Client Engagement Report

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Client Engagement & Order Trends

Portal client + order exports · 24 Oct 2025 – 24 Jul 2026 · demo/test records excluded

Internal — Management
⚠ This report is built from portal order totals (inc GST, order-level) — figures are engagement metrics, not invoiced GMV, so they will not reconcile to the monthly invoiced dashboards. July is a partial month (to the 24th).
Registered clients
256
excl. demo/test
Ever ordered
120
46.9% activation
Valid orders
315
23 cancelled (6.8%)
Total order value
$64.5K
avg $205/order
Repeat rate
51.7%
clients with 2+ orders
July run-rate
$17.3K
best month yet ↑
Order & client trend
Monthly order value and active clients
Order volume has grown every month since February — orders up 6× and value up ~7× on an annualised basis since December. Active clients per month: 12 → 50.
Order value ($)Active clients (line)
$2.2K$4.1K$4.4K$8.1K$7.3K$12.7K$12.2K$13.4K DecJanFebMarAprMayJunJul*
New vs returning clients each month
The returning-client base is compounding: 0 in December → 28 in July. New client additions have stayed steady at 13–22/month, so growth is coming from both acquisition and retention.
New (first order this month)Returning
1211203436384150DecJanFebMarAprMayJunJul*
Engagement by provider (HCP)
Activation = registered clients who have placed ≥1 valid order. The gap between Birrang (92%) and Right at Home ACT (25%) is the single largest untapped opportunity in the system.
ProviderRegisteredOrderedActivationOrdersValue
Birrang Enterprise Development Company LTD262492%86$24,504
LiveBetter Community Services Orange302170%45$13,803
Right at Home ACT1243125%89$10,124
Right at Home Goldfields Grampians Murray131077%20$3,967
Pearl Home Care Central West NSW221150%24$3,962
Calacare44100%8$2,833
Pearl Home Care Canberra4375%4$1,644
CareSiah Pty Ltd3267%3$855
Marymead CatholicCare Canberra & Goulburn6467%10$816
At Home Together Queanbeyan22100%9$748
Top pharmacies & top clients
Top 10 pharmacies by order value
Capital Chemist Southlands has the most orders (44) but the lowest average order (~$55) and 9 of the 23 cancellations — worth a conversation.
PharmacyOrdersClientsValueAvg
Capital Chemist Orange389$14,560$383
Smythesdale Pharmacy3317$7,994$242
Blooms the Chemist Orange2010$5,912$296
Bourke Pharmacy255$4,562$182
Flannery's Pharmacy Forbes63$4,073$679
Capital Chemist Kambah225$3,873$176
Capital Chemist Bathurst1811$2,682$149
Capital Chemist Southlands4421$2,430$55
Atherton Wholelife Pharmacy & Healthfoods122$2,416$201
Capital Chemist Hughes135$2,257$174
Top 12 clients by lifetime value
Top 12 clients = $29.1K (45% of all order value). Two of them are currently lapsed.
ClientProviderPharmacyOrdersValueStatus
Lynda CowanLiveBetter OrangeFlannery's Pharmacy Forbes4$3,771Active
Marie OakesRight at Home ACTCapital Chemist Kambah17$3,291Active
Phyllis (Sofia) FernandoBirrang Enterprise DevelopmentCapital Chemist Orange7$3,012Active
Jaykeem WallaceBirrang Enterprise DevelopmentCapital Chemist Orange6$2,984Lapsed
Brianna SmithBirrang Enterprise DevelopmentCapital Chemist Orange6$2,778Active
Marlene NaudeBirrang Enterprise DevelopmentCapital Chemist Orange7$2,447Active
Caelin AndersonBirrang Enterprise DevelopmentAtherton Wholelife Pharmacy & Healthfoods9$2,254Active
Greig NicholsCalacareSmythesdale Pharmacy4$2,092Active
Makye KnightBirrang Enterprise DevelopmentBourke Pharmacy9$2,059Active
John JaniLiveBetter OrangeBlooms the Chemist Orange1$1,494Lapsed
Lyndell EdwardsBirrang Enterprise DevelopmentBourke Pharmacy7$1,459Active
Anthea MoadBirrang Enterprise DevelopmentBlooms the Chemist Orange2$1,448Lapsed
Lapsed repeat clients — priority contact list
These 16 clients ordered at least twice (proven demand, $11.6K historic value) but have gone quiet for 45+ days. They are the warmest re-engagement targets in the system.
ClientProviderPharmacyOrdersValueLast orderSilent
Jaykeem WallaceBirrang Enterprise DevelopmentCapital Chemist Orange6$2,98428 May56d
Anthea MoadBirrang Enterprise DevelopmentBlooms the Chemist Orange2$1,44829 May55d
Sandra RobinsonLiveBetter OrangeBlooms the Chemist Orange8$1,35201 May84d
Robyn GodsonLiveBetter OrangeForbutt's Pharmacy Bathurst2$1,30829 May55d
Joan KirchnerPearl Home Care CanberraCapital Chemist O'Connor2$89519 Jan185d
Christine FitzsimonsLiveBetter OrangeMoodie's Pharmacy Bathurst4$66601 May83d
Kerry FineganBirrang Enterprise DevelopmentMillthorpe Pharmacy2$48818 May67d
Craig WoodleyBirrang Enterprise DevelopmentCapital Chemist Orange2$43615 Jan190d
Linda PantanoRight at Home ACTCapital Chemist Garran2$42118 Mar128d
Mavis RIchPearl Home Care Central West NSWCapital Chemist Bathurst2$32005 Jun48d
Raymond ClarkPearl Home Care Central West NSWCapital Chemist Bathurst2$31920 Mar126d
Helen KennardPearl Home Care Central West NSWCapital Chemist Bathurst3$28027 Mar118d
Lorraine MasonLiveBetter OrangeBlooms the Chemist Orange2$25007 May78d
Janice MowbrayRight at Home ACTCapital Chemist Southlands2$16616 Apr98d
Elizabeth BanhidiRight at Home ACTCapital Chemist Southlands2$16109 Feb165d
Roger WilliamsRight at Home ACTCapital Chemist Kambah2$7724 Apr91d
Where to focus — action points
1
Right at Home ACT reactivation — the biggest single lever
93 registered clients have never ordered (87 of them bulk-loaded on 12 Dec 2025 and never converted). Active RaH clients average ~$161/client/active-month, so even converting 30% of the dormant list ≈ $4–5K/month of new order flow. Suggest a joint session with RaH ACT care managers to work the list — the Dec bulk-load clearly wasn't followed by an ordering workflow.
2
Call the 16 lapsed repeat clients (table above) within 2 weeks
Start with Jaykeem Wallace ($2,984), Anthea Moad ($1,448), Sandra Robinson ($1,352) and Robyn Godson ($1,308) — all lapsed only 8–12 weeks, all in the Orange/Bathurst cluster where relationships are strong. Route contact through the pharmacy or HCP care coordinator rather than direct.
3
Sweep the 33 one-order-only clients quiet 60+ days
Concentrated in LiveBetter Orange (9) and Birrang (8) — both high-trust accounts where a "how did the first order go?" check-in is easy. Median registration→first-order lag is only 3 days, so clients who don't order quickly rarely self-convert later; a nudge process is needed.
4
Replicate the Birrang playbook
Birrang: 92% activation, ~$371/client/active-month, $24.5K value — nearly 2.3× the per-client spend of RaH ACT. Document what Birrang's coordinators do (who orders, cadence, product mix) and use it as the onboarding template for Pearl Central West (50% activation) and new HCPs.
5
Investigate Capital Chemist Southlands cancellations & order size
44 orders but ~$55 average and 9 cancellations (39% of all cancellations system-wide). Likely small walk-in-style baskets being placed then cancelled/re-keyed. A quick call may fix a workflow issue and lift both average order and completion rate.
6
Watch the emerging growers
Right at Home Goldfields Grampians Murray ($0 → $2.2K/month in 4 months via Smythesdale Pharmacy) and Calacare (100% activation, $2.8K from 4 clients) are following the Birrang pattern. Early attention here compounds — assign a named contact to each.
PharmLink Client Engagement Report · Data exported 24 Jul 2026 · Prepared for internal management use