OPAL 2.0: Transforming Healthcare Ordering Operations with a NetSuite-Integrated Customer Portal

Inmunotek is a bio-pharmaceutical company specialising in the research, development, and manufacturing of immunotherapy treatments and diagnostic systems. Working closely with clinics, prescribers, and patients, the business relied on accurate information and efficient processes to manage product ordering and ongoing treatment requirements.

While the company’s ordering portal was already integrated with Netsuite ERP, the integration was slow, unreliable and heavily dependent on manual intervention. Data did not always synchronise correctly, which required staff to regularly cross-check clinic, prescriber, patient, and order information to identify and resolve inconsistencies. As a result, staff spent approximately 2.5 days each week managing administrative tasks that stemmed from the integration limitations.

The disconnected environment also made it difficult to maintain visibility across customer and patient ordering activity. Managing information across multiple systems increased the risk of delays, duplication, and inconsistencies, while limiting the team’s ability to efficiently support growing demand.

Inmunotek needed a more connected approach that would streamline order management, improve data accuracy, and provide a scalable foundation for future growth.

To address these challenges, our team worked closely with Inmunotek to gain a deep understanding of their clinical workflows, ordering processes, data issues and the inefficiencies impacting day-to-day workflows. This discovery shaped the design and development of OPAL 2.0, a custom B2B ordering portal built using Laravel, Inertia, and VueJS, fully integrated with NetSuite. 

The platform was designed as a purpose-built ordering system for allergy clinics and doctor surgeries managing immunotherapy treatments. It enables clinics to place orders for custom vaccine mixes based on predefined combinations of up to four different allergens per vaccine across a range of treatment options. This provides a structured, guided ordering experience that simplifies a highly complex ordering process while helping ensure accuracy and consistency. 

The system also supports multiple payment methods, including clinic on account, clinic credit card, patient credit card, and secure customer payment links, providing flexibility to accommodate different clinic and patient payment scenarios.

In addition, OPAL 2.0 incorporates logic around a patient’s vaccine journey based on the size and type of treatments previously ordered. This enables clinics to better understand when a patient is due for their next round of treatment and supports more timely reordering through improved visibility.

A tailored dashboard brings together key ordering and patient information in one place, including upcoming renewals and reorder visibility, helping clinics manage ongoing treatment requirements more efficiently.

A role-based access structure was also implemented to support the different user types operating across the platform. Super Administrators can manage the system at an organisational level, while Parent Clinics, Clinic Administrators, and Clinic Staff are provided with access to the information and functionality relevant to their responsibilities. This ensures users can efficiently manage patients, orders, and clinic-specific activities while maintaining appropriate data access controls.

The new platform consolidates clinic, prescriber, patient, and order data into a single system connected to NetSuite, replacing fragmented workflows with a more structured and consistent ordering process.

The implementation of OPAL 2.0 transformed the way Inmunotek manages customer, patient, and order information across its business. What was once a heavily manual process requiring significant administrative effort has been replaced by a connected and automated platform that keeps critical business data synchronised in real time.

Customer records, products, pricing, and orders now flow seamlessly between the ordering portal and NetSuite, eliminating duplicate data entry and improving data accuracy across the organisation. By automating key processes and removing manual administration, the solution eliminated approximately 80 hours of work each week and the customer service team no longer spends valuable time manually managing information between systems, allowing them to focus on supporting customers.

The improved visibility into patient ordering and re-order workflows has also helped Inmunotek better manage treatment journeys and reduce the likelihood of patients falling through the cracks. Teams can now access more accurate information, respond faster to customer needs, and operate with greater confidence in the data they rely on every day.

Beyond the operational efficiencies, the project delivered significant commercial outcomes in a remarkably short timeframe. Within just four weeks of implementation, Inmunotek achieved a 28.7% increase in sales and eliminated approximately 80 hours of manual administration each week, allowing the team to focus on more strategic, value-driving activities. With a return on investment (ROI) exceeding 1,000% and a payback period of just 4.2 weeks, the solution delivered exceptional value while providing a scalable platform for continued growth.