A Wellness Clinic That Never Misses a Booking Again

Overview

Lumina Wellness Clinic was losing revenue to no-shows, missed enquiries, and a chaotic new patient process. The front desk was overwhelmed managing bookings, questions, and onboarding admin simultaneously across their growing patient base.

Challenge

New patient enquiries came in through the website, Instagram, and phone simultaneously. Each was handled manually by a single receptionist already stretched across bookings and admin. No-show rates sat at 22% due to an inconsistent and unreliable reminder process.

Solution

An AI chatbot was deployed across the clinic's website and Instagram to answer patient questions, capture details, and book appointments directly into the calendar without receptionist involvement. Client onboarding automation triggered intake forms and pre-appointment instructions the moment a booking was confirmed. CRM automation managed the reminder sequence, sending confirmations, 48-hour reminders, and same-day messages automatically.

Impact

No-show rate dropped from 22% to 6% within the first month. The receptionist recovered 25 hours a week from manual enquiry and booking admin. New patient satisfaction scores increased by 3x following the automated onboarding improvements.