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Marley Drug Wins the 2023 Excellence in Customer Service Award

Marley Drug wins the 2023 Excellence in Customer Service Award
Marley Drug, a U.S.-based licensed pharmacy, has been awarded the 2023 Excellence in Customer Service Award. This recognition was given in honor of Marley Drug's commitment to providing exceptional customer service.

“Customer service professionals and suppliers have had to make significant changes to adopt to our evolving world,” said Maria Jimenez, chief nominations officer of the Business Intelligence Group. “It is our honor to recognize Marley Drug as they are leading by example and making real progress on improving the daily lives of so many.”

The Excellence in Customer Service Awards celebrate those who are winning by supporting their own customers and those who are developing the tools to help others find success. Awards were given out to consultants, outsource partners and technology providers for superior performances in the past 12 months.

About Marley Drug

Marley Drug has been serving the local community in Winston-Salem, NC since 2003. In 2012, they expanded their services to all 50 states and several U.S. territories with a new cash-based prescription model. This approach gained national attention and helped save Americans hundreds of dollars on their prescription medication. In January 2022, Marley Drug launched an e-commerce website to allow customers to access their medications from the comfort of their homes.

Marley Drug’s goal is to create a healthier pharmacy experience.

A Focus on Customer Service

What sets Marley Drug apart from other big box pharmacies is their focus on customer service. With over 60 years of combined experience, their team of skilled pharmacists strive to be a one-stop option for all their patient's medication needs. Additionally, Marley Drug has a dedicated in-house customer support team that allows customers to easily talk with someone without the need for long hold times. As a result, 97% of customers were very satisfied with their experience, and 99% of customers would recommend Marley Drug to a family member or friend.

Marley Drug understands the challenges that patients face with the current pharmacy system and aims to improve the cost, convenience, and customer service for its customers. They price their medications differently than other pharmacies, sourcing the same safe and efficacious FDA-approved medications as others, but selling them at a ‘wholesale price.’ This pricing model cuts out several middlemen like pharmacy benefit managers (PBMs) that contribute to high drug costs.

Customers can receive their medications without having to leave their home. In 2022, the average delivery time was less than two days. Customers can fill their medications online, over the phone, or through an app, making it easy and convenient for them.

Free Pharmacy Resources

Marley Drug has provided personalized and professional care to their patients. They offer their patients time and money-saving tips by price checking medications, and they provide educational resources for their customers, assuring their comfort and trust. Health-related blogs and savings tips are published almost daily on Marley Drug’s e-commerce website. In addition, they launched a new YouTube platform, Ask Marley Drug, where their pharmacists answer the most commonly asked questions about medications. And they just reached 1 million views!

Built on an Outstanding Reputation and Word of Mouth

Marley Drug's built a reputation for excellence because of the people who work there. Their employees love their job and love their customers. The focus has always been on the customer, and Marley Drug empowers their patients to take control of their health by educating them on ways to save money, stay informed on their options and foster a safe and convenient place to fill their prescriptions.

Looking at the numbers last year, Marley Drug's performance was outstanding. With an average hold time of less than 60 seconds and 95% of phone calls being answered immediately, Marley Drug's customer service is unparalleled. For local customers, the average fill-time was only 9.8 minutes, and for remote customers, the average delivery time was 1.8 days. All prescriptions received were filled and shipped out the same day.

Try Out Marley Drug

If you are fed-up with the status quo then look no further than Marley Drug. Marley Drug's award-winning customer service is a testament to their commitment to creating a healthier pharmacy experience for their customers. They have set the standard for excellent customer service. And they continue to improve their processes to develop a healthier pharmacy experience for their customers.

So next time you’re at your healthcare provider just tell them to send your prescription to Marley Drug. You won’t be disappointed you did. Provide a brief description or biography of the nominee: