Goal: Increase conversion rates, reduce commissions for repeat clients, control staff workload (process monitoring), task automation, and transparent analytics.
Client’s request: We were tasked with a comprehensive project to boost conversion and automate processes through CRM implementation.
Automate appointment scheduling, procedure reminders, and customer promotions while improving sales and marketing oversight.
Solve issues like lead loss, ineffective promotions, and lack of analytics. Implement online bookings for repeat clients without Booksy commissions, retain automated event reminders, and visualize sales funnel analytics.
Initial data
Before starting the conversion and automation project, we only had clients’ Gmail addresses and phone numbers. Previously, no customer database tracking or analysis existed. The owners of EMBEAUTY CLINIC had no understanding of service/payment workflows or CRM-based accounting integration.
Solutions
After analyzing the situation, we proposed optimal solutions for automating clinic bookings, sales control, and marketing campaigns.
Implemented Pipedrive CRM from scratch for sales management, task automation, and staff workload analysis by time/weekdays.
New metrics like “Lead source,” “Client interest,” and “Client feedback” were introduced. Automated thank-you emails, procedure reminders, and contact cards (linked to services after the first call) are now generated, with tasks assigned to managers automatically.
As a result, conversion increased from 27% to 38%, the average ticket size grew by 32%, and the average visits per client rose from 2.4 to 3.6 (LTV metric).
Deployed the SimplyBook online booking system, structuring procedures and staff selection.
The platform lets clients book services at their convenience, with all data synced to Pipedrive.
Integrated SimplyBook and Pipedrive via Make.com.
Trained clinic staff to use the platforms for client management.
Scaling for two new technicians (including their procedures) took 1 day.
Results
A fully integrated system for four EMBEAUTY CLINIC technicians now streamlines staff scheduling, reporting, and bookings. Repeat clients use SimplyBook commission-free. Monthly SimplyBook cost: €30.
Pipedrive implementation took 2 weeks; SimplyBook integration via Make — 3 weeks. Automated reports became available 3 weeks post-CRM launch. The main challenge was aligning the owners’ website design expectations with SimplyBook’s limitations. Scaling for new staff takes hours, with data synced from their first day.
Ongoing collaboration with EMBEAUTY CLINIC includes minor updates, image replacements, and system checks (e.g., if Make.com payments are delayed).
If you work in aesthetic medicine and struggle with manual client management, Frigat’s team will resolve it quickly and effectively.
