The UK’s National Health Service (NHS) worked in partnership with the pharmaceutical giant Abbott Laboratories. Together they needed to supply a diabetes monitoring product to patients across the country. To make sure the correct products reached the right patients, the partnership needed an online ordering portal. NHS doctors and nurses needed to request the devices online for their patients, who could then login to confirm their delivery details.
After a rigorous request for quote (RFP) process, Cloudfy’s enterprise-level business to business (B2B) ecommerce portal was chosen for the task. It was ideal to meet the partnership’s complex requirements and handle the significant order volumes.
Products
Solution: Customer online self-service
Integration: Warehouse management
Features: Subscription ordering
The Challenge
The Abbott FreeStyle Libre 3 (FS3) is a discreet wearable technology that continuously measures the glucose concentration in patients’ bodies. It delivers readings directly to the user’s smartphone so they can act quickly when their glucose levels drop. It provides cloud-based information to patients and healthcare professionals to help manage their condition.
Once opened, the FS3 sensors only have a two week lifespan so patients need a regular recurring supply. However, to minimize waste the NHS requires tight controls for ordering and fulfillment.
It was also important to provide customized user experiences for different categories of site user. NHS healthcare professionals need to enrol new patients so they can regularly receive these essential devices. Patients can then confirm delivery details and take part in online education for FS3 use and best practices.
Due to the privacy requirements of the General Data Protection Regulations (GDPR) careful controls were also needed to protect patient details.
Our Approach
Launched in April of 2022, it took less than three months to deliver these very exacting requirements. That’s because Cloudfy is a scalable software as a service (SaaS) solution in the cloud with a full set of pre-built B2B ecommerce features.
Customized user experiences. Healthcare professionals, patients and administrators can all access the site. Each user group has different requirements so they need separate user journeys. NHS healthcare professionals place orders, enrol new patients and lookup existing orders while administrators create new staff accounts. Patients keep their contact details up to date, confirm order deliveries and track and trace their order status.
Subscription ordering
Patients need new sensors regularly so their local NHS service needs easy recurring delivery tools. Cloudfy’s pre-built subscription ordering feature means they only have to set the order up once. Patients then receive their devices regularly.
Security
It’s essential that sensitive patient information is protected at all times. Cloudfy’s security and privacy features, including two factor authentication, protect the patient details and simplify NHS processes. In the back-office administrators can still securely manage accounts as needed.
Customer service
UPS is responsible for dispatching and delivering the products so the new site needed integration with their warehouse management system (WMS). The service includes customer support, so the UPS team needs the Cloudfy portal to feed data directly to their internal WMS for tracking. This data is used to send SMS and email status updates to healthcare teams and patients.
WMS integration
Managing inventory, stockkeeping units, packaging, containers and dispatch is complex. For hundreds of individual deliveries every day a reliable WMS system is essential.
To optimize efficiency everything from order capture to storage and fulfillment requires streamlining and simplification.
With Cloudfy ecommerce-WMS integration allows you to share information in near real time. Accurate views of stock levels and delivery times reduce customer service enquiries and save time.
Results
The partnership launched its bespoke online ordering portal for this key product in a matter of weeks. Subscription ordering automates the process to save money and reduce errors.
Each user can see the information they need to make sure essential deliveries arrive regularly. Integration with the UPS WMS makes sure everything continues to run smoothly and efficiently.
Find out how Cloudfy’s subscription ordering feature can simplify and streamline regular repeat ordering for your pharmaceutical business. Book a free Cloudfy demonstration today.
