Melbourne med-spa group — 47% fewer no-shows, +A$212k bookings
Three-clinic aesthetic group. Rebuilt intake, deposits and reminders inside the CRM; added Voice AI for after-hours; installed review + reactivation loops.
− 47%
no-show rate
+ A$212k
bookings, 90 days
4.9★
Google rating (3 locations)
The challenge
The client ran on a paper diary + a legacy booking widget with no confirmations, no deposits and no reminders. No-show rate sat around 22% — high enough to erase margin on high-cost injectable appointments. After-hours enquiries went to voicemail and were lost 4-5 days deep.
What we built
Wired the booking calendar to the CRM with deposit-required flows for injectable services.
Multi-channel reminder sequence: SMS at booking, SMS + email 48 hours before, SMS + call 2 hours before, reschedule link baked into every message.
Voice AI receptionist for after-hours calls — books, qualifies, or transcribes to inbox with sentiment tagging.
Post-appointment review request fired 4 hours after visit with sentiment gate (negative feedback intercepted, positive routed to Google).
Reactivation flow: any patient dormant 90 days gets a targeted SMS with a specific offer.
Outcome
No-shows dropped from 22% to 12% inside 90 days. New bookings attributed to the reactivation + review flows totalled A$212k. Google rating climbed from 4.6★ to 4.9★ across three locations.
Services we deployed
Never-Miss-a-Lead System
1 – 3 weeks
AI Receptionist & Chat
2 – 4 weeks
Reviews on Autopilot
1 – 2 weeks setup, then ongoing
Build duration: 3-week build + 90-day support
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