How did a rapidly growing Laser Treatment Center manage to supercharge its customer service, increase revenue, and reduce appointment scheduling times by  50%? By incorporating efficiency… and a bit of SUMO magic. 

THE CHALLENGE:

With its previous appointment scheduling tool experiencing several system shutdowns that lasted anywhere from hours to days, the Laser Treatment Center’s staff was left with no access to customer data, and thus lost out on future appointments from new (or returning) clients. 

The unreliability of the previously employed system, coupled with the lost potential revenue from new bookings left the Laser Treatment Center in need of a new solution… and fast. 

THE OBJECTIVE:

Performing over 50,000 laser pulses every day, the Laser Treatment Center processed a substantial number of appointments for its sought-after services.

Therefore, prioritizing efficiency was paramount, along with addressing the following requests:

• A detailed, multi-location view of appointment data
• Multi-platform scheduling ability (including social media & emails)
• A reliable, round-the-clock system shielded from crashes & bugs
• Automated follow-ups with clients for renewed bookings
• Customizable reporting metrics for in-depth data analysis

THE SOLUTION:

SUMO’s specialists concentrated on reliability & sustained usage when designing
a modern, Salesforce-native platform tailored to efficiently handle large appointment volumes.

The employees/specialists no longer need to look for appointment availability by location, instead receiving automated emails and calendar support through a simplified and highly efficient process.

Secondly, SUMO’s customized platform provided the Multi-Location Calendar,
a bird’s-eye-view of all appointment openings and staff availability across multiple locations.

Not only was the platform engineered to operate for extended durations without encountering issues, the clinic employees were now quickly able to schedule an appointment once a request came into Salesforce from multiple contact channels.

Lastly, by utilizing SUMO’s Report Builder, the client gained access to a customized reporting and analytics dashboard with accurate, up-to-date data, allowing the Laser Treatment Center to plan future expansion and growth strategies. 

THE RESULT:

Following the adoption of SUMO Scheduler, the Laser Treatment Center has witnessed a remarkable 50% decrease in appointment scheduling times.

The clinic employees no longer struggle to find availability through complex and cumbersome excel sheets; instead, the modernized platform now offers a transparent, across-the-board of appointment openings & staff availability across its 10+ locations.

Furthermore, the Laser Treatment Center is able to:

• confirm inbound appointments across multiple channels
• utilize a reliable, 24/7 system shielded from crashes and bugs
• access client history to provide a well-organized treatment plan
• maximize output without the burden of crashes or data-loss

THE FUTURE: 

The Laser Treatment Center has prioritized efficiency through a renewed process of appointment scheduling and customer experience with the help of SUMO’s platform.

The Treatment Center continues to grow and expand its services to more locations across the United States, bringing with it professional services, high-caliber quality… and a laser-like efficiency.

Here’s how bespoke reporting solutions led to a popular chain of Wellness Clinics achieving a 75% increase in efficiency for scheduling-related activities. 

THE CHALLENGE:

With its entire business model revolving around client management, the company’s individual client progress reports were updated through manual calculations, which was laborious and time-consuming for the specialists juggling multiple hats.

Furthermore, classified client data and sensitive notes were haphazardly jotted down on archaic systems, leading to muddled results and a serious potential of data breach.

THE OBJECTIVE:

Recognizing the inefficiencies inherent in these processes, the CEO aimed to streamline operations, particularly in reclaiming valuable time spent on appointment scheduling in order to:

• Measure weight loss metrics accurately
• Graph metrics on a modern, intuitive interface
• Track key file requirements, such as physician approval(s)
• Prioritize individual client experiences
• Cut down on additional employee workload
• Enhance overall management efficiency

THE SOLUTION:

After a search on the Salesforce AppExchange, the CEO chose to move his scheduling operations to SUMO Scheduler. 

First and foremost, SUMO focused on increasing functionality with a custom-built Weight Loss Progress Reporting System that helped the clinics address the issue of recording and managing sensitive client data.

Furthermore, the implementation of  SUMO’s Scheduler allowed the clinic to upgrade its internal business processes centered around patient and coach scheduling, thus prioritizing efficiency in registrations & follow-ups.

Lastly, SUMO designed and deployed custom solutions for the wellness centers that allowed them to track patients progress with key metrics, generate routine progress reports with accurate data, and allowed health professionals to focus on their core objectives, without the extra… burden. 

IMPLEMENT: The chains implemented SUMO Scheduler to upgrade their internal business processes centered around patient and coach scheduling.

EXTEND: The SUMO Professional Services team extended the core SUMO feature set, by designing and building a number of custom solutions for the wellness centers to track patients progress with key metrics, generate routine progress reports, and more.

THE RESULT:

The CEO confirms that the business is now achieving a 75% increase in efficiency in scheduling-related activities since implementing SUMO’s personalized solutions.

“Based on hours saved and efficiencies from better reporting, I believe we will get a full return on our investment within the first 12 months. Changing core technology can be a gamble, but in this case, SUMO was a good bet for us and I’m glad we are on the SUMO platform”.   – CEO, Popular Chain of Wellness Centers

The Wellness Centers can now:

• Manage appointments through a modern interface
• Automate client calculations through accurately-recorded data
• Search their database efficiently without loss of sensitive time
• Track individual key metrics via a secure database