Fulfillment

Fulfillment covers everything physical between an order and a sample on the laboratory bench. That includes packing the kit, printing the labels, posting it to your customer, giving that customer instructions they can follow, and getting the sample back inside the time the analytes allow. Aniva has six collection methods, which are a venous draw, a capillary kit, an at-home kit, saliva, urine and stool, and more than 25 partner draw locations across Germany.

This part decides most of what your customer experiences, because a kit with no return label produces a support ticket and a lost sample. It also decides how much of your own team's time a launch consumes, so ask who packs, who posts and who answers the customer when a kit does not turn up.

• Ask who packs the kits and where the stock is held between orders.
• Ask which carrier is used and what the return route for the sample is.
• Ask what happens when a sample is unusable and who sends the replacement kit.
• Ask who answers the customer about a missing or damaged kit.
• Ask how a draw appointment is booked for a customer who cannot self-collect.

This is also where a supplier's geography becomes concrete, because a kit is posted inside one country and a draw needs a location near the customer. Aniva sells Diagnostics as a Service to partners across Europe while the draw network is in Germany.

In this glossary, Testkit covers the box itself, while Präanalytik covers the handling rules that decide whether a sample is usable and Home-Sampling covers collection at the customer's own address.