Network Solutions - A Network Solution In Action

A NETWORK SOLUTION IN ACTION

One company that was highly successful at leveraging the power of networked systems as a business advantage was Walgreen Co., which in 2001 was the largest U.S. drugstore chain with 3,446 stores operating in 43 states and Puerto Rico. The company began using networks as a solution to business challenges in 1981. At that time, it connected its pharmacies together via satellite and unveiled a computer system called Intercom. Since then, its computer systems and networks have continued to evolve. The next generation of Intercom was Intercom Plus, which Walgreens described as an advanced "pharmacy computer and workflow system."

Intercom Plus provided a variety of benefits to staff and customers. One of the system's features allowed patients to request prescription refills and pickup times by phone and have the data fed directly into Walgreen's system. Consumers also could access Intercom Plus via Walgreen's full-service online pharmacy. Because the same system is used via the Web, telephone, or at physical store locations, Walgreen always has one consistent, real-time view of its operations, and is able to realize benefits through increased efficiencies.

In August of 2000, Walgreens took advantage of its seamless network to make e-commerce even easier for its customers when it gave them the ability to register for its online pharmacy by simply providing their e-mail address to staff at any physical retail location. Staff then took the address and integrated it with information that was already on file for that customer in Walgreen's database. This eliminated the need for customers to re-key the information online. Once their e-mail addresses were added to Walgreen's system, customers automatically received a username, password, and PIN number via e-mail, allowing them to use their new online account.