A whole operation transformation
Millbrook is a specialised logistics business serving the healthcare needs of thousands of patients and their families. They supply and service wheelchairs and related equipment, fulfilling over 40 NHS contracts through a network of local depots and more than 300 vans.
They approached Equator with a brief to digitise the business. The goal was to make the whole operation more efficient by integrating warehouse and route management into a single core platform. Meanwhile, they wanted us to build in the digital infrastructure to support a future move into e-commerce and telecare services.
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Our diagnosis
After looking at Millbrook’s processes and customer pain points, we proposed a six-month treatment plan to incrementally reduce risk and deliver return, all while supporting business-as-usual activity.
We set about transforming the digital architecture, basing our approach on a front-end user portal and best-in-class third party solutions for services like warehousing, routing and delivery.
Recommended treatment
The front-end portal connects to accounts, ordering and warehousing. Using APIs and micro-services, the platform triggers key activities and communications while tracking KPIs and updating real-time MI dashboards.
Our self-service solution eliminated 750k unnecessary calls every year
We’ve entirely rebuilt a digital service used by thousands of doctors, occupational therapists and other healthcare professionals, with the ultimate beneficiaries being the patients themselves.
Service users now enjoy a ‘DPD delivery experience’, while being kept up-to-date via proactive SMS and email notifications. This step alone has eliminated over 750,000 phone calls a year, saving money and time for Millbrook while cutting hassle and reducing anxiety among service users.
The new system has increased turnover and profit, reduced indirect costs, and minimised risk.
Winning combinations
Our work for Millbrook shows how Equator’s teams combine strategy and consulting with UX design, software engineering and creativity to solve complex real-world problems - making an impact in the warehouse and on the road, as well as online. Contact us for more details.