Web-based tool takes the labor off the practice’s plate

Here, the author answers questions about a technology, based on firsthand experience with it.

What is Marlo? How does it work? What makes it unique?

Marlo is a contact lens-ordering application for Alcon contact lenses. The web-based tool is managed by the practice, providing us, via the dashboard, with patient order status, when lenses have been shipped and when the patient can expect them to arrive.

The application communicates directly with patients to alert them when they are running low on contact lenses and when to order. Also, Marlo provides free shipping directly to a patient for any quantity of boxes purchased.

If, for some reason, the lens ordered is out of stock, Marlo ships patients trial lenses to hold them over until their order arrives. Additionally, the customer service team at Marlo is always available to assist with a patient order (and answer any questions the practice may have).

Currently, it is a separate application that does not integrate with our EHR.

There are no fees to utilize Marlo, and the practice receives credit for orders placed by our patients. Additionally, emails from Marlo are branded to the practice.

What results can an O.D. expect when adding this digital tool to their practice?

An O.D. can expect to save staff members’ valuable time. In shipping contact lenses directly from the manufacturer to the patient, the platform removes ordering the product, unloading the boxes, calling patients to inform them their contact lenses are ready and dispensing. Additionally, I have rarely experienced an issue with a patient order taking longer than expected, so it has saved time, in terms of patients calling the practice to look for their lenses.

What benefits does it provide to your practice?

The application increases our customer service by allowing us to provide to the patient quick (two to three days) efficient (the patient receives a tracking number directly from the platform) shipping, neatly packaged contact lenses, delivered to their doors for free. Also, it makes our office look up to date with technology.

The application was especially helpful when our office was closed for three months due to COVID-19. This is because it provided constant feedback on the status of patient orders. I, personally, utilized it during this time and had a seamless transition with a user-friendly experience.

How do you discuss Marlo with the patient?

My front desk staff describes Marlo to patients as they are placing the order. The staff member says this is “the platform through which you will receive information about your contact lenses, such as tracking information,” and that the platform provides free shipping.

What training was needed to operate the platform?

We had a few training program sessions when we first started to use Marlo. As things evolved and changed with Marlo, we have had phone conversations with our Marlo reps to discuss the updates. We were up and running within an hour of our initial training program. OM

DR. CROOKER is owner of Scituate Harbor Vision Source in Scituate, Mass. Her focus is on treating patients who have ocular surface disease, especially patients who have struggled using traditional treatments. She is a paid consultant for Alcon. Email her at jcrooker@gmail.com.