How Marco Drugs used AI to reduce call volume and refocus staff on what matters most.
When nonstop phone calls began to limit their ability to deliver clinical care, Marco Drugs knew something had to change. CEO Sonia Martinez shares how implementing Synerio Engage transformed daily pharmacy operations and why “Sofie” quickly became an essential part of her team.
Challenge
“At Marcos Pharmacy, the phones were overwhelming. From the moment we opened, calls came in nonstop for refills, order status, store hours, etc. We had to put patients on hold and sometimes calls were dropped. Both staff and patients were frustrated! It made it difficult for our pharmacists to work at the top of their licenses and focus on clinical care.”
Solution
“That challenge is what led us to Synerio Engage. We implemented the platform which is fully integrated with our Pioneer Pharmacy Management System. Our AI virtual technician, Sofie now handles routine requests like refills, order status and other common questions. Sofie guides patients through the process and helps prioritize calls that truly need staff attention.”
Results
“Within weeks, we saw a dramatic reduction in call volume, easily 70–80%. There are now moments when the phone doesn’t ring for 15–20 minutes, yet we can see patients actively engaging with Sofie. While some long-time customers needed time to adjust, the overall impact has been incredible. Synerio Engage listens, learns, and continuously improves, just like a new team member. For us, it’s been a no-brainer and this is just the beginning of what this technology can do.”
Sonia Martinez | CEO, Marco Drugs
_________________________________
Marco Drugs & Compounding delivers high-quality, customizable prescription and health solutions to patients. With the latest medical knowledge, we are dedicated to serving the people of South Florida for all their pharmaceutical needs.
KEY METRICS
After implementing Synerio Engage, Marco Drugs saw a 132.4% increase in the number of refill requests. This is roughly 2.3 times higher than the period prior to implementing Synerio Engage.
For Sonia and her team at Marco Drugs, this directly translates into fewer inbound calls and less strain on staff—a big win all around.
About Synerio
Always at the forefront of AI and other advanced technologies, Synerio crafts pharmacy solutions to drive pharmacy efficiency and exceptional patient experiences. With a legacy of pharmacy innovation, Synerio uses AI to streamline both patient engagement and pharmacy operations. Our solutions make it easy for patients and pharmacy teams to get the support they need anytime. From reducing complexity behind the counter to delivering faster, more personalized care, Synerio helps create a smarter, more efficient pharmacy experience with technology that feels effortlessly human.