How DMEs Are Automating Patient Outreach and Driving Growth

For many DME providers, resupply is a core revenue driver, but one that often comes with high operational costs, overwhelmed staff, and lost orders. Manual processes and outdated systems slow everything down and frustrate both employees and patients. That’s why leading DMEs are turning to automation to modernize the resupply experience.

Why Resupply Is Critical for Growth

Automated resupply isn’t just a time-saver, it’s a growth engine. When done right, it unlocks:

• Predictable, recurring revenue
  
• Faster, more convenient ordering experiences
  
• Happier patients with fewer missed orders
  
• Better outcomes with less staff overhead
  

And with 5–7 manual touches typically needed to complete a resupply confirmation, the case for automation is stronger than ever.

What’s Broken with Manual and Legacy Systems

Traditional approaches to resupply are riddled with inefficiencies:

• Manual outreach burns staff time and delays fulfillment
  
• Generic phone calls and emails often go unanswered
  
• Disjointed systems make it hard to track responses or measure success
  
• Legacy software lacks the flexibility to tailor campaigns or reflect a brand’s identity
  

This leads to missed opportunities, slow cash flow, and frustrated teams.

Meanwhile, patient expectations have evolved:

• 74% of patients want healthcare communication to be as easy as retail (Accenture)
  
• The average person spends 3 hours and 43 minutes per day on their phone (Twillio)
  
• 91% of older adults own a smartphone (AARP), making SMS a powerful channel
  

A Better Way: Resupply the NikoHealth Way

NikoHealth offers a built-in resupply solution designed to streamline the process end-to-end. It’s not a third-party add-on; it’s fully integrated into the platform. Key features include:

• Mass SMS and email outreach
  
• Fully customizable templates by product, payor, and patient behavior
  
• Real-time campaign tracking
  
• One-click patient enrollment
  
• Branded landing pages that show product images, so patients can easily reorder what they need, even if they don’t know what it’s called
  

By making the experience visual and intuitive, NikoHealth helps patients take action faster, reducing confusion and improving reorder accuracy.

These capabilities translate to real-world impact:

• 30% increase in order capture rates with automation (McKinsey)
  
• 2x faster reorder cycles with SMS and email workflows
  
• 20–40% improvement in staff productivity (Deloitte)
  

Real Results: How Quality DME Scaled Resupply with NikoHealth

Mike Austin, President of Quality DME, knows firsthand what it’s like to struggle with inefficient resupply workflows. Before adopting NikoHealth, his team faced delays, low response rates, and a process that required too much manual effort.

Since switching to NikoHealth’s Resupply solution, Quality DME has seen a 400%+ increase in patient response rates and is now managing automated resupply campaigns for over 22,000 patients.

Mike recently shared more about their experience, including:

• The resupply challenges they faced before using NikoHealth
  
• What made NikoHealth stand out compared to other systems
  
• The measurable impact on efficiency, automation, and patient engagement
  

The difference has been night and day: more responses, less chasing, and a team that’s now focused on growth rather than repetitive outreach.