How This Health Service Business Scaled with Ecommerce

When Brandon and Mona West founded WestCare Home Health Services, their mission was born from compassion and necessity.

Inspired by their own experience caring for aging parents, the siblings created a family-owned business dedicated to providing exceptional in-home care and support to seniors, caregivers, and veterans.

Today, WestCare offers more than just home health services; it has expanded into the ecommerce space to ensure families have convenient access to essential medical supplies.

Partnering with Ecwid, a powerful and flexible ecommerce platform, helped WestCare integrate an online store into their operations seamlessly. Here’s how this inspiring business scaled its operations and maintained exceptional customer care.

From Home Health to Ecommerce

Since its founding, WestCare has been a key player in Maryland’s caregiving landscape. The company’s in-home care services were designed with love, serving those who rely on compassionate support.

However, as more elderly individuals and caregivers turned to Brandon and Mona for help, a new challenge emerged.

Customers needed fast, reliable access to medical supplies—from mobility aids to daily health products.

 As we supported more elderly individuals, caregivers, and veterans in their daily care needs, we recognized a growing demand for convenient access to reliable health products. Brandon West, Co-Founder of WestCare Home Health Services

Recognizing this gap, WestCare launched an online storefront to deliver essential health products not only to their home care clients but also to caregivers and families across the U.S., making these items accessible to anyone in need of reliable medical supplies.

Their goal? Make purchasing medical supplies as stress-free and accessible as possible, reflecting the same level of care WestCare is known for.

Brandon and Mona West, founders of WestCare Home Health Services

Crafting a User-Friendly Online Experience

For WestCare, accessibility wasn’t just a buzzword; it was a promise. Their customers, often seniors or overloaded caregivers, craved simplicity and speed.

Here’s how the team designed an experience tailored to their clients’ needs:

• Clean layouts: A website that’s easy to navigate, with clear product categories.
• Larger fonts & visuals: Designed to accommodate older adults and customers with visual impairments.
• Straightforward product categories: These are carefully curated and easy to understand.
• No confusing tech jargon: The online store is built for customers who aren’t tech-savvy.
• Fast delivery: Reliable shipping ensured that urgent health needs were met promptly.

 Our customers are often elderly or caregivers under pressure, so we designed our online experience to be as clear and stress-free as possible. Brandon West

Learn how Ecwid’s built-in site template can help make your online store more accessible.

Why WestCare Chose Ecwid Over Shopify

Launching a storefront meant finding an ecommerce solution that wouldn’t require overhauling their entire website. Brandon and Mona had already built a WordPress site that reflected their brand identity, and finding a platform that integrated seamlessly was crucial.

 Ecwid’s ability to embed a full-featured store directly into our existing WordPress website made it the obvious choice over Shopify. It let us preserve our branding, avoid major design changes, and get up and running quickly. Brandon West

Unlike other platforms, Ecwid provided not just flexibility but also room to grow. With powerful APIs, WestCare gained the ability to automate processes behind the scenes, ensuring a scalable and efficient operation.

Managing a 5,000+ Product Catalog with Ease

WestCare’s product catalog quickly ballooned to over 5,000 items, ranging from personal care supplies to advanced mobility tools. Managing inventory manually? Impossible.

Thanks to Ecwid’s API capabilities, the team could automate time-consuming updates. Pricing, stock levels, and product descriptions are synced programmatically, staying aligned with supplier data.

 The automation also helps us scale without having to hire additional staff. Brandon West

Building a Package Tracking System for Peace of Mind

Medical supplies aren’t your standard ecommerce goods. Many customers depend on them for daily care, meaning delays aren’t just inconvenient; they are stressful.

 As our online medical supply business grew, we consistently heard from families and caregivers that one of their biggest concerns was knowing when essential health items would arrive. Brandon West

To address this, WestCare implemented a real-time package tracking system, leveraging Ecwid’s Order API alongside carrier APIs like FedEx, UPS, and USPS.

Customers can conveniently track their orders using the AI-powered chatbot

The result? Customers now have access to live updates on their order status—from placement to delivery. Whether through email notifications, customer account dashboard updates, or even AI chatbot queries, tracking is easily accessible.

Leveraging AI for Personalized Support

One standout feature of WestCare’s online operations is its AI-powered chatbot, Harmoni. Available 24/7, it provides instant answers to common customer questions like, “Where’s my package?” or “Is this product covered by insurance?”

With the chatbot, WestCare ensures timely support even outside business hours. This fosters trust and builds stronger relationships with their customers.

Ecwid makes adding a chatbot to your online store easy with plenty of integration options. To add a chatbot to your Ecwid store, simply search for “chatbot” in the Ecwid App Market.

Additionally, an AI-powered Q&A widget on product pages helps first-time buyers better understand which supplies fit their needs. Customers can ask questions like how to use a product or whether it’s appropriate for a certain condition, and receive real-time, actionable answers.

 This tool helps customers make confident, informed decisions without needing to call or wait for a response, aligning with our goal of providing support that’s timely, clear, and empowering. Brandon West

The AI-powered Q&A section enables customers to quickly find accurate answers to product-related questions

Educating Customers with Gallery Videos

WestCare recognizes that many customers, particularly seniors, may not have the time or patience to navigate lengthy product descriptions. With that in mind, they’ve incorporated short educational videos directly into product galleries, showcasing how items work.

 A quick demo or explainer builds trust and speeds up conversions. The Ecwid gallery makes it easy to embed these right alongside the product photos. Brandon West

Learn how to quickly add a video to a product page in your Ecwid store.

Including an explainer video in the product gallery helps customers make informed purchasing decisions

Words of Advice for Fellow Business Owners

For fellow entrepreneurs seeking to expand through ecommerce, Brandon and Mona offer this advice:

Begin with what you have, but plan for the future: “Start with what you have, and choose tools that let you grow gradually. Ecwid made it possible for us to expand into ecommerce without overhauling our website or hiring a large tech team. Focus on platforms that integrate smoothly, offer API access for future automation, and don’t lock you into complex setups.”

Focus on customer needs: “For us, simplifying the experience for seniors and caregivers has been more valuable than flashy features. Keep your operations lean, your customer support personal, and look for tech that works with you, not against you.”

Redefining Ecommerce with Ecwid

For WestCare Home Health Services, expanding into online sales was about more than just revenue. It was about broadening access, delivering reliability, and staying true to their mission of compassionate care.

Check out WestCare’s website and Instagram page to learn more about their inspiring work.

With Ecwid, WestCare transformed its operations and improved countless lives. With flexible customization options, powerful integrations, and scalable automation capabilities, Ecwid proved to be the perfect fit for this growing business.

Looking for an ecommerce solution that grows with you? Ecwid might just be the key to your success. Sign up for Ecwid and discover what it can do for your business.