Healthcare
Grüns reached a $50 million run rate in its first year on Shopify Plus, with over 90% of revenue from subscriptions and five brands on the platform.
Grüns reached a $50 million run rate in its first year on Shopify Plus, with over 90% of revenue from subscriptions and five brands on the platform.
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Nutrition Warehouse is Australia's largest sports supplement retailer, operating more than 120 stores across Australia and New Zealand alongside a busy online business. Having already moved its ecommerce to Shopify in 2022, the company still ran its stores on a separate point-of-sale system, which left online and in-store operations working in silos.
By rolling Shopify POS out to 121 stores within six months, Nutrition Warehouse brought its channels onto one commerce platform. According to Shopify's case study, 600 staff were trained on mobile POS within three months, the retailer generated more than $100,000 in incremental sales at events using mobile POS setups, and time spent consolidating online and offline data fell by 15%. For the first time, store teams can see a single view of each customer.
Nutrition Warehouse sells sports supplements and health products through a large physical network and online, with each store carrying more than 2,000 SKUs. Its in-store teams play an advisory role, helping customers choose products that suit their health and fitness goals, so knowing a customer's purchase history and being able to check stock quickly are central to the service. The business previously ran ecommerce on Adobe Commerce, formerly Magento, before implementing Shopify in 2022, while its stores used Retail Express for point of sale. The company also operates several online brands, including Supplement Warehouse and a number of private labels.
With ecommerce and POS on different systems connected by imperfect integrations, the business relied on manual workarounds and suffered data delays. Inventory updates ran on 15-minute batch processes, customer data was not unified across channels, and gift cards bought online could not be redeemed in-store without a call to customer service. Loyalty and promotion flows were overly complex, and support staff had to reconcile data by hand.
Pricing was another pain point. To honour the company's price match guarantee, store staff overrode prices at the counter and then filed a form with head office, and pricing and competitor data did not flow across the network. On the digital side, the heavily customised direct-to-consumer platform, maintained in-house, needed developer input for every update, and big sale days often crashed the site, forcing teams to stagger email sends to different customer segments. COO Duncan McHugh summed up the situation by describing the legacy POS as clunky, with customer data living in silos.
Nutrition Warehouse deployed Shopify POS across its store network, working with an implementation partner. The goal was a single, flexible system that would work at scale, with promotions, pricing and loyalty managed centrally and pushed to every store in real time. The mobile-first design of Shopify POS was also chosen because staff found it intuitive, which mattered for a fast rollout across a large workforce.
Staff use mobile POS devices to check stock, view customer history and process sales from anywhere on the shop floor. The same setup can run at local events over Wi-Fi or a hotspot, opening a new sales channel outside the stores.
Using Checkout Extensibility and Shopify APIs, the team built custom POS tiles for defence force discounts, staff discounts and real-time price matching. These are configured centrally and rolled out to every location, replacing manual overrides and paperwork.
Shopify Flow automates the loyalty programme, rewarding customers with native store credit that works across online and in-store channels, removing the manual reconciliation that the old setup required.
Shop Pay helps capture customer information for personalised service in-store and online. Native integrations with Klaviyo, Gorgias and Okendo support marketing, customer service and reviews, while Shopify's APIs keep existing inventory systems synchronised in real time.
The rollout moved quickly. Nutrition Warehouse onboarded 121 stores to Shopify POS within six months and trained 600 staff on mobile POS within three months. Shopify reports that training a staff member now takes minutes, citing as little as 15 to 30 minutes compared with a full-day session on the previous system. Promotions and bundles are managed from head office and pushed to stores in real time, so the network operates from one source of truth. Next, the company plans to consolidate its multi-brand portfolio on Shopify, bringing eight online stores, including Nutrition Warehouse, Supplement Warehouse and several private labels, onto the platform.
The unified platform has changed how both stores and support teams work. Staff can now advise customers using their full purchase history, a single customer view the business never had before. Manual sales reconciliation is no longer required, freeing finance and support teams, and time spent on data consolidation across channels has fallen by 15%. Mobile POS setups at events have generated more than $100,000 in incremental sales, and developers can focus on strategic work rather than maintaining integrations. As McHugh put it, the days of reconciling between two systems are over.
A single customer view lets store staff give better advice, which matters in health and wellness retail. Businesses running separate online and store systems should weigh the service benefits of unification, not just the cost savings.
An intuitive, mobile-first POS made it possible to train hundreds of staff quickly. When rolling out technology across many locations, ease of learning can be as important as feature depth.
Moving price matching, discounts and promotions into centrally configured tools removed manual overrides and paperwork. Codifying business rules in the platform helps a large network act consistently.
Shopify POS, Shopify, Shopify Flow, Checkout Extensibility, Shop Pay, Shopify APIs, Klaviyo, Gorgias, Okendo
This story is compiled by the ONEXT DIGITAL editorial team from public sources and is shared as an industry reference. Nutrition Warehouse is not an ONEXT DIGITAL client.
Sources: https://www.shopify.com/case-studies/nutrition-warehouse
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