Prior to creating the patient portal, VitalAire had no digital touchpoint for patients and customers. Back-office teams—primarily working through call centers and separate offline processes—faced high call volume, repetitive tasks and general process inefficiencies, which ultimately impacted customer satisfaction. An eCommerce integration was also needed, as VitalAire had no existing commerce solution in place.
To attract new customers, improve the patient journey and ensure a user-friendly experience, VitalAire needed to create a digital platform that would enable customers to order refills and supplies online and offer superior features and functionality, enhancing the user experience for all site visitors.
Given the upcoming release of an innovative new insulin pump product, VitalAire needed to move quickly to bring this new patient portal to market before its competition did the same. As a result, VitalAire tasked EPAM with implementing the solution in just five weeks.