BUSINESS CHALLENGE

The client, a 160-year-old global medical technology leader operating in more than 100 countries, provides hospitals and aged-care facilities across Australia and New Zealand with a wide range of orthopaedic and wound care devices. Many of these devices are supplied under a pay-per-use model, where billing only begins when a device is actively used on a patient.

The issue was that every step of this usage cycle was managed manually. Hospital staff had to phone or email the client’s customer service team whenever a device was used, not used, discharged with a patient, transferred to another department, or returned. Given the sheer size of hospital ecosystems, with multiple departments, rotating staff, and frequent equipment movement, the process became unreliable. Devices routinely went missing or were unaccounted for, usage records were incomplete, and hospitals often reported discrepancies in billing.

This lack of accurate, real-time tracking caused delays, lost revenue, operational inefficiency, and poor customer experience. The client also lacked visibility into how devices were used across departments, making it difficult to identify trends, utilisation gaps, and sales opportunities. There was a clear need for an integrated digital platform that could provide transparency, streamline workflows, and restore confidence among both customers and internal stakeholders.

STRATEGIC SOLUTION

Adactin designed and developed the Smart Plus Portal, a comprehensive, cloud-based medical device management system that transformed the entire lifecycle of device tracking into a seamless digital experience. Built specifically to replace manual spreadsheets, emails, and phone calls, the portal offers a unified platform that connects the client with its customer sites in real time.

The solution models every stage of the device journey, from dispatch to active use on a patient, servicing, inter-department transfers, and the return journey back to the warehouse. By capturing this complete lifecycle, the portal ensures that every usage event is recorded at the exact moment it occurs, eliminating the ambiguity that previously led to billing disputes and device loss.

To support the complex operational structure of hospitals, the portal introduced a sophisticated role-based hierarchy that caters to department users, hospital administrators, customer service teams, sales representatives, sales managers, and backend administrators. Each role is presented with customised dashboards, workflows, and access levels, allowing every stakeholder to see only the data relevant to their responsibilities.

The platform also integrates directly with the client’s SAP system, enabling automatic synchronisation of accounts, devices, and sales territory information for more than 250 sales staff across Australia and New Zealand. This eliminated duplication and ensured a single source of truth.

Built using Ionic and Angular on a secure Azure cloud infrastructure, the Smart Plus Portal also incorporates geofencing to ensure that all data remains within Australia and New Zealand. Real-time information, automated notifications, complete audit trails, and analytics dashboards combine to provide unmatched transparency and operational accuracy. The result is a system that not only streamlines workflows, but also unlocks new visibility into device utilisation patterns across regions and departments.

BUSINESS OUTCOMES

The introduction of the Smart Plus Portal fundamentally reshaped the way the client and its customers manage medical devices. The company gained, for the first time, a transparent, end-to-end view of every device from warehouse dispatch to patient use and back again. This improved the accuracy of billing, reduced the time spent resolving invoice disputes, and significantly lowered the incidence of missing or unaccounted-for devices.

Customers experienced faster responses, clearer workflows, and greater confidence in the reliability of device tracking. With real-time data now available, hospitals could see precisely which department was using each device, how long it had been active, and when it needed servicing or replacement. The portal also enabled the client’s sales teams to proactively identify usage trends, uncover upsell opportunities, and provide targeted training to sites showing low utilisation.

Operational efficiency improved markedly. The volume of inbound calls and manual updates decreased, allowing staff to focus on proactive support rather than administrative tracking. Data accuracy increased across the board, supported by strong audit controls and secure cloud infrastructure. Most importantly, the solution strengthened the company’s relationship with customers by offering a modern, reliable, and scalable platform that aligned with industry expectations for digital transformation.

References

Technology: Ionic, Angular, PostgreSQL, Azure Cloud, Docker, SAP Integration.