Medway Practice

Healius is one of Australia's largest pathology providers with well-known brand names labs such as dorevitch, abbott, laverty, qml, tml, WDP, vetnostics and genomic diagnostics covering Australia and is owned by ASX listed company Healius Pty Ltd.

Medway Practice set out to modernise and centralise their B2B ordering processes to better support their extensive network of clinicians, collection centres, and administrative teams. The goal was to implement a robust online portal that could streamline ordering of vaccines, pathology consumables and sample pickup services to reduce administrative overhead, and ensure compliance with strict product access rules.

Given the nature of their operations, the solution needed to separate consumable and vaccine orders into distinct workflows, enforce product visibility rules based on business type, location, and franchise group, and implement approval processes for specific account types such as collection centers. At the same time, Healius wanted to introduce self-registration for new customers, backed by a thorough verification process, to make onboarding more efficient without compromising security or compliance.

Another priority was to connect the new portal with existing business systems. Orders needed to be pushed to Healius’ SAP ERP system. Courier bookings had to be integrated with NowGo to allow real-time job creation, address autofill, and delivery tracking.

Additionally, Healius sought stronger financial control over online orders, including the ability to automatically generate invoices in Square when customers selected “Invoice” as a payment method, ensuring post-order billing could be handled seamlessly outside the checkout.

They also needed a consolidated way to track order payment statuses (both credit card and invoice) directly within Google Looker Studio. To enable this, a dedicated reporting database needed to be created to store and expose order-payment insights, including whether an order is paid, unpaid, or overdue.

Finally, to support diverse operational preferences among their clientele, the platform needed to accommodate clinics and hospitals that rely on traditional manual procurement processes. This meant the solution had to support the essential function of exporting clinic-specific product lists to CSV, with this functionality strictly governed by unique product access rules established for each clinic, ensuring that manual orders are based only on the correct, authorised product catalog.

The challenge lay in delivering a secure, flexible, and scalable platform that would meet all of
these requirements while ensuring a smooth experience for users across the country.

To deliver on these objectives, MyIntegrator developed a fully customised BigCommerce B2B Edition portal tailored to Medway Practice’s operational needs, integrated with NowGo.

The platform introduced automated onboarding and verification, enabling new customers to self-register and be placed in an “Awaiting Approval” status until verified against company codes and clinician IDs. Once approved, customers were assigned to specific groups, ensuring accurate product visibility and pricing.

Leveraging BigCommerce’s advanced B2B capabilities, we implemented product access rules based on state, business type, and franchise group. Consumables and vaccines were separated into distinct order types, with approval workflows applied where required. Sales representatives were given the ability to place and manage orders on behalf of their customers, while a new referral pad feature enabled clinicians to generate pre-filled patient referral documents directly from the portal.

The logistics process was enhanced through direct integration with NowGo, allowing address details to be auto-filled from customer records, reducing input errors, and enabling real-time courier bookings and tracking.

For financial workflows, we implemented a Square integration that automatically generates and pushes a formal invoice to Square the moment a customer selects “Invoice” as their payment method at checkout. These invoices are instantly linked to the customer’s Square account and trigger an official payment-due notification directly from Square, ensuring a seamless and automated process for managing and collecting offline payments and tightening financial control.

To support ongoing reporting needs, we built a dedicated order-payment tracking database that connects directly to Google Looker Studio. This allows Healius to monitor BigCommerce orders in real time, including whether an order has been paid, and if unpaid, whether it is overdue.

We also introduced a CSV export feature enabling clinics to instantly download a product sheet containing only the specific items they have access to. This target functionality successfully supports clinics that prefer handwritten quantity selection or offline order preparation.

The new B2B portal has transformed Healius’ ordering operations, delivering faster, more reliable order fulfilment and a more personalised customer experience. State and business- typerestrictions are now applied automatically, strengthening compliance and ensuring users see only relevant products. Administrative workloads have been significantly reduced thanks to automated onboarding, SAP integration, and streamlined courier bookings.

Financial workflows have also been significantly improved, with automatic Square invoice creation reducing manual accounts-receivable work and Looker Studio visibility allowing Healius to see at a glance whether each order is paid, unpaid, or overdue.

Sales representatives can now better serve customers through direct order placement, while clinicians benefit from the efficiency of pre-filled referral documents. Clinics that prefer offline workflows now have access to customised CSV product exports, supporting their existing ordering habits without compromising accuracy. With a scalable, API-driven foundation, the platform not only meets Medway current operational needs but also provides the flexibility to adapt and grow with the organisation.

  Automated customer onboarding with verification against company codes and clinician IDs
 Sales representative ordering capability for placing and managing orders on behalf of customers
  Referral pad generation with pre-filled patient and practice details
  Real-time courier job creation and tracking via NowGo integration
  Automated approval processes for designated account types, such as collection centers
  Address auto-fill for courier bookings from customer account data
  Pre-order and stock reservation functionality for priority customers
  Tailored B2B pricing through BigCommerce customer groups and price lists
  Automatic Square invoice creation for “Invoice” payment method orders
  CSV product list export for clinics preferring manual or paper-based ordering

“Working with Kobe Creations on our Medway Practice portal has been a fantastic experience. The team brought deep expertise to the table, and they really took the time to understand our workflow in detail. They adapted to the way our business operates, rather than forcing us into a preset model, and helped simplify and rationalise our complex business rules to build a scalable solution. They’ve been quick, efficient, and genuinely great partners throughout the process.”

Stéphane Recouvreur
MEDWAY PRACTICE PRODUCT MANAGER

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