OrthoCanada

BACKGROUND

Introduce your business and what you do there.

I’m the clinic manager at Palermo Physiotherapy & Wellness Centre, a paramedical clinic in Oakville, Ontario. We provide physiotherapy, massage therapy, acupuncture, chiropody, and yoga therapy. We’re a small business of 18–19 employees in total.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OrthoCanada?

OrthoCanada is our provider for most of the in-clinic supplies we use.

SOLUTION

What was the scope of their involvement?

OrthoCanada provides us with in-clinic supplies, like ultrasound gel, massage therapy lotion, heating pads, and kinesiology tapes.

What is the team composition?

I’ve only worked with one person from their team, and they are awesome.

How did you come to work with OrthoCanada?

I used to work for a clinic that used OrthoCanada’s services, but they were called Cleaning Supplies Canada at that time. When I moved to my current clinic, I saw that there was no real organization as to what supplier they use, and I wanted to streamline that.

How much have you invested with them?

Our standard cost per order ranges from $300–$1,000, and we make orders at least once a month. At this point, we’ve spent more than $10,000.

What is the status of this engagement?

We started in August 2018, and we’re still working together.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They’re our go-to provider. Their pricing is great, and their customer service makes them stand out. That makes them a more suitable choice for us than other suppliers we’ve worked with in the past.

How did OrthoCanada perform from a project management standpoint?

We usually communicate via email, and we use phone calls if there’s an issue or a backordered item that we need right away. They’re very efficient and really good at getting to the point, which we really like, especially when we’re busy.

What did you find most impressive about them?

They’re willing to listen and help with any issue we might have. If there’s an item that’s backordered, they go above and beyond to find an alternative.

Are there any areas they could improve?

OrthoCanada’s website is a little harder to navigate, so they could make it a little bit more user-friendly. Additionally, they could have more options. I find that they don’t have a lot of variety of options, and maybe that’s what they think works best for them. However, sometimes we’re looking for something specific and they only have 1–2 options that don’t really fit the mold of what we need, and it makes it a bit difficult to choose.

Any advice for potential customers?

Make sure to set up your clinic account first because it’s not the easiest thing to do, and you could get behind in terms of doing your shopping and ordering.