FIKA Infusion + Wellness × Pabau
Four locations. Two systems.
One platform, one phase at a time.
IV therapy and wellness across four Utah locations, with memberships, a points program, mobile visits and a growing telehealth practice, currently split between Vagaro for the front of house and Optimantra for the clinical side. This document maps what Trevor and Mia raised with Martin on the demo call to specific Pabau capabilities, and sets out a phased rollout: start with telehealth, prove it, then replace both systems location by location.
Ideally we have one system that is for in location and telehealth.
FIKA Infusion + Wellness
Six years on Vagaro. Every fix a trade-off.
Vagaro runs the front of house, Optimantra runs the clinical side
Point of sale, scheduling and marketing live in one system; charting and telehealth in another. Nothing is broken enough to force a change, but as Trevor put it, “it does everything, but nothing is like special or wonderful about it.”
Loyal members treated like strangers at their second location
When the second location opened, forms stopped transferring and guest history went missing. A member walks into another FIKA site and hears “welcome for the first time.” In Trevor’s words: “we kind of had egg on our face saying, who are you?”
Links fire immediately, guests dig through messages to join
Optimantra sends the telehealth link the moment it’s created rather than at the scheduled time, so guests have to hunt for it later. Mia needs video consults she can schedule properly, chart inside, and run without workarounds.
The wider team can’t see scheduling or visits
Optimantra is viewable by practitioners only. Managers and front desk can’t see the telehealth schedule, so coordination happens outside the system.
No CRM prompts, so warm guests slip through
When a guest calls but doesn’t book, nothing tells anyone to follow up tomorrow. There’s no open API to build around it, and the sales side of the business has no system support at all.
IV add-ins, referrals, mobile visits, memberships, all in spreadsheets
Nurse commissions on nutrient add-ins, practitioner referrals, mobile visits, membership and package sales: all calculated externally. Hourly pay too. Real work, tracked nowhere near the systems that generate it.
Every trade-off compounds. A pilot removes the risk.
The sync problem grows with you
Four locations already stretch Vagaro past what it handles. Every new guest who visits a second site is another chance for the “who are you?” moment, and another hit to the membership experience FIKA is built on.
Telehealth is the growth lane
Three practitioners are ready to deliver virtual care, and Mia already sees the difference: proper scheduled video consults, AI charting, ICD-10, labs and e-prescribing in one place. Telehealth is where Pabau can prove itself first, without touching daily operations.
Warm guests are leaking today
Every unbooked call with no follow-up prompt is revenue walking out the door. Automated tasks, assigned to whoever is on shift, turn “someone should call them back” into a system that does it every time.
A pilot means no leap of faith
Trevor said it directly: “I just want to make sure that we aren’t trading for different problems.” The phased plan answers that. Telehealth goes live first on 5 users; Vagaro and Optimantra stay untouched until the build is proven end to end.
One operating system. CRM and EMR, finally together.
Pabau becomes the single system for FIKA: booking, charting, telehealth, memberships, points, payments, marketing and reporting on one guest record across all four locations. The rollout starts with telehealth for Mia and the practitioner team, then replaces Vagaro and Optimantra location by location.
| What you raised | How delivers it |
|---|---|
| One guest record across all four locations | Multi-location calendars with per-site roles and visibility. Forms, history, memberships and points follow the guest to every FIKA site. One login, every location. |
| Telehealth that works for Mia and the guest | Built-in video consults scheduled to a time, not fired on creation. Guests join through the patient portal; the practitioner admits them, so no one enters an empty room. Multiple staff can join the same consult. |
| AI charting, ICD-10, labs and e-prescribing | Inbuilt AI transcribes the consult and drafts the note your way: transcription, dictation or smart summary. ICD-10 codes built in. DoseSpot covers 99% of US e-pharmacies; Labcorp and Quest available for lab requests and PDF results. |
| CRM and EMR in one system | Lead pipeline with Kanban view, automated tasks and follow-up sequences on the same platform as the clinical record. No third-party stitching, and an open API when you want one. |
| Follow-up that doesn’t depend on memory | Workflows: guest calls but doesn’t book, and a task fires to whoever you assign, with call, SMS and email steps, delays and branches. Built with you during onboarding. |
| Access for the whole team, not just practitioners | Roles, teams and per-feature permissions. Front desk and managers see scheduling and visits; you decide who sees what, down to sensitive data. |
| Commissions tracked where the work happens | Team reports calculate commissions on services, add-ins, memberships and packages by staff member, period and location, one click to the detail. Attribution to the person who scheduled is a workflow customization we spec together during onboarding. |
| Keep the points program guests love | Loyalty points, your “monopoly money,” carried across locations. Earn by spend through campaigns or adjust manually, and guests see and spend them in the patient portal. |
| Deposits and no-show protection | Per-service deposits and card on file through Stripe, with automated no-show and late-cancellation charging on the policy window you set. Both can run at once. |
| Booking that routes guests to the right location | Online booking by location, provider, room or seat, with multiple appointments in one checkout and add-on upsells at the point of booking. |
| Stock, kits and supplier ordering | Product costs, quantities and suppliers in one place, with purchase orders raised from Pabau and auto-consumption deducting stock per IV delivered. |
| Two-way texting from your FIKA numbers | Today, messages send from your number and replies land on your phone; a shared two-way inbox inside Pabau is expected in early September, confirmed with you before go-live. |
Insurance billing is not part of Pabau, and not part of FIKA’s model. Scheduler-tied commission attribution is contemplated as an onboarding customization, not current out-of-the-box scope.
Transparent pricing. Start at a fraction, grow into the whole.
- •Enterprise user: $70 / month each at the standard rate.
- •Rollout rate: $63 / month per user from Phase 2, applied to every seat including the original pilot users. Expanding makes every seat cheaper.
- •Care Plus (unlimited telehealth): $263 / month at the 50% pilot rate during Phase 1, then $526 / month from Phase 2.
- •Dedicated Account Manager: $299 / month, joining at Phase 2 to lead the first location migration.
- •Marketing Plus: $440 / month, joining at Phase 3 when the full guest base is in one system.
- •One-off setup: $3,500 total, phased. $1,000 on signature, $2,500 when Phase 2 begins. Paid once, never repeated per location.
- •Commitment: a fixed term that locks the rollout rate, or a monthly rolling subscription after Phase 1 go-live.
All figures in US dollars and proposals for discussion. The rollout rate holds as long as the rollout completes by the agreed date.
Three phases. Telehealth first.
Go live on 5 users · $613 / month
Mia and the practitioner team run scheduled video consults with AI charting, ICD-10, labs and e-prescribing, at half-price Care Plus for the 10-week pilot. Vagaro and Optimantra stay untouched while the build proves itself.
Booking and EMR replace Vagaro and Optimantra at one site
The rollout rate of $63 kicks in across every seat, your Dedicated Account Manager joins to lead the migration, and the first location moves onto one system end to end. User count confirmed together at Phase 2 planning.
Full group on 60 users · $5,045 / month
The remaining locations come live, Marketing Plus switches on, and every guest, membership and point sits on one record across all four FIKA sites.
Go-Live Checklist sign-off, or the backstop date
Each phase advances, and the monthly cost steps up, on the earlier of a joint Go-Live Checklist sign-off or the agreed backstop date, so the rollout can’t stall. Unlimited telehealth support runs from Phase 1.
How we confirm telehealth is ready.
Phase 1 has a Go-Live Checklist we complete together: a shared readiness check that the build supports the way Mia and the team actually work before the rollout touches booking or in-location operations. Both parties sign off, and that sign-off (or the backstop date) advances the rollout to the first full location.
Configured to your workflow
Your team can operate it
It performs in your environment
Ready when you are.
If this looks right, we’ll confirm the Phase 2 location and user count, the phase durations and backstop dates, and the commitment basis, then move it into a final agreement. The order form is ready to complete whenever you are, Trevor.