CX & Partnerships Weekly Update

At a glance

$70k

Retained + incremental revenue

$-1187187 vs Q2

Target $950k–1.05M

86.5%

Response time SLA

Target 80–85%

$56k

Retained revenue

$-937723 vs Q2

$14k

Sales gross revenue

Target $300–350k

3.1%

Lead to close

Target 1.6–1.75%

N/A

CV Meds spent %

Target 65%

54.4%

First rebill

Target 75%

32.4%

Second rebill

Target 50%

90.3%

Shipping SLA %

Target 75%

15.5%

Cohort refund rate

Target ≤15%

4.46

Blended reputation

Target 4.5–4.6 · 192 reviews

N/A

Total cost per contact

COGS + S&M ÷ contacts QTD

$1.5k

Revenue per contact

Q3 QTD revenue ÷ total contacts Q3 QTD

$10k

Revenue per FH FTE

Run-rate (QTD rev ÷ days × 90) ÷ 7 FTEs · Target $172k/qtr

Detail

Area	Metric	Q3 QTD	Q2 Final
Sales	Gross revenue	$14k	$264k
Sales	Lead to close	3.1%	1.6%
Retention	Retained revenue	$56k	$994k
Retention	First rebill	54.4%	41.3%
Partnerships	CV Meds spent %	N/A	N/A
Partnerships	Alto SLA	90.3%	71.3%
Customer service	Cohort refund	15.5%	25.6%
Customer service	Cohort voided	20.5%	14.1%
Customer service	Response SLA	86.5%	85.6%
Customer service	Blended reputation	4.46	4.37

Initiative highlights v2

The team is off to a fast Q3 start. Sales is deploying a new checkout link generator by 7/8 — eliminating the manual Google Sheet dependency — while Phase 2 of the aged leads process (7-day window) goes live next week. Retention is expanding cross-training to all Tier 1 CCR agents with the full retention methodology. On partnerships, the Amazon Pharmacy Finance meeting is complete and FH moves to contract negotiations, with Functional Requirements scoped for the 7/15 Product meeting.

Heroes

$14k

Gross revenue QTD

Target $300–350k

3.1%

Lead to close

Target 1.6–1.75%

410.7%

Coverage rate

Target 100%

1.8%

Contact rate

Target 6–8%

N/A

S&M cost per contact

S&M spend ÷ contacts QTD

Initiative updates

Checkout Link Generator Rolling Out 7/8

New checkout link generator deploys to the full team by Wednesday 7/8. This unblocks live handling of automatically assigned leads without the need for a manual Google Sheet download.

Rae Sykes · Jul 7

Aged Leads Phase 1 Live, Phase 2 Next Week

Phase 1 of the aged leads process (leads ≤7 days) is now live. Phase 2 rollout is on track for next week.

Josh Wagner · Jul 7

Workflow Optimization: Meds & Plans Integration

Integrating medication and plan offerings into the current sales flow to improve conversion and coverage.

Josh Wagner · Jul 7

Zendesk Sales Tracking Enhancement

Collaborating with Operations to enhance sales tracking capabilities in Zendesk for better pipeline visibility.

Josh Wagner · Jul 7

Detail metrics

Metric	Q3 QTD	Q2	Target
Gross revenue	$14k	$264k	$300–350k
Lead to close	3.1%	1.6%	1.6–1.75%
Coverage rate	410.7%	121.1%	100%
Conversion rate	43.0%	26.0%	27–29%
Contact rate	1.8%	5.0%	6–8%
AOV	$327	$261	—

Monthly revenue (2026 YTD)

Gross Revenue — monthly waterfall ($k) * Jul partial (Q3 QTD)

Weekly trends (YTD)

Gross Revenue ($k)

Lead to Close (%)

Contact Rate (%)

Outreach timing & contact types

How We Follow Up: Outreach Timing & Contact Types

Every lead moves through five timed stages of outbound contact — and can reach us directly at any point along the way

STAGE 1

Day 1

PRE SMS

▼

CALL

▼

POST SMS

▼

4 touches

Opening & discovery, plus
email to purchase now

STAGE 2

Days 3–7

CALL

▼

SMS

2 touches

Pivot to program value
(nutrition, fitness, clinician access)

STAGE 3

Days 10–14

VOICEMAIL

▼

SMS

2 touches

Re-spark the prospect's
personal health goals

STAGE 4

Days 15–21

VOICEMAIL

▼

SMS

2 touches

Low-pressure check-in,
acknowledging the time gap

STAGE 5

Day 22+

SMS

1 touch

Permission-to-close:
respectful sign-off

prospect can respond, call, or self-schedule at any of these points

REACHABLE THE ENTIRE TIME

The post-lead PDF and every transactional email include a schedule-a-call link and our sales phone number — so a prospect can book time or call in on their own schedule, independent of where they sit in the stages above.
As part of Stage 1, we also send every customer a distinct purchase link for 3-month bundles, giving them a direct path to buy without waiting for a call.

SCHEDULE-A-CALL LINK

SALES PHONE NUMBER

3-MONTH BUNDLE PURCHASE LINK (STAGE 1)

FuturHealth · Sales & Lead Strategy Overview · 2026

Heroes

$56k

Retained revenue QTD

$-937723 vs Q2

54.4%

First rebill retention

Target 75%

32.4%

Second rebill

Target 50%

N/A

Save %

Saved ÷ Cancel-reason tickets

N/A

S&M cost per contact

S&M spend ÷ contacts QTD

Initiative updates

Tier 1 CCR Cross-Training on Retention

All Tier 1 agents will be cross-trained on the specialized retention methodology, expanding the team's toolbox to improve retention rates.

Rae Sykes · Jul 7

Detail metrics

Metric	Q3 QTD	Q2	Target
Retained revenue	$56k	$994k	$650–700k
Customers saved	11	523	—
Avg revenue per save	$5k	$2k	—
Save %	N/A	N/A	Evolving
↳ Cancel-reason tickets QTD	N/A	—	—
First rebill retention	54.4%	41.3%	55%
Second rebill retention	32.4%	20.3%	50%

Recurring revenue waterfall — by save cohort

Each row is a cohort of customers saved in that month. Each column is a billing month. Values show estimated revenue collected in that period, distributed proportionally across each billing date. Blue columns = Q2 2026.

Save Cohort	Oct '24	Nov '24	Dec '24	Jan '25	Feb '25	Mar '25	Apr '25	May '25	Jun '25	Jul '25	Aug '25	Sep '25	Oct '25	Nov '25	Dec '25	Jan '26	Feb '26	Mar '26	Apr '26	May '26	Jun '26	Jul '26
Oct '24	$69k	$75k	$57k	$49k	$44k	$34k	$31k	$28k	$27k	$25k	$21k	$18k	$17k	$14k	$16k	$12k	$10k	$9k	$8k	$9k	$8k	$1k
Nov '24		$132k	$112k	$94k	$78k	$71k	$54k	$53k	$44k	$39k	$34k	$34k	$28k	$25k	$21k	$20k	$16k	$15k	$13k	$12k	$10k	$4k
Dec '24			$87k	$84k	$64k	$52k	$42k	$31k	$27k	$23k	$22k	$20k	$18k	$16k	$16k	$13k	$9k	$8k	$8k	$7k	$6k	$1k
Jan '25				$104k	$94k	$74k	$58k	$46k	$42k	$34k	$32k	$28k	$24k	$23k	$20k	$22k	$16k	$15k	$14k	$12k	$11k	$4k
Feb '25					$80k	$85k	$72k	$59k	$47k	$39k	$34k	$29k	$27k	$25k	$21k	$19k	$16k	$14k	$11k	$9k	$9k	$1k
Mar '25						$86k	$96k	$82k	$66k	$57k	$49k	$44k	$38k	$33k	$29k	$27k	$22k	$23k	$17k	$15k	$16k	$2k
Apr '25							$81k	$84k	$67k	$54k	$48k	$37k	$29k	$25k	$24k	$19k	$16k	$15k	$13k	$10k	$8k	$1k
May '25								$68k	$71k	$62k	$46k	$37k	$34k	$28k	$23k	$22k	$19k	$17k	$13k	$10k	$8k	$2k
Jun '25									$55k	$74k	$60k	$48k	$38k	$33k	$25k	$20k	$18k	$15k	$13k	$13k	$10k	$3k
Jul '25										$100k	$130k	$100k	$86k	$70k	$55k	$44k	$35k	$31k	$28k	$23k	$21k	$5k
Aug '25											$111k	$151k	$119k	$93k	$74k	$50k	$40k	$37k	$29k	$25k	$23k	$4k
Sep '25												$91k	$102k	$83k	$67k	$52k	$38k	$28k	$27k	$25k	$21k	$3k
Oct '25													$59k	$64k	$60k	$43k	$37k	$29k	$26k	$20k	$17k	$3k
Nov '25														$37k	$50k	$48k	$34k	$30k	$28k	$21k	$17k	$3k
Dec '25															$24k	$28k	$24k	$20k	$17k	$14k	$15k	$2k
Jan '26																$22k	$31k	$28k	$24k	$23k	$19k	$4k
Feb '26																	$22k	$40k	$36k	$28k	$21k	$6k
Mar '26																		$19k	$29k	$22k	$18k	$2k
Apr '26																			$21k	$22k	$18k	$3k
May '26																				$7k	$13k	$3k
Jun '26																					$5k	$2k
Jul '26
Total	$69k	$207k	$256k	$331k	$360k	$401k	$435k	$450k	$446k	$506k	$587k	$637k	$621k	$571k	$525k	$461k	$405k	$391k	$374k	$326k	$293k	$56k

Low revenue High revenue Before save date

Heroes

N/A

CV Meds spent %

Target 65%

90.3%

Shipping SLA %

Target 75%

53.7%

Meds Shipped %

Target 95%

N/A

Meds Delivered %

Target 90%

Initiative updates

Amazon Pharmacy Contract Negotiations Advancing

AMZ Pharmacy Finance meeting completed. FH to provide additional documentation to initiate contract negotiations; Functional Requirements will be scoped in the Product meeting on 7/15.

Emily McCurdy · Jul 7

Weekly trends

CV Meds spent % (weekly, CareValidate)

First rebill % by MSO (weekly, mature cohorts)

Second rebill % by MSO (weekly, mature cohorts)

Alto pharmacy shipped % (by cohort week, ≤5 days)

Alto pharmacy delivered % (by cohort week, ≤7 days)

Detail metrics

MSO / Area	Metric	Q3 QTD	Q2	Target
CAREVALIDATE
CareValidate	Meds spent	N/A	N/A	65–70%
	Account creation	N/A	N/A	95%+
	First rebill	56.5%	N/A	55%
	Cohort refund	12.8%	11.4%	≤15%
	Cohort voided	20.9%	20.5%	≤16%
	BBB complaints	0	1	—
OPENLOOP
OpenLoop	Meds spent	N/A	N/A	65–70%
	Account creation	N/A	N/A	95%+
	First rebill	59.8%	54.6%	55%
	Cohort refund	22.4%	23.0%	≤15%
	Cohort voided	13.4%	15.1%	≤16%
	BBB complaints	0	14	—
STEADYMD
SteadyMD	First rebill	48.6%	40.0%	55%
	Cohort refund	18.2%	—	≤15%
	Cohort voided	22.1%	—	≤16%
	BBB complaints	0	1	—
ALTO PHARMACY
Alto pharmacy	Shipping SLA % (≤3 days)	90.3%	71.3%	75%
	Meds Shipped % (≤5 days)	53.7%	97.1%	95%
	Meds Delivered % (≤7 days)	N/A	87.2%	90%
	By medication (SLA)			75%
	Wegovy Oral (small n)	90.0%	N/A	75%
	Wegovy Injectable (small n)	100.0%	N/A	75%

Heroes

N/A

COGS per contact

COGS spend ÷ contacts QTD

90.5%

Phone SLA

Target 80–85%

90.2%

Chat SLA

Target 80–85%

43.4%

Email SLA

Target 80–85%

15.5%

Cohort refund

Target ≤15%

20.5%

Cohort voided

Target ≤16%

4.46

Blended reputation

4.5–4.6 range

Initiative updates

Account Management Tool Entering UAT

New customer account management tool entering UAT with Intouch once the Sales Tool rollout is complete. Successful UAT leads to a full team rollout replacing Retool for all FH+ customer support.

Rae Sykes · Jul 7

Metrics

Queue / Source	Metric	Q3 QTD	Q2	Target
VOLUME
Total contacts QTD		48	—	—
↳ Cancel-reason tickets QTD		N/A	—	—
Voice AI self-service rate		11.8%	12.2%	12–16%
BBB complaints QTD		0	16	—
CCR QUEUE
CCR	Phone SLA	90.5%	89.8%	80–85%
CCR	Chat SLA	90.2%	92.9%	80–85%
CCR	Email SLA	43.4%	75.9%	80–85%
CCR	Phone AHT	8.3 min	8.8 min	≤10 min
CCR	Chat AHT	13.1 min	39.5 min	≤30 min
CRA QUEUE
CRA	Phone SLA	92.1%	95.1%	80–85%
CRA	Chat SLA	89.8%	87.2%	80–85%
CRA	Email SLA	100.0%	98.3%	80–85%
CRA	Phone AHT	8.2 min	9.6 min	≤10 min
CRA	Chat AHT	N/A	36.4 min	≤30 min
REPUTATION
Blended (TP + FH+ App) (192 reviews)		4.46	4.37	4.5–4.6
Trustpilot (51 reviews)		4.24	4.41	—
FH+ Apple App Store (129 reviews)		4.62	4.13	—
FH+ Google Play Store (12 reviews)		3.67	4.00	—
Legacy Apple (deprecated) (56 reviews)		4.27	4.54	—
Legacy Google (deprecated) (6 reviews)		2.33	3.43	—