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Iterna

Business operations platform

Operiq

Bookings, rosters, standards, feedback, commission and Malaysian statutory payroll, in one system.

Tell us your problem
Industry
Spa and wellness
Services
Product strategy, UI/UX, web application, website
Built with
React, Supabase
Status
Running in production
A phone held in both hands showing Operiq’s closing shift checklist, with laundry, wiping tablets and sweeping ticked off against the member of staff who did each one and the time they finished.
The Operiq dashboard for a spa: today’s customers, feedback received, SOP deviations and sales across the top, staff attendance showing which therapists and other staff are available or off, a panel for generating AI insights, and a daily checks summary confirming every check was compliant.
Core operational layers connected
4
Workforce, standards, customer experience and finance
Operational source of truth
1
Connecting what happens on the floor to what management sees
Running in a real business
Live

The context

One business, too many moving parts.

Bookings lived in one platform. Staff schedules were handled separately. Attendance, SOPs, customer feedback, leaderboard, commission and payroll all had their own processes.

At the end of every month, information had to be pieced together again wasting long hours. The bigger problem was not just admin. There was no single operational view connecting how the team worked, how customers experienced the service, and how the business was performing.

The challenge

The hard part of this software is not the booking screen.

  • Standards that hold up across every shift

    A procedure written in a document is not the same as a procedure being followed. SOPs had to become part of the actual workflow — assigned by role, completed during shifts, and recorded when something was missed or violated.

  • Performance based on what actually happens

    Staff performance could not rely only on sales or a manager’s opinion. Customer feedback, SOP compliance and operational behaviour all needed to contribute to a measurable performance system.

  • Payroll that understands the business

    Commission changes depending on what was sold, discounts, packages and payment rules. Overtime depends on the roster and actual attendance. Employees and freelancers follow different payroll paths, while statutory contributions still have to reconcile correctly.

Designing around the workflow

Three people, three completely different screens.

A therapist checking their day, a receptionist taking a walk-in payment and a manager approving a payroll run need different things. Each screen shows what that person needs to finish the job in front of them, and nothing else.

  • The Operiq dashboard: today’s customers, feedback, SOP deviations and sales, staff attendance, AI insights and a daily checks summary.
    A manager starting the day: who is on, what came in, what was sold, and whether the daily checks were done.
  • Operiq on a phone: a daily summary of customer feedback with an overall satisfaction bar, ratings out of five for treatment, therapist skill, friendliness, booking, receptionist, ambiance and room, and a branch performance list beneath.
    A manager reading the day’s feedback on a phone, rated by treatment, therapist and room.
  • The Operiq staff schedule for one branch across a week: a row per therapist with each day marked opening, closing or off and their overtime order, and above each day the count of openings, closings and staff off, with the overtime call order by name.
    A manager planning the week: who opens, who closes, who is off, and who gets called first for overtime.
  • The Operiq payroll page: staff in payroll, total net pay, employer cost and periods pending approval across the top, and a list of monthly payroll periods beneath, the current one in draft and the earlier two finalised with the date they were locked.
    An admin closing the month: generating payroll for the period, then locking it once it is approved.
  • Operiq on a phone: a therapist’s week, with a guide to their overtime priority, a notice of which colleague is on leave, and each day listed as off, closing or opening with its hours and overtime number.
    A therapist checking their week on a phone: shifts, hours and where they stand for overtime.

What we built

One system, end to end.

Bookings, workforce planning, attendance, SOP compliance, customer feedback, performance incentives, commission, payroll and statutory submissions — connected within one operating system.

  • Overtime from the real shift

    Overtime is calculated from the roster and attendance record together, rather than simply using clock-out time. Break rules, roles, branches and company policies determine the final calculation automatically.

  • Rosters that start from coverage

    Scheduling begins with the number and type of staff a branch actually needs. Instead of building a roster first and discovering gaps later, managers can plan around real operational coverage.

  • Points that reward better service

    Staff earn points from signals that matter — including real customer feedback and SOP compliance. Those points feed into a leaderboard, turning service quality into visible progress, recognition and friendly competition.

  • SOPs that become part of the shift

    Checklists are assigned according to role and responsibility, so every team member works from the same operating standard. Missed steps and SOP violations are logged against the employee and shift, making recurring issues easier to identify.

  • Feedback that shows where to improve

    Customer feedback is captured inside the system and connected to the relevant branch and service experience. Instead of disappearing into WhatsApp messages or reviews, feedback becomes operational data that management can use to track improvements over time.

  • Commission and payroll from the same data

    Sales, discounts, packages, attendance and commission rules flow into payroll without being reconstructed manually. Full-time employees and freelancers can follow separate calculation paths while still being managed within the same system.

Statutory files that actually pass

EPF, SOCSO, EIS and PCB exports have to meet exact submission requirements — including fixed-width records, zero-padded fields, line endings and reconciliation totals. Operiq generates the files from the same payroll data instead of requiring another manual process.

The result

What changed.

One system that runs the schedule, holds the standard across branches, and calculates commission, overtime and Malaysian statutory payroll — including the export files the government portals accept.

5 mins
To close monthly payroll — down from 3 days
< 1 min
To build the weekly roster — down from 1 hour
Instant
Feedback reporting — down from a few days of gathering

Why this project represents Iterna

Start with how the business actually works.

Understand where information moves and where it stops. Find what’s being repeated by hand. Then build the system around the workflow.

And finish the last twenty per cent — the part a payroll officer, an auditor or a regulator has to accept — because that’s where software projects quietly fail.

How we build custom business softwareWhy we started IternaWhat we build for spas and salons

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