The Problem
Each patient onboarding required:
- Manual order placement in fulfillment for starter kits
- Manual upselling of products during or after consultations
- Spreadsheet-based tracking for subscriptions, renewals, cancellations, and invoicing
Additionally:
- The practice managed multiple wellness products
- Many products followed a subscription-based model
- Inventory, fulfillment, and billing were disconnected from the CRM
This created:
- High administrative overhead
- Increased risk of errors
- Poor scalability as patient volume grew
- Too much time was spent managing systems instead of patient care.
Constraints
The solution needed to:
- Integrate cleanly with the existing CRM and sales workflows
- Support subscriptions, recurring billing, and cancellations
- Sync inventory and automate shipping with existing fulfillment partner
- Separate member-only pricing from public purchases
- Remain simple enough for non-technical staff to manage
- Reliability and automation were non-negotiable.
Our Approach
We proposed consolidating onboarding, commerce, subscriptions, and fulfillment into a single, connected system — without disrupting existing sales operations.
The strategy focused on:
- Removing manual steps from patient onboarding
- Centralizing product sales and subscriptions
- Keeping the CRM as the single source of truth for the patient journey
What We Delivered
We designed and implemented a custom WooCommerce-based dispensary system, tightly integrated with existing tools.
Key components included:
- A custom WooCommerce store for patient product purchases
- Seamless sync with CRM, ensuring patient data and journey remained unified
- Automated onboarding workflows triggered after consultations
- A members-only store with exclusive pricing for subscribed patients
- Subscription management with Stripe, including renewals and cancellations
- Inventory and shipment syncing with fulfillment partner.
- Extended analytics for cart abandonment and purchase behavior
- Branded transactional and subscription emails aligned with the practice’s identity
- All systems were designed to operate quietly in the background with minimal staff intervention.
Outcome
The new system eliminated multiple manual workflows and significantly reduced administrative load.
Key results included:
- Automated patient onboarding and kit fulfillment
- Centralized management of products, subscriptions, and billing
- Reduced dependency on spreadsheets and manual tracking
- Improved patient experience through seamless purchasing and subscriptions
- Staff time reclaimed for higher-value patient interactions
- The practice gained a scalable, reliable system that could grow without adding operational strain.
The Situation
Dr. Phyllis was running a well-structured CRM and consultation flow using GoHighLevel (GHL), supported by a sales team. However, once a patient completed a consultation, the operational workload increased significantly.
Key post-consultation processes were manual, fragmented, and resource-intensive.
Why This Worked
- Respecting existing CRM and sales workflows instead of replacing them
- Designing commerce and subscriptions around real operational needs
- Treating fulfillment and inventory as critical systems, not add-ons
- Clear ownership across integrations and data flow
Engagement Model
Scoped Project
Focus
WooCommerce, CRM Automation, Subscriptions
Client
GeneLean360, Canada
Facing a Similar Situation?
If your practice relies on subscriptions, onboarding workflows, or operational systems that don’t scale cleanly, a technical review can help clarify next steps.
No obligation. We’ll identify risks and priorities — even if we don’t work together.