Operations Playbook | WellWalla COO

Order Fulfillment Workflow

Lab Test Orders

Customer Order → Payment Captured → Requisition Generated → Customer Notified (lab locations) → Patient Visits Lab → Sample Collected → Lab Processes → Results Available → Customer Notified → Results Delivered to Portal

Step	Owner	SLA
Payment → Requisition	Automated	< 1 minute
Requisition → Customer Email	Automated	< 5 minutes
Lab Visit → Results	Lab Network	1-3 business days
Results → Customer Notification	Automated	< 1 hour

Supplement Orders

Customer Order → Payment Captured → Fullscript Order Created → Fullscript Ships Direct → Customer Receives Package → Tracking Updated

Note: Supplements are drop-shipped by Fullscript. We do not handle physical inventory.

Customer Support Tiers

Tier	Issues	Response Target
Tier 1	Order status, basic questions, password reset	< 4 hours
Tier 2	Billing issues, result access problems	< 24 hours
Tier 3	Clinical questions, result interpretation	< 48 hours (escalate to CMedO)

Daily Operations Checklist

Morning (by 9 AM CST)

☐ Review overnight orders for issues
☐ Check payment failures/declines
☐ Monitor site uptime status
☐ Review support ticket queue

Afternoon

☐ Process any manual interventions needed
☐ Respond to escalated tickets
☐ Check inventory alerts (if applicable)

End of Day

☐ Verify all orders processed
☐ Check for failed automated tasks
☐ Update any pending support tickets

Escalation Matrix

Issue Type	First Escalation	Second Escalation
Site down	CTO	CEO
Payment processing failed	CFO	CEO
Customer complaint (clinical)	CMedO	Chairman
Data breach suspected	CISO	CEO + Chairman
Legal threat/complaint	CLO	CEO + Chairman

KPIs & Metrics

Metric	Target	Measurement
Order Processing Time	< 5 minutes	Payment to requisition generation
Support Response Time (Tier 1)	< 4 hours	First response, business hours
Order Accuracy	> 99.5%	Orders without errors
Customer Satisfaction	> 4.5/5	Post-order survey
Site Uptime	99.9%	Monthly availability

Tools & Systems

E-commerce: WooCommerce (order management)
Supplements: Fullscript (auto-fulfillment)
Lab Orders: TBD integration
Support: TBD ticketing system
Monitoring: Cloudflare Analytics, AWS CloudWatch
Communication: Telegram (internal), Email (customer)

⚙️ Operations Playbook