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

"Our entire team have been delighted with the service Fetchify offers and we’ve seen an improvement in our online user experience we are able to offer." – Martin McLeod, Marketing Manager

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 Orthopaedic 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.

Challenges

Promedics products must be delivered to their customers promptly as they are often recovering patients. The pandemic meant overloaded services and more people wanting delivery of medical devices to home.

Many of their customers, especially those in the more elderly range, were entering incorrect address and delivery details, causing confusion at dispatch and longer lead times. The Promedics team were spending time verifying customer orders and became concerned about customers needing to wait longer when they were possibly suffering or in pain.

"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."

How Fechify helps

Fetchify made it possible to increase the accuracy of customer inputted address data in real-time at the point of customer purchase.

Fetchify offers Postcode Lookup for any UK location, powered by the official Postcode Address File (PAF) from the Royal Mail. This allowed Promedics customers to simply enter their postcode then select the correct address.

Fetchify provides the following solution and services to the client:

• An easy to install plugin with postcode and address lookup
• Fast verified address entry for all UK locations.

Results

The key benefits to Promedics are:

• Faster delivery turnaround with reduced admin work
• Less friction for a seamless user experience
• Increased efficiencies in the packaging and dispatch team

This simple add-on has created efficiencies for the Promedics online store 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 optimize the customer experience as the business continues to grow.

"Fetchify have helped us deliver much needed medical products for our customers during challenging time."