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Case Study

Client Overview:

Gettrim (operating under XO Medical) is a UK-based pharmacy specializing in prescribing Wegovy and Mounjaro for weight loss treatments. Their business model revolves around offering subscription-based access to their services, ensuring a seamless and ongoing journey for patients pursuing effective weight management solutions.

Challenge:

Operating in the high-risk medical payments category presented significant challenges for Gettrim. Due to their classification, Shopify Payments was not a viable option for processing transactions. This created a major hurdle since most subscription models rely on Shopify apps to manage recurring payments efficiently. The lack of integration led to client confusion, disrupted payment workflows, and hindered the user experience.

Objectives:

  • Develop a robust alternative to Shopify Payments that supports high-risk payment processing.
  • Streamline subscription management to enhance customer experience.
  • Minimize friction in the sign-up and payment process to increase conversions and retention.

Solution:

To address the challenges, Performant, XO Medical’s agency partner, led the planning, strategy, analysis, and implementation of a comprehensive solution combining Stripe Payment Links, Zapier, custom server-side code, Shopify’s API, and custom fields:

Planning and Strategy:

Performant conducted an in-depth analysis of Gettrim’s requirements, identifying the key pain points in payment processing and subscription management. A strategic roadmap was developed to address these challenges while ensuring scalability and compliance.

Stripe Payment Links Integration:

Stripe Payment Links were used as a reliable alternative to Shopify Payments. This allowed secure and compliant processing of high-risk transactions, while providing a user-friendly interface for customers to make payments.

Automation with Zapier:

Zapier was employed to automate workflows, including:

  • Managing customer data.
  • Handling order processing and updates.
  • Syncing subscription changes with Shopify’s backend.

Custom Server-Side Code:

A server-side solution was developed to:

  • Automatically adjust subscriptions every 26 days to a higher concentration of medication, ensuring a personalized and medically appropriate treatment plan.
  • Handle individual customer needs dynamically using swap logic.

Shopify API and Custom Fields:

Meta fields in Shopify were used to store subscription and customer-specific data. The Shopify API, in conjunction with the server-side code, managed:

  • Changes to subscription logic based on individual needs.
  • Seamless updates to customer records and orders.

Email Marketing Campaigns:

Targeted email marketing was leveraged to:

  • Educate customers about the new payment process.
  • Provide guidance on managing their subscriptions.
  • Reassure clients about the security and reliability of the new system.

Results:

The comprehensive approach delivered significant benefits:

  • Improved Subscription Retention: The personalized and automated subscription adjustments led to a 35% increase in retention rates.
  • Enhanced Customer Trust: Transparent communication through email campaigns reduced confusion and increased confidence in the new system.
  • Increased Conversions: The optimized payment and subscription process drove a 40% increase in successful sign-ups.
  • Operational Efficiency: Automation reduced administrative overhead, freeing up resources for customer service and program improvements.

Conclusion:

Gettrim’s innovative use of Stripe Payment Links, Zapier, and custom server-side solutions—planned, strategized, analyzed, and implemented by Performant—transformed a significant operational challenge into a streamlined and customer-centric experience. By integrating these technologies with Shopify’s API and leveraging targeted email marketing, they overcame the limitations of high-risk payment classifications. This case study highlights the importance of adaptability and the strategic use of technology to drive grow g-3th and customer satisfaction in highly regulated industries.

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