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How Fetchify’s technology is helping Promedics deliver medical products during Covid-19

Promedics Orthopaedic

Promedics Orthopaedic is a UK-based, market-leading supplier to the NHS, specialising in orthopaedic products and medical devices. It manufactures and delivers a large range of innovative products that have been designed specifically for the UK medical market and patient needs. The company recognises the important of easy online shopping for its customers. It has a team of 150 people working to deliver high-quality products to patients all over the country, and they understand the necessity of quick turnaround times for customer deliveries that are helping people with treatment and recovery from injuries and illness. Promedics operates an online retail store as part of its business processing hundreds of orders per month, a volume that has been growing rapidly during the pandemic as patients look to order made-to-measure health solutions to their homes. One of the most popular products on the online store is wrist braces, which can relieve symptoms of conditions such as Carpal Tunnel Syndrome, Arthritis, Wrist Tendonitis, fractures, sprains and strains. Given the nature of the products they sell, the team at Promedics has always prioritized good customer support and free delivery across the country.

The challenge

As the online store gained momentum with a growing number of customers, the Promedics team were presented with some challenges. Many of its clientele, especially those in the elderly bracket, were incorrectly entering their address and delivery data into the retail site, causing confusion and longer lead times. It was concerning to the Promedics team, when many of the products being purchased are needed to help patients who are suffering pain or symptoms from illness or disease. It lead to several inefficiencies as the Promedics team spent time chasing up to verify customer orders, adding unnecessary friction to what should be a seamless user experience.

The solution

To improve customer experience and to smooth the e-commerce delivery process, Promedics decided to invest in address autocomplete technology. Fetchify’s product offers postcode lookup and global address validation for any UK location, allowing customers to simply enter their name and postcode, and the system fetches and verifies their details for speedy data validation. What seemed like a simple addition of technology created efficiencies for the Promedics online store during the pandemic when online ordering was dramatically rising. The postcode and address lookup integration technology has ensured clean, validated data entry which in turn has improved shipping and delivery services. The technology has saved time spent fixing payment and customer support issues, with more time allocated to looking after its customers. As the “DIY” home doctor trend is likely to stick around for a while, Fetchify’s solution is the perfect integration to help optimise the customer experience as the business continues to grow.

Martin McLeod, Marketing Manager at Promedics Orthopaedic, commented: “Our entire team have been delighted with the service Fetchify offers and we’ve seen an improvement in the online user experience we’re able to offer our customers. It has saved our team countless hours on the phone trying to track down missing data, and has helped our website look and work better. The Fetchify technology was simple and easy to integrate and we continue to get support from their proactive customer support team, reassuring us that they are constantly updating the back end of our system. It has helped us deliver much needed medical products for our customers during challenging times.

About Fetchify

We are a pioneer in SaaS address lookup and data validation solutions. We process millions of transactions each day for thousands of clients ranging from small e-commerce startups to large household brands such as Heinz and RBS. Our flagship products Address Auto-Complete and Postcode Lookup reduce friction on checkouts and registration pages and helps reduce failed deliveries by as much as 50%. Since launching in 2008, we have differentiated by our ease of integration and exceptional support. We recently introduced three new data validation solutions – Email Validation, Phone Validation and UK Bank Account Validation.

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