#Home Delivery
Self-odering in Diabetes
by Martin Glöckler
Austrian statutory health insurances have been setting standards for decades by enabling home delivery for chronically ill patients. However, order intake has been challenging for manufacturers, who have had to manage shipments from three different non-digital ordering methods. In a world where patients expect full transparency in home deliveries, like those from Amazon, delays or misdirected shipments have caused frustration, leading to a spike in calls from unhappy clients. Last year, MLM Medtech partnered with opta data to develop a digital ordering platform for people with diabetes in two Austrian provinces. This collaboration resulted in the launch of the "order.expert" tool, which went live with a Minimum Viable Product (MVP) in September. Users now receive a QR code on their routine order forms, allowing them to submit orders either by letter, as usual, or by scanning the QR code for much easier online ordering. Six weeks after launching the MVP, the system has been running smoothly without any issues. Patients now have full control over their orders, from placement to dispatch and reminders before the next ordering cycle. Fewer letters for traditional analogue orders need to be sent, reducing transcription errors from handwritten forms. Most importantly, manufacturers' customer service teams are relieved from handling costly phone calls. Stay tuned to learn more about “order.expert” from opta data.
