Case Medicura: Customer centric e-commerce improves the lives of healthcare users!
Case Medicura: Customer centric e-commerce improves the lives of healthcare users!
What?
Medicura wanted to grow but was limited by an outdated e-commerce platform. To achieve their ambitious growth goals and optimize the user experience, a complete digital transformation was needed. A new customer-centric approach had to ensure better accessibility of medical aids and more self-reliance for healthcare users.
How?
Through extensive target audience research and customer journey mapping, we developed a user-friendly platform that seamlessly meets the needs of healthcare users. The integration with insurance systems and the ERP system automates crucial processes. This ensures efficiency and an optimal user experience.
Award
Golden Dutch Interactive Award
The Dutch Interactive Awards are presented annually for the most leading digital achievements in the market. Medicura and Follo were nominated twice with this case in the categories B2B Ecommerce and Ecommerce. On June 8, 2023, Medicura and Follo won a gold award in the B2B ecommerce category. A tremendous achievement and a crown on the hard work. A beautiful team performance we are very proud of. The full case is available in the Emerce E-Guide.
Result?
We started with thorough target audience research and a detailed customer journey, followed by developing wireframes and design. The website had to be user-friendly not only for customers but also for Medicura employees, who needed to easily add new products. Therefore, the webshop was integrated with Microsoft Dynamics Navision. In addition to the new website, we developed an online marketing strategy focused on growth. After the launch, the website is continuously optimized to better align with Medicura's target audiences and objectives.
Remco Breukers
"Thanks to Follo's customer-centric approach, we have developed a platform that truly meets the needs and customer journey of the client. The webshop has grown enormously in revenue, and we expect this growth to continue in the coming years."
More results?
Nine months after launch, online revenue growth has increased by 100%, and telephone orders have increased by 157%. Additionally, Medicura as a whole has grown by approximately 50% in lending in Feb-2023 compared to Feb-2022, compared to about 10% year-on-year in previous years. The webshop has contributed significantly to this.
Other results:
- 105% session growth mainly from the Google channel
- 100% growth in orders
- 7% growth in the number of items per order
- ROAS growth 258%
- SEO reach increased by 25% compared to a year before.
- Organization growth is no longer limited by finding customers/orders but by the number of SKUs in stock and logistics.
Contact
A project like this?
Do you want something similar, but just a bit different? Contact us now, and we will discuss how we can help you without obligation.
