ReddyDoc · Zoho Implementation Plan

The four phases at a glance

Build the CRM record model first, wire the automation layer onto it, add the finance system, then layer service and growth. Each phase depends on the one before it.

Weeks 1–2

CRM

The Business Orchestrator — modules, catalog, the Business Order record and its 15-status lifecycle.

Weeks 3–4

Automation

The integration layer moving data between WordPress, Stripe, Beluga, PharmacyHub, carriers & Analytics — 8 flows, one broker.

Weeks 5–6

Books

Finance system of record — invoicing, revenue recognition, COGS & reconciliation, feeding Analytics.

Weeks 7–8

Serve & grow

Zoho Desk for non-clinical support tied to orders, plus the growth stack with attribution back to revenue.

Scope boundary

In scope

CRM orchestration, the integration layer, finance system of record, non-clinical support, and the growth ecosystem — all tied together by the Business Order ID.

Out of scope — do not touch

Beluga clinical workflows, PharmacyHub operations, prescriptions or HIPAA clinical records, and website application development. Test data only until go-live.

Master flow — how the phases connect

Read top to bottom. Phase 1 is the record model; Phase 2 keeps it in sync with every external system; Phase 3 records the money; Phase 4 serves the customer and grows demand.

1CRM · record

ContactProductVendor→

Business Order·15-status lifecycle→Support Case

↓ Phase 2 wires this record to every external system

2Automation

WordPress→Stripe→

Zoho Flow broker→CRMBelugaPharmacyHubCarriers

↓ paid order + Business Order ID → becomes the revenue event

3Finance

Stripe / CRM→

Zoho Books→

Analytics+ vendor bills → COGS · refunds → credit notes

↓ same order key → support context · revenue-by-channel

4Serve & grow

Zoho Desk← CRM lookup (customer + orders)·

GrowthUTM → CRM source → Books revenue → CAC / ROAS

Correlation key Business Order ID is created in CRM, carried by the automation layer, booked in Books, and shown in Desk & the growth dashboards. One key, one source of truth — every number reconciles back to the order.

Phase 1 · Weeks 1–2

CRM — the Business Orchestrator

Flow — the CRM record model

Customer

Contact

+ Account

Catalog

Product

kit purchased

Company & access

Org profile, verified domain, 4 roles + least-privilege profiles, users invited.

Modules 8 kept + 3 custom

Trim to the orchestrator set; create Business Orders, Strategic Partners, Customer Support Cases; hide unused sales modules.

Order model 13 fields · 15 statuses

Auto-number BO key, unique Stripe/Beluga/PharmacyHub IDs, tracking, colour-coded status picklist, stage dates.

Relationships

Contact / Product / Vendor → Business Order; Order → Support Case; Account → Strategic Partner.

Catalog & vendors 26 + 7

26 SKUs across 5 verticals (pricing blank), 7 vendor records as first-class lookups.

Governance, views & UAT

Validation + field security + status history; 7 ops list views; 5 dashboards + 7 KPIs; UAT on sample orders.

Phase 2 · Weeks 3–4

Automation & Integration Layer

Flow — one broker, no point-to-point links

Capture

WordPress

questionnaire

→

Payment

Stripe

payment.succeeded

→

Broker

Zoho Flow

verify · map · route

→

Record

CRM

status + next action

→

Clinical / fulfil

Beluga · Ph.Hub

case · dispense · tracking

→

Report

Analytics

nightly sync

ExampleStripe payment.succeeded→Flow: verify & map→CRM set "Payment Received"· keyed by Business Order ID · retries + exception queue

What gets built

Architecture

Canonical chain locked, one responsibility per system, Zoho Flow as the sole broker.

Integration inventory 8 flows

Each flow specified trigger→action→payload→auth; connections authenticated in test mode; Beluga↔PharmacyHub feasibility confirmed.

Events & mapping 11 events

Every lifecycle event catalogued to one trigger; canonical field map; Business Order ID as correlation key; UTC timestamps.

Resilience & security

Retries, exception queue, idempotency keys, no status regression; webhook signature validation, vaulted secrets, TLS, PHI minimised to IDs.

Phase 3 · Weeks 5–6

Record the money — Zoho Books

Flow — the money chain

Storefront

WordPress

order placed

→

Payment

Stripe

charge · fees · payouts

→

Revenue event

CRM Order

BO ID = key

→

Broker

Automation

Stripe/CRM → Books

→

System of record

Zoho Books

invoice · COGS · deferred rev

→

Report

Analytics

P&L · margin

InputsBeluga + PharmacyHub vendor bills → COGS·Desk / CRM refunds → credit notes·reconcile Stripe payout ↔ bank ↔ Books daily

What gets built

Company & accrual setup

Entity matched to CRM, accrual basis for deferred subscription revenue, bank + Stripe payout feeds, approval limits.

Items, vendors & CoA

Items mirror the catalog; healthcare-DTC chart of accounts with COGS split (consult / dispense / drug / shipping) — CPA-approved.

Integrations

Stripe payments + payout reconciliation, CRM order-to-revenue mapping, Books → Analytics — all carrying the Order ID.

Workflows, reports & controls 8 reports

Capture, refunds, daily reconciliation, month-end close; P&L, cash flow, revenue by product/channel; audit trail + sequential numbering.

Phase 4 · Weeks 7–8

Serve & grow — Desk + Growth / SEO

Flow A — support (Zoho Desk)

Channels

Email / Web

support@ · WP form

→

Support hub

Zoho Desk

7 depts · SLA · automation

→

Context

CRM lookup

customer + orders

→

Escalate

Exec escalations

breach / urgent

→

Report

Analytics

SLA · CSAT

Flow B — growth funnel & attribution loop

Acquire

Channels

SEO · email · paid

→

Convert

Landing + form

lead capture

→

Nurture

Campaigns

13 segments · 11 journeys

→

Attribute

CRM source

UTM → marketing source

→

Revenue

Books

revenue by channel

→

Measure

Dashboards

CAC · ROAS

What gets built

Desk foundation 7 depts · 12 cats

Departments with inbound channels, ticket taxonomy, 8-stage lifecycle, 4 priorities; SLA matrix with escalation.

Desk automation & KB 6 rules

Assignment, acknowledgement, escalation, CSAT, auto-close, notifications; branded Help Center; PHI / no-medical-advice guardrails.

Web, CRO & SEO

Audience landing pages with one CTA, Core Web Vitals fixes; sitemap/schema/keyword map; Search Console + Bing verified.

Segments, lifecycle & tracking 13 · 11

Dynamic CRM↔Campaigns segments, lifecycle journeys, GA4/GTM/Pixel with one UTM standard — no PHI in tags.

Deliverables & what the client provides

Each phase closes with a documentation package and a recorded walkthrough — enough for the team to run and extend the stack independently.

Phase	Handover package
1 · CRM	Configuration guide (live screenshots) · module inventory · field dictionary · role matrix · dashboard guide · workflow diagram
2 · Automation	Architecture diagram · API & webhook inventory · field mapping · sequence diagrams · error-handling matrix · test plan · deployment guide
3 · Books	Config guide · approved chart of accounts · integration & workflow diagrams · report catalog · user & admin guides
4 · Desk & Growth	Desk config · ticket workflow · SLA matrix · KB structure · marketing & SEO strategy · keyword map · tracking spec · dashboard guide

Definition of ready — what the client provides before day one

Zoho editions & seats confirmed — CRM Enterprise (custom modules / Blueprint), Books tier for approvals, Desk Professional+
Temporary admin access per app (revoked at handover) · CPA / accountant of record for Phase 3
Full 26-SKU list (name, code, category, description) · user list with roles
DNS access for the sending domain (SPF/DKIM/DMARC) · bank + Stripe access for Books
Vendor API reality check — confirm Beluga & PharmacyHub expose the APIs/webhooks the integration layer assumes
Brand assets, tone guide, and marketing tool access (WordPress, GA4, GTM, Meta)