product demand
- Keep inventory at economically effective level
- Manage interactions with suppliers
- Analyze sales and inventory
Warehouse management
Entirely interconnected systems allow us to get the best performance, accuracy, and visibility possible.
- A six-level quality control of order fulfillment
- Maintaining high inventory availability
- Orders are packed same day
- Convenient returns for members
- On-demand custom labeling and/or special packaging
- On-demand special packaging
- Risk management with disaster inventory
- Same-day delivery of the critical items *
* Warehouses in close proximity to the customer base under an agreement with a health plan
Customer relationship management system (CRM) and e-commerce platform
The analytical approach helps us to deliver care to members.
We get 98% customer satisfaction rate, as we regularly improve our service
User shopping behaviour analysis
We regularly perform an in-depth analysis of user behavior separately for those who shop online and on the phone, extracting insight on each customer's needs.
- Expenditure patterns
- Behavioral patterns
- Behavior anomaly detection
- Product bundles preferences
- Seasonal needs of membership
- Seasonal needs of membership
Surveys analysis
Based on the members' feedback and call center communication with members, we adjust our services to exceed their expectations and strengthen their loyalty.
- Seasonal needs of membership
- New product bundles development
- Adding new products to the catalog
- Service level improvement
- New features planning and delivery
Service-level standards
We constantly monitor the agreed-upon expected compliance and reliability of our services. Thus, we ensure high standards of the business delivered both to a health plan and its membership.
- Logging members appeals with tracking time-to-resolvepatterns
- Compliance control of the calls
- CMS requirements control for call handling
Fulfillment standards and quality control
We proactively monitor the agreed-upon fulfillment and delivery standards, ensuring the members are able to track the delivery status and receive their orders on time.
- Orders are shipped the same or next business day
- Order delivery tracking
- Quality control upon receipt