Background

Pro North Medical is a family-run Canadian company that has been serving the healthcare sector since 2011, with over 40 years of combined experience in dental, veterinary, and medical supply distribution. Renowned for delivering durable, affordable, and high-performance equipment, the brand supports practitioners across Canada and internationally. Despite its trusted reputation, Pro North Medical faced two core challenges: rising cart abandonment rates and a need to better serve busy healthcare professionals who value speed, clarity, and convenience in the buying process.

Approach

To solve these challenges, we created an end-to-end email automation system specifically designed for time-sensitive buyers. We launched a streamlined welcome series to introduce new customers to Pro North Medical’s product range and quality standards, followed by a robust cart abandonment flow that offered reminders, FAQs, and fast-track purchasing options. Post-purchase flows provided value through product care tips, reorder reminders, and curated product bundles. All messaging prioritized brevity, clarity, and relevance — offering easy access to bestsellers, exclusive offers, and time-saving solutions. We also leveraged customer segmentation to tailor promotions for dental, veterinary, and medical professionals, ensuring the right message reached the right audience.

Results

This focused approach delivered impressive results: sales increased by 92%, driven by significant reductions in cart abandonment and improved follow-through from first-time and returning customers alike. Engagement rates climbed as healthcare professionals found the email content useful, efficient, and aligned with their daily workflow. Pro North Medical’s standing as a go-to supplier was reinforced, not just through product quality but through thoughtful, customer-first communication.