Transforming Fragmented Systems into a Unified Customer Experience for Medical Wholesaler
Intuji partnered with LFA First Response to replace disconnected systems with a single, scalable web portal platform by streamlining kit management, stock tracking, and multi-location operations into one seamless customer experience.
About the Project
LFA First Response, a leading Australian supplier of first aid kits and medical consumables, faced growing operational complexity as it scaled across industries including schools, mining, and healthcare. Multiple disconnected systems created inefficiencies in stock management, kit customisation, and customer ordering — slowing down operations and hindering growth.
To overcome these challenges, LFA partnered with Intuji to design and develop a unified digital platform that brought all processes together in one ecosystem. Built using Intuji’s PSV Thinking® methodology, the platform aligns profit, scale, and value by centralising workflows, automating stock management, and simplifying multi-location customer operations.
Client
LFA First Response
Industry
Healthcare
Project Length
6 Months
Services Provided
Customer Experience Consulting, Software Development, Web Development, Support, eCommerce Development, UI Design, UX Design
The Challenge
LFA’s operations were spread across multiple disconnected tools, making it difficult to manage orders, stock, and customer relationships efficiently. The absence of automation meant customer service teams handled every request manually, consuming valuable time and resources.
Without a centralised system, LFA’s customers struggled with inconsistent data and limited visibility across locations. This fragmentation not only created operational strain but also limited the business’s ability to scale effectively.
As demand grew, manual workflows could no longer support expansion. LFA needed a unified solution that streamlined internal operations while empowering customers with autonomy and visibility across their multi-site networks.
The Goal
LFA sought to create a seamless and scalable customer experience by consolidating multiple manual systems into a single, intuitive platform. The objective was to reduce operational bottlenecks, improve order accuracy, and empower customers to manage kit customisation and stock replenishment autonomously.
Success would be measured by the time saved on internal processes, increased customer satisfaction, and a reduction in manual administrative workload — ultimately driving profitability through smarter, more connected operations.
The Solution
Intuji developed a custom-built customer portal that unified LFA’s fragmented systems into one cohesive digital platform. Designed around the principles of Edgefactor®, the platform connects every stage of the customer journey — from ordering and kit customisation to inventory tracking and delivery.
Key features include:
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Multi-location management: Parent organisations can manage multiple branches and their orders independently.
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Custom kit creation: Customers can build and personalise kits to meet unique requirements.
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Automated stock tracking: Real-time inventory updates minimise shortages and overstocking.
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Role-based team access: Enhanced collaboration and operational control.
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ERP integration (NetSuite): Synchronised pricing, stock, and order data for real-time accuracy.
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Product resource hub: Centralised access to manuals, documentation, and compliance materials.
Built with scalability in mind, the platform’s architecture — powered by Laravel, Postgres, and Redis — ensures fast, secure, and reliable performance across industries and customer sizes.
Technologies Used
The Results
LFA First Response achieved a significant transformation in both efficiency and customer experience. The platform unified complex workflows, streamlined internal operations, and provided customers with 24/7 self-service capabilities.
Key outcomes include:
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60% reduction in time spent managing customer requests, freeing internal teams to focus on strategic growth.
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Consistent customer satisfaction gains, with faster order turnaround and improved transparency.
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Automation of manual workflows, reducing human error and operational costs.
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Scalable system architecture, supporting multiple industries and high-volume clients.
The platform not only improved daily operations but also enhanced enterprise value by creating a flexible, future-ready infrastructure. Through the 4DCX Framework, Intuji ensured every component — data, design, delivery, and customer experience — worked in harmony to drive measurable business outcomes.
