How do you Manage 70 Clinics?

Forget about diets, taboos, and guilt. The philosophy of the NutriSimple team is based on something quite different: a wellness approach that puts the pleasure of eating at the heart of its priorities. With a network of over 30 clinics spread throughout Quebec, NutriSimple grants itself the mandate to guide, motivate and be attentive to its customers by making available simple and practical tools that provide real and lasting results. In 2010, booming NutriSimple called upon Voltus Design. Their growing success and expanding network are accompanied by a lack of standardization. The challenge is serious: countering the fragmentation of data and inefficiencies by creating an infrastructure containing all of the assets of the company. For five years, our team contributes to the expansion, efficiency and performance of NutriSimple with the implementation and continuous improvement of a comprehensive and centralized computer system that facilitates the work of all stakeholders involved in the various spheres of the company.

History

Longstanding partners, Voltus Design and NutriSimple teamed up in 2010. Founded by Marise Charron and Elizabeth Cerqueira, experienced dietitians-nutritionists and successful authors, NutriSimple then positioned itself as a company that made its debut, counting ten clinics to his credit. Already, the two presidents share an ambitious vision: on one hand, standardize procedures and the gathering of information and on the other hand, measure results and bring more precision to the science of nutrition. It is with enthusiasm that Voltus Design undertakes this challenge that announces the beginning of a beautiful collaboration.

Problem & Solutions

NutriSimple calls upon our team to overcome the multiple problems related to the lack of performance and the scattering of data. It is already complicated to monitor the many procedures of various nutritionists and promote the approach of pace via a common direction. To meet customers’ demand and company’s needs, our team is developing a centralized computer system, containing all the customer records, employee management and accounting. In this context, Voltus Design is building from scratch a program that aims for the company's profitability in the short, medium and long term. The project unfolds in five parts:

  • The integration of a comprehensive computerized agenda includes everything that is related to the management of making appointments.

    Results: the development of the agenda results in a quick appointment making, avoids any possibility of scheduling conflicts and informs in case of delay or non-payment. The agenda includes an email notification service for all upcoming events in the agenda, sent
    to the client and to the nutritionist.

  • The management of customer files includes an easy to use customer section, which allows customers to view the progress and to estimate the calculation of nutrient needs according to his pathological needs.

    Results: a detailed questionnaire available online allows customers to calculate their nutritional needs and better understand its reality and its objectives. From these questionnaires, physicians are able to establish a complete nutritional report. This project has made an available scientific approach possible since everything is measurable through the information in the system.

  • The accounting system allows managing the company in its own right by facilitating accounting tasks and management of the salaries.

    Results: the accounting software allows accepting all forms of payment, schedule payments in advance, send email notifications if payments are rejected, prevent fraud, calculate fees and evaluate employee performance. With which nutritionist do the customers reach their goals faster? What nutritionist failed to charge a customer? By integrating a large number of statistics, we can evaluate the future of the company in the short, medium and long
    term.

  • The marketing component summarizes the solicitation addressed to doctors. This solicitation is done for example through leaflets, developed and implemented by our team. During this stage, our role mainly consists in managing all contacts that doctors direct toward the NutriSimple services. What doctors sends more customers? Who are those who send reports? Etc.

    Results: A relationship of trust is maintained with health care professionals as well as a stable and increasing flow of clients sent by medical personnel.

  • The internal shop includes inventory management of promotional items and the distribution of promotional material.

    Results: Through the development of a complete system developed by our team, NutriSimple enjoys a structure and administration in the image of their professionalism and their human and personalized approach.

Reflection

With many good ideas and some others, to speak frankly, not as good, our main challenge was to identify a balance between what is efficient and what is user-friendly.

It is through a series of achievements and questioning that we have learned that it takes a tremendous amount of work to transpose a dense and detailed program in an easy-to-use navigation for the user. We put ourselves in their place: how people use control groups and how do they react? Often overlooked, the importance of making the necessary adjustments to make navigation accessible and inviting then appeared to us essential. Because, if the work it takes to develop a system is important, the work it takes to make it user-friendly is equally important.

Meanwhile, by working together with a group of nutritionists-dietitians, we have developed an elaborate system favorable to change due to the constant evolution of the nutrition world. Soon, our team took note of the negative aspect of the frantic pace of the most recent scientific progress: discouraged, the customers feel overwhelmed by the amount of information and give up on their journey midway. We then worked twice as much to keep the attention of users with a focus on usability and navigation of the system involved in their progress.

We had to gradually switch from paper to a standardized computer mode. With the necessary assistance, the resistance of the nutritionists (accustomed to certain methods) has turned towards adaptation and adoption of a computer routine.

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