Pharmacy type
Independent, Retail
Pharmacy SOFTWARE
Liberty Software
location
Maryland, US
As the owner of Lyon’s Pharmacy, Kenny Shah is always looking for ways to improve staff efficiency and deliver a better patient experience. When he began exploring AI-powered phone technology, Lumistry had not yet introduced its Voice AI Assistant, leading him to evaluate another IVR provider that offered the capabilities he was looking for.
An existing AI agent coupled with an attractive introductory offer prompted the switch from Lumistry to another provider. However, after implementing the new system, Shah quickly discovered that choosing an IVR partner involves much more than having the latest technology.
Without the onboarding, training, and ongoing support needed for a successful transition, staff struggled to adapt. Patients also found the AI agent difficult to navigate, creating frustration and negative feedback. “Patients strongly disliked the new system. Their frustration was significant enough that they pushed me to switch back to Lumistry,” said Shah.
After less than a month, Shah decided to return to Lumistry Voice IVR. The transition back went smoothly, and Lyon’s Pharmacy quickly regained the workflow their team relied on. “It genuinely felt like coming home,” said Shah. “The team welcomed us back with open arms, made the changeover quick, and there was no hassle throughout the process.”
The switch back restored the workflow the Lyon’s Pharmacy team relied on, with seamless integration into their pharmacy software and the features the staff used every day. “Lumistry Voice IVR is simply the best system—user-friendly and perfectly suited for Liberty Software. The Click-to-Call and Who’s Calling add-ons are true game-changers that made the difference,” said Shah.
Looking back, Shah says the experience reinforced that the right technology partner is about more than individual features. A successful solution must be intuitive for staff, easy for patients to use, integrate seamlessly with existing pharmacy systems, and be supported by a responsive team throughout the journey.
“It genuinely felt like coming home.
— Kenny Shah
Owner, Lyon’s Pharmacy
Ready to experience the Lumistry difference? Pharmacies are choosing Lumistry Voice for the technology and the team behind it. Get in touch today to learn more about why we’re the top choice for independent pharmacies.
