- Client
- Kept anonymous under a standing confidentiality rule; reference available under NDA
- Sector
- Appointment-driven consumer health
- Services
- Intake, follow-up and booking automation
- Timeline
- 60 days from kickoff to the new run rate
- Comparable to
- An appointment-driven public service (clinics, recreation, permits)
Context
The client operates appointment-driven consumer health services under a national brand. Revenue follows booked-and-kept appointments, the same dynamic as an appointment-driven public service: a clinic, a recreation program, a permit counter. Demand only counts if it turns into a scheduled, attended visit.
The challenge
Intake, follow-up and booking ran as three disconnected, manual processes. Enquiries went unanswered outside desk hours, follow-up depended on staff memory, and collected revenue lagged well behind the demand the brand was generating. The brief: connect the three into one automated path from first enquiry to booked appointment.
What we built
A 60-day rebuild of the path from enquiry to appointment.
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Intake rebuild
Every enquiry, from every channel, lands in one intake queue with the details staff need to act, instead of scattering across inboxes and voicemail.
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Automated follow-up
Timed follow-up sequences work every enquiry until it books or closes out, so no one waits on a free hand at the front desk.
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Booking automation
Booking connected directly to the follow-up flow: when a client is ready, the appointment is offered and confirmed in the same thread, and the schedule fills itself.
Results
No screenshots or client identifiers are published for this engagement: the anonymity is part of the agreement, and we keep it. The engagement, the numbers and a reference are available under NDA.
The offers this maps to
The same capabilities, scoped and priced for public-sector files.
Running an appointment-driven service?
We will walk you through the intake and booking rebuild. The reference is available under NDA.