What we heard: While lots of innovation was underway in 2024, not all customers were aware of it or felt the same impact. We heard that you’re excited for Surescripts to bring more fresh ideas to the table and keep partnering on new solutions to your most important challenges.

What we’re doing: We’ve introduced Touchless Prior Authorization technology to transform the prior authorization process. It’s already helping automate existing manual workflows, significantly reducing time spent on administrative tasks, returning time to prescribers, pharmacists and care managers while quickly getting patients started on treatment.

What we heard: You want us to keep streamlining the everyday experience of navigating Surescripts platforms and processes. That includes consolidating separate logins, improving the change of vendor process and expanding dashboards for easy access to the data you need.

What we’re doing: We are continuing to improve your self-service journey, both through your login experience as well as through the tools you use.

For example, we streamlined Workbench so there’s now a single user interface to enter and manage your support cases. Workbench is also now home to Certification Tester, a tool that makes it easier to run tests for the purpose of getting certified for the NCPDP 2023 Upgrade. Get immediate, real-time feedback with this user-friendly, self-serve tool.

In July, we began piloting a new automated process that eliminates the need for manual change of vendor requests. This process is designed to reduce confusion and ensure messages are routed to the new vendor—without the need for intervention.

What we heard: You want more help resolving issues that involve another side of the network and connecting with the right people to help you solve bigger challenges. We also heard a desire to keep expanding the network so you get even more value from Surescripts solutions.

What we’re doing: We’ve been hard at work launching smarter, more contextual support.

Thus far, we've launched key capabilities that streamline how Surescripts Customer Support cases are submitted, classified, and resolved—including automated case creation for chat and voice, AI-driven classification, and sentiment analysis for voice calls. These analytics allow us to listen at scale, making it possible to understand not just what you’re contacting us about, but why.

Our customer support innovations are also reducing friction and helping us resolve more cases on first contact, with less back-and-forth. For example, our newly integrated phone system, portal upgrades, and consolidated case workflows are already saving thousands of hours annually—which means faster response times and clearer communication.