Traci Millen Brett Curtis can you tell us when both parts of this request are planned for?

As requested, I’ve attached the ordering numbers and would like to draw attention to a key feature on Myalcon that is critical to the success of our B2B platform—particularly for customers utilizing the Direct-to-Patient (DTP) ordering option.

Business Justification:

Currently, Myalcon's DTP customers account for approximately 20,000 orders annually (please see attached). For these customers, it’s imperative that pricing is visible at checkout, allowing them to verify that the products they are ordering align with their expected pricing. This feature ensures clarity and minimizes confusion, significantly reducing the need for customer service inquiries.

If we were to remove this pricing visibility, we foresee a surge in calls and inquiries, which could overwhelm the market’s ability to manage them effectively. Additionally, this would represent a significant step backward in the user experience when compared to the existing platform, which our customers are already familiar with.

I’d also like to emphasize that this is not a new requirement. Angela raised this issue during the original requirements gathering session over two years ago, and it has been mentioned multiple times since. Furthermore, this feature was added to Canny in October 2024, with the status indicating that it is “being planned.”

A major concern brought up by the supervisor of the CS team is the market is currently handling an average of 200 calls per day. Based on the projected order volumes for DTP on MyAlcon, even under a worst-case scenario, it is anticipated that the additional calls could increase their daily call volume by approximately 85 calls.

This increase in call volume has raised concerns about the team's capacity to maintain service levels. To accommodate the additional demand, the customer service team would likely need to increase their headcount by 2 to 3 customer service representatives.

Given these points, the market would strongly urge us to ensure that pricing visibility remains a key element of the DTP ordering process.

Please let me know if you have any questions or need additional details. I’m happy to discuss this further.

This will also be a big impact to the US market as we continue those conversations.

AU and NZ market would require this too for customers currently using other practice management software - they need a PO field for DTP so they can cross match their transactions and mark them off. cc Stuart Mitchell Niloofar Farmand