Over the past 20 years, ACO Med Supply Inc. has built its company on a foundation of customer commitment and service excellence. The results speak for themselves.
The healthcare landscape has changed over the past 20 years, and the issues facing providers two decades ago are quite different from those today. Consequently, so are the issues facing their suppliers. But no matter how complex the healthcare scenario has become, high quality products and exceptional service continue to drive the industry. ACO Med Supply, a Charlotte, N.C.-based distributor, has held that mindset since opening its doors.
Sturdy roots
ACO Med Supply was established June 1, 1995, as an orthopaedic specialty distributor covering North Carolina, South Carolina and Virginia. In its early days, the company represented three orthopaedic soft goods manufacturers – DonJoy, Procare and Tecnol – and operated out of a 2,500-square-foot warehouse with two employees and a sales team of nine reps.
ACO Med Supply’s decision early on to stay focused on the business aspect of physician care and medical practice permitted its clinical clientele to concentrate on patients, and enabled the company to expand exponentially. In 2009, the company moved into its current 52,000-square-foot warehouse, establishing itself as one of the largest distribution centers for orthopaedic products in the Southeast.
Today, it represents over 250 manufacturers, offers over 8,000 products, boasts $10 million in sales and is home to a sales, service and operation team of 70. “We have continued to add talent to our sales organization, allowing us to position our company for substantial growth,” says Stuart Ross, owner. “We now have over 50 sales reps and sales associates, along with a team of field service reps. And, our average rep tenure is now over 15 years of dedicated service.
“ACO has transformed to include a level of care, service and dedication second to none,” Ross continues. “We believe we are one of only a few orthopaedic distributors that offer healthcare professionals and patients a diverse range of orthopaedic rehabilitation products addressing the complete spectrum of preventative, pre-operative, post-operative, clinical and home rehabilitation care.
“Our products are used by orthopaedic specialists, spine surgeons, primary care physicians, pain management specialists, physical therapists, podiatrists, chiropractors, athletic trainers and other healthcare professionals to treat patients with musculoskeletal conditions resulting from degenerative diseases, deformities, traumatic events and sports-related injuries,” he continues. “In addition, many of our non-surgical medical devices and related accessories are used by professional athletes and patients for injury prevention and at-home physical therapy treatment. Our business model now provides a level of care directly to the patient, provider, facility and payor.”
Smarter and better
Complex changes in healthcare over the past 20 years have taken a toll on some distributors. But, in spite of the economic, payer-related and other challenges it has encountered through the years, ACO has managed to find new, creative ways to continue to service its customers. “As the dynamics of healthcare continue to change for our customers we must be a total solution and partner that they can rely on to impact their success,” says Ross. “ACO Med Supply’s programs are designed to work for large offices, while others are customized for smaller satellite locations. We deal with Medicare, Medicaid, private insurance, and are accredited by Joint Commission as a DME Supplier. By offering numerous billing and purchasing solutions, we align ourselves with our customers in complete patient care.”
That means staying in close touch with the customer’s needs and continuing to provide “quality product and exceptional service” to meet those needs, he continues. “We have been – and continue to be – all about customer service, given our commitment to offering healthcare professionals and patients a diverse range of orthopaedic rehabilitation products,” he says.
“Midlands Orthopaedics has partnered with ACO Med Supply for more than 10 years,” says Ann Margaret McCraw, CEO, Midlands Orthopaedics, Columbia, S.C. “ACO has kept pace with us as our business model has evolved. Both ACO’s leadership and local representatives have always strived to further our organizational goals even when they could have potentially benefited more by attempting to steer us in other directions. That unwavering support engenders a trust that rarely exists between clients and vendors.”
“We still believe the best way to impact our customer is with our sales professionals face to face,” says Ross. “ACO has grown to include pre-op, post-op and conservative care to provide a complete spectrum of care to the patient and provider. We have totally revamped our organizational team, which has allowed us to align with our customers’ patient care services as well become more efficient in purchasing, warehousing, billing, and customer service.
“By aligning directly with our leading manufacturers and brands, we are able to run marketing and promotional campaigns to better serve our customer base and patient population.” In addition, the company has worked closely with progressive business consultants who have helped build and grow the organization, including John Boyens, sales process development; Dave Zerfoss, executive coach, leadership training & Vistage; and Greg Johnson, health care branding and marketing.
Enhanced orthopaedics, exceptional care
While ACO Med Supply has held true to its mission – to help orthopaedic professionals provide exceptional care – the company has grown to include a number of additional services as well. “Although the name (ACO is short for Atlantic Coast Orthopaedic) sounds like strictly an orthopaedic company, ACO Med Supply has grown to include divisions such as surgical supplies, rehab equipment, cold therapy and casting products, all while keeping the most advanced orthopaedic equipment to date,” says Ross.
“Our vision is to be the largest and best post-operative provider of orthopaedic solutions and expertise in the country,” he continues. To do so, they remain focused on their customers – orthopaedic surgeons, podiatrists, athletic trainers, rehabilitation specialists and more.” The company strives to exceed its customers’ expectations at all times, Ross adds.
Perhaps a turning point for ACO Med Supply has been its growing partnership with DJO Global Inc., one of the largest non-surgical orthopaedic rehabilitation device companies in the United States and among the largest globally. “DJO Global Inc. is a leading global provider of high-quality, orthopaedic devices, with a broad range of products used for rehabilitation, pain management and physical therapy,” says Ross. “Our relationship as a DJO distributor has grown to over $36 million over the last 10 years [and enabled us] to provide complete patient care, from beginning to end.
“As a distributor for DJO Global, we have adopted the DJO Motion is Medicine business model,” Ross continues: “Healing and wellness through the benefit of natural motion by prescribing motion, enables us to take control of our healthcare and choose a healthier path. Activity is the key to healthier lives, better outcomes and improved economics for all, and Motion is Medicine is a flexible, multidimensional approach to help patients, physicians and payers take steps to combat the individual and collective costs of pain, inactivity, disability and declining wellness caused by knee osteoarthritis, plantar fasciitis, rotator cuff injury, spine injury and more.”
“ACO Med Supply is an award-winning distributor of medical supplies,” says Ross. “We proudly service medical communities in North Carolina, South Carolina, Georgia, Tennessee and Virginia, and we continue to grow. Along with our Charlotte-area location, we are also affiliated with Miotech Sports Medicine, a Michigan-based DJO distributor. The past 20 years have provided ACO with the drive and the industry specifics to provide its customers with exceptional, face-to-face service. Ross and the ACO team look forward to many more years of providing dedicated service and creating value for their customers.
Something to be proud of
Since its inception in 1995, ACO Med Supply Inc. has continued to pursue the highest level of service for its customers, and the company’s efforts have paid off. Its awards include the following:
- 1995. $3 million in sales for DonJoy / $1 million in sales for ACO Med.
- 1998. $4 million in sales for DonJoy / $2.4 million in sales for ACO Med.
- 2000. DonJoy Ortho “Greatest Growth Percentage.”
- 2002. Charlotte Business Journal Fast 50; NDC Exceptional Achievement award 20 percent growth or higher.
- 2004. Pinnacle award for “Products Growth Champion- DonJoy distributor partner;” NDC Exceptional Achievement award 20 percent growth or higher; Charlotte Business Journal Fast 50
- 2005. DonJoy distributor partner of the year; NDC Exceptional Achievement award 20 percent growth or higher; Charlotte Business Journal Fast 50.
- 2006. DonJoy golden glove award; Charlotte Business Journal Fast 50.
- 2007. $16 million in sales for DonJoy / $8.5 million in sales for ACO Med.
- 2008. Distributor partner “largest total revenue growth;” Charlotte Business Journal Fast 50; NCATA gold sponsor.
- 2009. NCATA gold sponsor; Charlotte Business Journal Fast 50.
- 2010. DonJoy Distributor partner “Largest total revenue.”
- 2012. DJO Global MVP – South Area.
- 2013. DJO Global Circle of Excellence; NDC Marketing Excellence; Motion 1 Platinum Record Sales award (over 1 million in sales).
- 2014: $36.2 million in sales for DonJoy / $10.2 million in sales for ACO Med.