Microsoft and CVS Health will collaborate to bring customers personalized health experiences and equip 300,000 CVS Health employees, including frontline workers, with new tools to better serve customers.
By leveraging the power of Microsoft Azure, AI, Microsoft 365 and other innovative technology, CVS Health will undergo a digital transformation, simplify processes and bring new solutions to employees and customers.
According to an Economist Intelligence Unit study commissioned by Microsoft, organizations have accelerated transformation initiatives and have begun to rely more heavily on digital tools. From creating hybrid environments to help employees work from home virtually, to deploying new applications to better support frontline workers, digital transformation has become a fundamental necessity for business resilience, accelerating growth, and driving efficiencies.
“We are rapidly transforming into a consumer-centric, integrated health solutions company, taking a digital-first, technology forward approach to all that we do,” said Roshan Navagamuwa, CIO, CVS Health. “Business services at this scale requires a new level of partnership. Our collaboration with Microsoft will accelerate this work and empower our employees to provide quality care that is more personal and affordable.”
The collaboration with Microsoft will help CVS Health accelerate a data-driven, personalized customer experience, while complying with the company’s patient privacy and confidentiality policies. By combining information from different areas across the company with high agility, CVS Health will enhance its omnichannel pharmacy capabilities and deliver customized health recommendations. CVS Health will also scale up retail loyalty and personalization programs that use advanced Machine Learning models running on the cloud computing service Azure. In addition to creating a more personalized and seamless experience for consumers, data science will also be used to improve access to care and health outcomes.
Enabling Frontline Workers
Through the use of Microsoft Teams and Office products, CVS Health will be more agile, enabling retail employees to more easily consume key information needed to answer common questions and solve customer needs faster.
CVS Health currently leverages Azure cognitive services like Computer Vision and Text Analytics for Health that automate tasks. In Specialty Pharmacy, for example, CVS Health has digitized intake using these services – including the 40% of prescriptions that arrive as paper or fax – helping technicians fill prescriptions, faster and easier than previous methods. Microsoft will continue to expand and partner with CVS Health to reimagine and simplify processes, as part of CVS Health’s technology-driven digitalization program.
Expanding Cloud Services
CVS Health selected Microsoft as a preferred cloud provider for applications. Azure will play a key role in CVS Health’s acceleration of its digital transformation by expanding the company’s already formidable multi-cloud presence to over 1,500 new and existing business applications in Azure cloud.
Microsoft and CVS Health will also explore innovative technology solutions that will support consumers, employees, and ecosystem partners. Microsoft HoloLens, Dynamics 365 Guides, and Remote Assist can simplify complex procedures with intuitive tools to help support CVS Health employees. Microsoft Azure AI and cognitive capabilities can also extend to automate administrative and predictive processes and reduce waste through co-innovation.
“We are excited to partner with CVS Health on its digital transformation journey, collaborating together on how the company manages health data at scale, improves the customer experience, and drives operational efficiency,” said Judson Althoff, Microsoft’s chief commercial officer. “With the Azure platform and its AI capabilities, we will combine the power of data, the expansive reach of CVS Health’s world-class solutions, and Microsoft Teams to connect health care experts and create customized care and services that enable people to live healthier lives.”