Operations
Pharmacy Marketplace
Pharmacy Marketplace was scaling fast, but onboarding and customer success were still entirely manual. KoldOps automated the operational backbone so the team could focus on growth instead of process.
The Problem
Growth was outpacing the team's ability to onboard.
Every new pharmacy joining the marketplace required a manual onboarding sequence — emails, document collection, system setup, and follow-up. Customer success was reactive: issues only surfaced when someone complained. The team was spending more time on operational process than on the relationships that actually drive retention. With each new client, the manual burden grew linearly — a model that doesn't scale.
What We Built
Automated onboarding and proactive customer success.
01 Multi-step onboarding automation triggered by new client signup
02 Automated document collection and validation workflow
03 System provisioning and configuration without manual intervention
04 Proactive customer health monitoring with automated check-ins
05 Escalation workflows that surface at-risk accounts before churn
06 Wholesaler follow-up email automation for order fulfillment
Timeline 5 weeks from scoping to production
Results
90% onboarding
automated
3x faster client
activation
0 manual follow-ups
required
We onboard three times more clients with the same team. That's not optimization — that's a different business.
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