The Reform RX Turnaround: A Complete Platform and Engineering Renewal
Reform RX created a cutting-edge digitally connected Pilates reformer, a hardware and software experience driven by smart sensors, real-time feedback, heart-rate tracking, and studio-quality guided workouts. Users loved the idea and quickly adopted it.
But behind the scenes, the technology stack was fragmented, deployment processes were unreliable, and customer support lacked structure. Multiple vendors owned separate pieces of the platform, leaving Reform RX without complete visibility or control.
The Challenge
As the platform evolved, several structural and process-related challenges emerged across development, operations, and customer support:
- Distributed development ownership across frontend and backend teams, using separate repositories and toolsets, leading to coordination overhead and longer delivery cycles.
- Limited direct control over critical codebases and hosting assets due to vendor-managed accounts and restricted access models.
- Accumulated functional inconsistencies impacting workout tracking accuracy, session data reliability, and heart-rate synchronization.
- Release and deployment friction, including routing errors, pipeline instability, and inconsistent rollout behavior.
- Predominantly manual testing workflows, increasing regression risk and slowing validation cycles.
- Fragmented user feedback channels, making it difficult for customers to report issues through a single, structured pathway.
- Unclear ticket triage boundaries—particularly around in-scope versus out-of-scope requests—resulting in slower resolution times.
Why Bobcares
Reform RX chose Bobcares because they needed one team to manage development, infrastructure, and support. We brought clarity to a fragmented setup, unified code and pipelines, resolved long-standing issues, strengthened testing, and introduced a structured helpdesk. This gave the client stability, control, and a dependable way to move forward.
What We Delivered
Bobcares delivered an end-to-end transformation that covered code ownership, release management, platform stability, and customer support systems. The work brought engineering, QA, DevOps, and support into one aligned system that Reform RX could fully manage and scale.
- Migrated all repositories into a single Bitbucket account owned by Reform RX, centralizing code ownership.
- Standardized deployment pipelines to ensure reliable, repeatable builds across environments.
- Resolved long-standing issues across the mobile app and backend services.
- Introduced structured and scalable customer support workflows using OS Tickets.
- Implemented automated testing and improved monitoring across all environments.
- Laid the groundwork for future migration of Azure resources to a new tenant.
- Added Wi-Fi strength logging to assist with diagnosing connectivity issues.
- Built a real-time workout scoring engine to significantly enhance the user experience.
- Developed a new Apple Watch companion app to provide deeper session insights.
- Established clear escalation and communication channels using Microsoft Teams.
- Improved visibility across development, QA, release cycles, and customer support.
- Achieved zero downtime during production deployments following the migration.
- Strengthened cross-team collaboration by centralizing processes and tools.
The Results
Key Metric |
Before |
After |
| Code Ownership | Split across vendors | Fully centralized under Reform RX |
| Deployment Reliability | Frequent failures | Consistent passes with predictable releases |
| QA Effort | Mostly manual | Automation reduced workload by 60% |
| User Experience | Recurrent bugs and data issues | Accurate tracking, better feedback, and new features |
| Customer Support | Unstructured and inconsistent | Unified ticketing with a clear workflow |
| Downtime During Updates | High risk | Zero downtime post-migration |
| Release Frequency | Slow and cautious | Faster cycles with growing confidence |
The Business Impact
- A stable foundation that supports long-term scale and growth.
- Faster updates and fewer recurring bugs.
- Stronger visibility into system behavior and user issues.
- Reliable customer support with transparent ticket handling.
- A platform controlled entirely by Reform RX, not tied to vendors.
- Improved user satisfaction due to better performance and quicker responses.
What’s Next
Bobcares is now working with Reform RX to transition all Azure resources into a new tenant.
This step will provide tighter control, cleaner governance, and a foundation for future expansion.
This step will provide tighter control, cleaner governance, and a foundation for future expansion.
Where It Comes Together
Reform RX didn’t need just developers. They needed clarity, consistency, and a partner willing to rebuild their digital foundation without cutting corners. Bobcares stepped in, unified everything, fixed what was broken, and strengthened what mattered. Now the platform is stable, the team has full control, and the experience matches the vision that inspired users in the first place.
