• Client: PatientPoint
  • Services: E-Commerce Fulfillment, Warehousing & Distribution, Reverse Logistics, Product Refurbishment
  • Industry: Medical Technology
  • Location: Bolingbrook, Illinois

Challenge

PatientPoint provides point-of-care technology solutions that deliver patient education content on digital screens in medical clinics and exam rooms across the country. As the company scaled its hardware distribution operations, it faced a critical decision when its third-party logistics provider began struggling with rising lease costs. The facility was considering either passing increased costs through to PatientPoint or relocating to another state to find more affordable space. Neither option worked for PatientPoint’s centrally located distribution strategy. It was time to find a logistics partner who could address several specific challenges:

  • Support strong growth without compromising on location or service quality
  • Handle bulky, odd-shaped electronic products (32-inch touch screens, TVs, media players) that don’t fit high-automation models
  • Manage a complex refurbishment process for returned devices
  • Provide proximity to PatientPoint’s Chicago-based supply chain team for regular on-site collaboration
  • Enable boots-on-the-ground access for a team member to visit the facility multiple times per week

After working with multiple 3PL providers over the years, PatientPoint launched an RFP process to find a partner who could offer scale, technical capabilities, and a growth mindset aligned with their expanding operations.

Solution

PatientPoint selected Symbia’s Bolingbrook facility following a competitive RFP process. The Chicago-area location provided the proximity PatientPoint’s supply chain team needed, allowing a team member to visit the warehouse approximately three days per week to oversee refurbishment operations.

The implementation included:

  • API integration: Seamless connection into Symbia’s Deposco warehouse management system
  • Enhanced order management: Functions including edits and cancellations not available with previous provider
  • Collaborative testing: Dedicated Teams channel between IT teams during implementation phase
  • Staff training: Symbia warehouse team trained on PatientPoint’s refurbishment process
  • On-time launch: October 1st go-live with zero downtime and no customer service interruption

Symbia’s warehouse staff received training on PatientPoint’s refurbishment process for returned electronic devices. While Symbia’s team handles the standard reverse logistics workflow, PatientPoint’s on-site representative focuses on troubleshooting complex cases, managing supplies, and coordinating with the hardware engineering team on product failures that require deeper analysis.

The Bolingbrook facility now provides full-service warehousing and distribution for PatientPoint’s electronic medical devices, including storage, fulfillment, returns receiving, refurbishment, and shipping.

“The communication and integration process with Symbia has been terrific. We hit our target launch date with zero downtime, and our customers never noticed the transition.”

— Brandon Jones, Director of Warehouse Operations, PatientPoint

Outcomes

The partnership delivered immediate operational improvements for PatientPoint:

  • Five automated nightly reports providing detailed operational data
  • Refurbishment tracking that identifies common device failures and design improvement opportunities
  • Enhanced visibility for product development teams to analyze failure patterns
  • More robust technical integration with better communication and order management control
  • Regular on-site manufacturer visits to the warehouse to review product performance
  • Consistent support from knowledgeable warehouse leadership and IT staff through scheduled calls

PatientPoint found a winning logistics partner in Symbia, one who understands the complexity of their business model and doesn’t default to “no” when faced with challenging products or processes. The personalized service and problem-solving approach have made PatientPoint feel supported as they continue to scale their point-of-care technology platform.

If you need a 3PL partner who can handle complex electronics, medical device fulfillment and refurbishment operations, reach out and let’s start the conversation.