20,000

The client, a pharmaceutical marketplace, provides over-the-counter drugs, beauty, and personal care products online to almost 9M active customers. However, the company’s monolith platform was showing its age and beginning to hinder development and limit scalability, so they decided to build a new services-based architecture. At the same time, the client decided to diversify their sales portfolio and introduce a new commission-based revenue model by launching a new marketplace that would enable third-party sellers to offer their products. 


Our main objective was to transform the client webshop into a B2C, multi-vendor marketplace while also developing a separate business logic with new processing, shipping, and payment rules.

Symphony collaborated with the client's in-house teams, enhancing the webshop and marketplace on a unified codebase. While maintaining consistency in the code, a separate business logic was developed for the marketplace, addressing unique scenarios like multi-vendor orders and simultaneous purchases from the webshop and marketplace. We facilitated the inclusion of third-party sellers and offers within the shop environment, ensuring a cohesive shopping experience. We also addressed critical post-sales processes, encompassing return and refund workflows, commission calculations, and facilitating communication between customers and sellers for inquiries or complaints. Additionally, our team integrated a platform to support the marketplace in sharing products across various third-party shopping services.

Symphony developed a multi-vendor marketplace that allowed third-party vendors to sell products through the client’s platform

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Healthcare and Life Sciences

20,000 

Go-to-market 

"Our objective was to build a platform to serve as the primary application that our local managers use every day to help them operate world-class veterinary hospitals. We dealt with different legacy systems and had to integrate across the various infrastructures used in our hospitals and clinics. We encountered multiple problems – the connection between each system, manual workarounds, and slow data processing, which we needed to solve. We were looking for a partner who would help us understand our team members’ needs and solve our challenges with a clear roadmap and without bloated scope. Symphony managed to successfully overcome these challenges with a platform that has become one of our largest and most successful projects to date. Their impact was not limited to building a digital solution, they also played a key role in understanding the end user to help the adoption of the solution across all clinics.
The efficiency and engagement of our team members have greatly improved, ultimately resulting in a substantial ROI. Symphony’s contribution didn’t just stop at project delivery; it went beyond and led to a differentiated product unique within the industry that has surpassed the expectations of our employees and investors."

The client, a veterinary practice management group backed by private equity and overseeing over 120 hospitals and clinics, struggled with legacy systems, manual processes, and operational inefficiencies. These challenges resulted in delays and inefficient data processing due to different formats and databases. This impacted the company and its dedicated animal health professionals, leading to issues such as low pay, compassion fatigue, burnout, lack of recognition, and limited opportunities for advancement.

Recognizing the need for a digital solution, the client approached Symphony to address these challenges and optimize its workflows. Symphony built a practice management system that not only streamlined operations but also empowered animal health professionals with data-driven, real-time insights.

Our primary objectives were to integrate and unify disparate systems and establish a framework for Key Performance Indicators (KPIs) defining and monitoring.

Initially, we engaged in design thinking research across a network of over 120 veterinary clinics to understand operational challenges and opportunities. This research highlighted several key areas for value creation, including optimized pricing, scheduling, and financial monitoring. Based on these insights, we defined operational needs and developed a detailed roadmap.

The core of our engagement was the development of a clinic management platform compatible with both web and mobile interfaces. The platform was designed to integrate seven third-party solutions, effectively consolidating various operational tools. 

We rolled up all systems into one unified platform, leading to significant operational improvements in several areas. It enhanced labor management and scheduling optimization, reducing overhead and increasing clinic productivity. By automating previously manual data handling processes, the platform minimized errors and saved time. It also offered real-time reporting features, allowing for more informed decision-making. Additionally, the platform improved financial monitoring, enabling better tracking of productivity and more effective pricing strategies. Overall, the solution not only streamlined day-to-day operations but also set a solid foundation for future growth. 

Symphony developed a practice management system for a private equity-backed veterinary group, integrating multi-source reporting and analytics to provide data-driven, real-time insights

Digitizing manual processes

Efficient practice management system solution for a veterinary group

12,000

The client, an e-commerce retailer of pickup truck accessories backed by private equity,  set out to offer engaging experiences to existing and potential consumers by utilizing the automotive e-commerce space. The client’s goal was to create a platform that eliminates the unease associated with initial purchases by showcasing how their accessories are utilized in real-life scenarios by actual individuals. Each post was created to include details about the specific products they used, with a direct link guiding users to the respective product page, where they can review, place orders, and more. 

The client reached out to Symphony to help with their go-to-market strategy with roadmap acceleration and agile expertise to speed up the development of the new ecosystem.

Our primary goal was to assist our client in their go-to-market strategy with a roadmap acceleration. 

In the first phase, we developed the backend solution of the wiki-style community hub, and we developed the necessary APIs to successfully connect the frontend and backend.

The solution allowed buyers, influencers, and end-users to share their pickup truck custom builds with the rest of the community, with comprehensive information on every product. By providing customers with the DIY community platform, Symphony helped the company drive omnichannel top-of-funnel customer engagement leveraging user-generated content, improving brand and consumer confidence, increasing conversion rates, and driving sales.

In phase 2, our emphasis shifted towards capturing customers' physical locations customizing their experience within the e-commerce ecosystem. Additionally, we introduced relevant local installation services at the point of a product purchase, aiming to streamline the shopping experience and enhance overall customer satisfaction by eliminating potential hurdles.

Symphony built a wiki-style community hub for a private equity-backed  e-commerce retailer of pickup truck accessories to help them drive customer engagement and increase sales

B2C multi-vendor marketplace for a pharmaceutical products retailer

Story

Challenge

20,000

additional product launched

9M

active customers

What we did

Efficient practice management system solution for a veterinary group

A community hub for a leading pickup truck accessories retailer

B2C multi-vendor marketplace for a pharmaceutical products retailer

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