⸺ CASE STUDY · NATIONAL ORAL DIAGNOSTICS LABORATORY · OCTOBER 2026
From tangled systems & processes to transaction
A national commercial laboratory partnered with Roxie Solutions to untangle its complex web of disconnected systems and processes to help them position for a sale.
⸺ ROXIE'S IMPACT
UNDER
5
MONTHS
A unified platform launched and company sale in under 5 months
The situation
Our client is a commercial diagnostics laboratory that ships collection kits, receives specimens, runs laboratory testing, and delivers digital laboratory results. They have over 1,000 customers across nearly every state in the US. They offer a unique and powerful test that helps identify disease earlier, empowering doctors and patients to take preventive action.
GROWTH
Revenue growth was flat because customer attrition was offsetting new client growth
ENTERPRISE
Unable to close enterprise customers because the business development team didn't have faith in their ability to execute
1,000+
Customers across
nearly every state
CASH
Bad data led to unclear customer balances, which prevented collections and ballooned AR
The root problem
Fragmented systems and processes that were left from the company's early startup days.
There was no single source of truth for key items like customer ID, patient ID, and sample ID
Systems were not well maintained, there were no system integrations, and there was a dependency on individuals with a lack of redundancy across the operational process, including lab sample processing and employee onboarding.
New customers were added manually in each system, resulting in misspellings and inconsistent customer IDs, making it impossible to reference across systems.
Everyone had admin permissions in each system, resulting in unknown changes to system setup, system design, customer information, etc.
Core processes depended on individuals, which meant if someone went on vacation or quit, certain results would be delayed.
Communication in the company was very siloed after multiple rounds of acquisitions and transactions.
The solution
We replaced the legacy portal with a unified platform launching just four months after our engagement began. The platform became the single source of truth for the business, with bidirectional integrations to every system involved from first customer interaction to cash collection.
⸺ TIMELINE
Roxie prides itself on speed, quality, and ownership of outcomes from solution design through stabilization.
2
We strengthened other core systems and built integrations
Locked down admin rights across all systems, assigned clear ownership, and cleaned the data. That enabled us to confidently establish bidirectional integrations with each operating system that is involved from first interaction to cash collection.
4
We replaced bad data with a single source of truth
The platform became the single source of truth for each key item including customer, patient, and sample. Admin rights were locked down to avoid unintentional data quality leakage, the data was cleaned, and ownership was assigned along with clear expectations and oversight.
How we did it
1
We replaced the lab portal with a custom core operating platform
Reimagined and developed a strategically designed platform to replace the legacy provider portal with an overhauled UI, enhanced workflows, new UPS shipment tracking, and new insights.
3
We redesigned the processes around the platform
Technology alone does not fix a broken process. We standardized how work is done so it runs the same way every time, including the steps between delivering a result and collecting payment for it.
5
We built an interactive analytics platform to replace confusion with clarity
With one real-time analytics platform powered by data across every system, leadership could finally see the whole business in one place. We established a daily leadership cadence to meet, review the data, and prioritize.
6
We rolled it out ourselves, working directly with employees to ensure a smooth customer experience
We picked a go-live date and worked backwards. Roxie worked closely with the employees to roadmap out the process to include early customer communication, employee training, data retention, and went above and beyond to ensure that the customers had a smooth experience as our top priority.
The outcome
With the foundation fixed, things started to move. Within two months of go-live, the company found a buyer and closed a successful sale, something that had not been possible before.
Scale and enterprise partnerships were unlocked.
The company could take on volume and credibly sell to large partners, because it could show them a business that ran as one system.
Cash came in.
Accounts receivable fell from 107% of monthly revenue to under 10%, turning cash that had been trapped in the business into cash available to grow it.
Buyers saw it live.
Roxie gave live demos to current and potential investors as part of the sale process, which played a major role in closing a successful sale.
⸺ HIGHLIGHTED METRICS
0
Customer attrition because of the change
%
15.5
Increase in cash collected in the first 30 days
%
33
Decrease in inbound customer calls due to avoided legacy issues
%
⸺ APPENDIX
Before and after
A detailed view of the capabilities Roxie delivered through the unified platform.
