Can a high-volume D2C specialty provider stop its site from crashing when customers need it most?

The client is the world’s largest D2C outpatient provider in its specialty, operating a global network of clinics. Their website is the primary channel for customer conversion, bookings, and revenue.

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As the organization expanded, the site began handling heavy paid traffic, multi-step booking flows, and analytics integrations that shaped daily operational decisions. When outages appeared during major campaigns, the team needed an independent audit to stabilize the current site and assess whether a new rebuild was safe to launch.

Recurring outages occurred during peak demand, but the root cause was unclear. Attribution data conflicted across platforms, caching behavior was inconsistent, and form submissions triggered significant server load. At the same time, a new vendor-built site showed functional gaps, missing SEO migration, and no end-to-end testing, placing a planned launch at risk.