DigiFabster > Case Studies > iOrthotics Streamlines Operations and Enhances Customer Experience with DigiFabster

iOrthotics Streamlines Operations and Enhances Customer Experience with DigiFabster

Applicable Industries

Buildings
Equipment & Machinery

Applicable Functions

Procurement
Sales & Marketing

Use Cases

Additive Manufacturing
Time Sensitive Networking

Services

System Integration

About The Customer

iOrthotics is an Australian firm established in 2009 that develops custom made devices for the medical industry. The company has experienced rapid growth, driving employment and energizing Australia’s economy. In 2017, iOrthotics invested in HP’s Multi Jet Fusion 3D printing technology and found that other industries could also benefit from their capabilities. To serve smaller companies who couldn’t justify the investment in equipment and talent, iOrthotics created a spin-off called i3DPS. The objective of i3DPS was to utilize the web and eCommerce to give customers in many different industries access to the unique capabilities available to i3DPS and its clients.

The Challenge

iOrthotics, an Australian firm that develops custom devices for the medical industry, faced a challenge in effectively reaching and serving new customers in different markets. The company had invested in HP’s Multi Jet Fusion 3D printing technology and created a spin-off, i3DPS, to serve smaller companies who couldn’t justify the investment in equipment and talent. However, the traditional business-to-business (B2B) eCommerce approach was proving to be a hurdle. Most B2B companies, including service bureaus and machine shops, had websites that were more informative than transactional. The existing online quoting systems were often cumbersome, involving open-ended forms and back-and-forth conversations between the estimator and the customer. This not only frustrated customers but also limited the amount of work each estimator could complete, prohibiting the shop from reaching its capacity. iOrthotics recognized these limitations and was determined to eliminate them.

The Solution

iOrthotics turned to DigiFabster’s unique online quoting, order entry, and CRM software solution. After reviewing DigiFabster’s website and determining the appropriate features and pricing plan, iOrthotics was able to access the necessary tools. They set up their pricing using DigiFabster’s flexible options and tested the system. Once the system was ready, iOrthotics generated code for an iFrame widget, which they placed on the i3DPS website. This allowed them to start quoting jobs automatically and accepting online orders. The DigiFabster system offered significant benefits for end-users. Customers could now enter all the necessary information, upload their file, and receive an instant quotation. If they were happy with the price, they could place their order just like any other eCommerce transaction, saving them the time and hassle that go with offline quote requests.

Operational Impact

With DigiFabster’s system in place, i3DPS began marketing their new online capabilities using various tactics including content marketing, search engine optimization, email, and other methods. The system has not only made the quoting and ordering process easier for customers but also reduced the amount of time i3DPS spends on spreadsheets, emails, and phone calls to complete a quote and help their customers place an order. DigiFabster’s CRM system helps them maintain contact with their clients and update them on job status. Once the job is complete, DigiFabster helps them automate shipping and payment reconciliation. The automation has also helped eliminate costly mistakes, reducing human error. Overall, iOrthotics is very satisfied with their decision to implement DigiFabster’s software. It has created a win-win solution where customers get easier access to state-of-the-art technology and expertise, while the company also benefits by offering an automated solution that allows them to scale their business.

Quantitative Benefit

iOrthotics saves 30 to 60 minutes per order using DigiFabster's software
The company is now able to scale its business and gain the maximum possible return on their significant investment in people, processes, and technology
The automation provided by DigiFabster helps reduce human error, saving both money and time