As the Graham Healthcare Group umbrella organization grew, the challenge of supporting multiple brands, branches and service lines from a single home office only compounded. Piecemeal efforts by individual branches to keep up-to-date healthcare forms and educational materials in stock were falling woefully short.

Our fulfillment operation grew incrementally over the course of years. First, I collaborated with our print vendor to ship new-patient packets directly to employees’ homes in lieu of storage at the branch offices. The pilot was successful and met with enthusiasm.

The next step was to improve and scale operations, from a few print products at a handful of branch offices to the entire library of print materials and miscellany shipped company-wide. Significant collaboration with our print vendor partner eventually culminated in the creation of multiple storefront websites. Numerous solutions were devised to use SSO and capture metadata to ensure that a user could only order the products appropriate to their role, and only from the storefront associated with their branch.

As the sites incrementally came online and users were informed and educated on using the new system, parallel efforts were also underway to flesh out a complete catalog of healthcare forms, education materials and other necessities for clinicians to conduct home care.

I developed a system-wide taxonomy to classify and easily identify materials by brand, service line and state, for ease of both warehousing and indexing. With more than 900 print products across about a dozen distinct storefronts, a system for change controls was also a must. A dedicated work board on Monday.com (the organization’s task management platform) kept all changes visible and assignments/expectations clear between myself and our print partner.

As the organization further grew and new branches were added, having a robust fulfillment system in place made further scaling less of a burden and helped get operations off the ground more rapidly.