|Therapy Support Case Study|
Support—Equipped to Deliver
Customer: Therapy Support delivers durable medical equipment such as hospital beds, oxygen concentrators, and wheelchairs to customers throughout Missouri, Ohio, Michigan and Texas. It’s a 24/7 business, and given the urgency of medical-related orders, customers rely on the company for the utmost efficiency, accuracy and supreme customer service.
However, Therapy Support relied on a 100-percent manual paper-based process for inventory control and billing, which resulted in decreased accuracy and an inflated eight-day billing cycle. In addition, if drivers received a new order while in the field, they would have to pull over and write it down manually – a waste of the drivers’ time and efficiency.
Therapy Support needed a seamless, integrated solution that would improve overall efficiency and result in better customer service.
Solution: Under the new system, drivers arrive to work each morning and pick up their CS40s, which have been syncing at the distribution center since the previous night. After they log in and see their morning orders, the drivers load their vehicles accordingly with the appropriate medical supplies. Once loaded, the drivers take off for their daily deliveries.
"The handhelds are mounted to the dashboards of the vehicles," Ward said. "When drivers arrive at a customer location, they instruct the customer on the use of the equipment they ordered and set it up for them. Then, they reconcile the order to the device, and the customer signs digitally on the CS40. Finally, the complete order is automatically entered into the MDM system for quick and easy billing."
Ward said that Therapy Support’s drivers can now receive new orders fluidly on their devices throughout the day. Drivers can also be located for urgent orders, allowing for faster and better route optimization. In addition, billing staff now receive order information from the field in real-time, allowing for easier tracking of order confirmations, and ultimately, better customer service.
Also as a result of its new solution, Therapy Support’s billing cycles have drastically been reduced from eight days under the previous system, to one day.