Automated ecommerce for a healthcare training provider

ECG Training trains healthcare professionals across the UK. Part of its service is supplying Patient Group Directions, or PGDs: legal documents that let pharmacists, nurses and paramedics give specific medicines without an individual prescription. They are used in clinical settings, so every detail has to be right.

We’ve worked with ECG Training for over three years. James looked after their website at a previous agency, and within a month of him starting Pixelish, ECG Training asked him to take it over.

Every PGD order started a three-day process by hand. Staff chased customers for registration numbers and other details, created each document manually and emailed it across. Three full-time staff worked on it, with the wider team answering customers asking where their orders were.

Customers on the All Inclusive package received a single 150-page PDF and had to search through it for the document they needed.

We built PGD Docs, a system on ECG Training’s own website that handles every PGD from purchase to expiry. Customers enter the details the document needs before they pay. The moment the order completes, the document is created and appears in their account, ready to download.

Every PGD is saved in the customer’s account and clearly labelled. The All Inclusive package became more than fifty separate, searchable documents instead of one long PDF. Customers get a reminder thirty days before a document expires, and expired ones are removed automatically. We launched with a small set of products first, then rolled it out across the full range.

Comparing peak season year on year, PGD sales doubled, with no marketing changes, announcements or email campaigns. The only thing customers noticed was a better checkout. Documents that took three working days now arrive in under three minutes, and the time of three full-time roles is free for more valuable work.

We now look after four websites across ECG Training’s parent group, with a fifth on the way, and PGD Docs is in its third phase. We work as their website team, without the cost of hiring one in-house.