LinCare is a leading provider of home respiratory care and durable medical equipment (DME) across the United States. With a strong presence in the healthcare space, LinCare supports patients with chronic conditions through a network of specialized eCommerce platforms—DME, CPAP, and Go2POC. Their catalog spans everything from CPAP/BiPAP machines to oxygen supplies and mobility aids, helping patients and caregivers manage long-term health needs from the comfort of home.
Challenges
1. Bounce Rate Spike on DME Platform
In October 2024, LinCare noticed bounce rates on their DME platform jumping past 85%. It wasn’t tied to a UX flaw or campaign misfire. And that made the problem hard to isolate. The spike made it nearly impossible to read real user behavior, which left their UX, SEO, and product teams flying blind.
- Engagement metrics were meaningless
- Promotional campaigns had no feedback loop
- UX decisions stalled due to unreliable signals
2. Fake Signups Flooding the CPAP Site
Their CPAP site was getting hit by hundreds of bot-driven signups. It messed with their analytics, clogged up backend systems, and raised security flags.
- Real users were getting buried under the noise
- CRM and reporting became unreliable
- There was a growing risk of abuse or breaches
Solutions
Fixing the Bounce Rate Problem
We did a deep traffic audit and traced the bounce issue to internal SEO crawlers hitting a broken endpoint over 1.4 million times. It was found that these were actually internal tools unintentionally tanking engagement metrics.
Our fix:
- Blocked internal crawler IPs from tracking
- Set IP-based rate limits to reduce load
- Fixed crawler logic to only hit live, indexed pages
- Cleaned up the dashboards to reflect real traffic only
Locking Down the CPAP Platform
We built a layered security setup, designed to block the bots without messing up the experience for actual customers.
Our fix:
- Encrypted all forms to prevent sniffing or injection
- Strengthened backend logic for user validations
- Rolled out CAPTCHA rules based on behavior, not just checkboxes
- Closed weak points in the user creation flow
Impact
36% decrease in bounce rate, making user behavior visible again
Zero bot accounts since deployment
Analytics cleaned up across both platforms
Backend started running leaner and faster
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