eCardio Diagnostics Case Study

The Challenge

With an equipment-based business and over ten thousand devices in the field at any one time, getting these items returned is a critical part of eCardio's business. This becomes even more crucial when dealing with sensitive and costly equipment.

The Solution

eCardio began its work with UPS in 2007, starting with UPS Returns Plus, which provides up to three driver pickup attempts and shipping information from departure to delivery. 

"Ease of return for patients is key – if it's not easy, they'll keep the device," Heidi Tomberlin, operations manager at eCardio, said. "Patients felt it wasn't convenient for them to stay home for the driver to pick up the devices."

This would often lead to multiple attempts, costing eCardio more for the return and further delaying the amount of time for the return of each monitoring device.

But in early 2009, eCardio began using UPS Returns® Flexible Access, which allows businesses to offer their customers an option of returning items via UPS or the U.S. Postal Service. Patients can put monitors in their mail boxes, drop them off at a Post Office or at a UPS location or UPS drop-box.

UPS Returns® Flexible Access has been a "win, win, win" for eCardio by making it easier for its customers to return the devices, giving employees total visibility from the time it leaves an eCardio facility (using UPS NDA) until it is returned. And so far, eCardio is enjoying a return rate of almost 100 percent – a significant increase over its original returns option.

"In addition to our cost savings, the faster turnaround time reduces our need to purchase additional devices," Tomberlin said. "It is not only beneficial for the patients by giving them a variety of return options, but it saves us both time and money."