Independence Medical
Accelerated eCommerce & loyalty devices as switching barriers
| Elliance Solution | Industry | |
|---|---|---|
| eCommerce | ||
| eMarketing Strategy |
Elliance showed Independence Medical how ecommerce can be self-generating.
| Problem | Approach | Solution | Impact |
|---|---|---|---|
| Previous site left customers frustrated by a lengthy ordering process. Elliance re-tooled Independence Medical site with streamlined product search, order tracking and new auto-replenishment and customer profile features to boost repeat business. | Elliance surveyed customer experience, and identified changes and utilities needed for the core ecommerce system to function as an indispensable tool for customers. | Speed order placement with express and favorites options. Add order tracking (status and history), quick reference sheet for frequently ordered items and advanced search capabilities. Auto-replenishment system and other loyalty builders drove new and repeat orders. Provide pharmacies suggestions for substitute products sorted by Medicare allowables. | Enhanced ordering system and loyalty builders led to two outstanding results: Online ordering jumped to 35% of the total business. Significant increase in chain pharmacies signing on as clients. |
