CLIENT PROFILEDynamic Touch Massage Therapy is a group of therapists in Orange County, Calif., dedicated to healing and healthy lifestyles. Its five therapists provide in-clinic and on-site therapeutic and relaxing massages to both companies and individuals. It operates from two locations in Costa Mesa and Mission Viejo.THE PROBLEMPrior to using Appointment-Plus, owner Kathy Flippin took massage therapy appointments by phone. She recorded them in Microsoft Outlook and followed up with each one by phone. At the time, Ms. Flippin did not have any staff support to assist her in scheduling and following up on appointments, as well as returning messages left on voicemail. This schedule-setting method took an incredible amount of time out of her busy schedule and limited the number of clients she could provide service to. Eager to grow her business by adding therapists and clients, Ms. Flippin needed an administrative solution to her appointment-setting dilemma.
ANALYSISAs a growing business, Ms. Flippin opted not to hire a receptionist to handle her administrative duties, including setting and confirming appointments. She determined that automated scheduling software, along with an answering service, could help her manage her operations more efficiently by reducing the number of phone calls received, offering online self-scheduling where clients could book, change and modify their appointments, allowing clients to pay for their sessions online, automatically sending reminder e-mails to clients, and providing a central system where both her and her fellow therapists could manage their client information. Improved time management and greater availability were key factors in her decision.SOLUTIONMs. Flippin became aware of Appointment-Plus from local massage therapists who were using it. She chose Appointment-Plus based on its robust functionality and features not offered by the other appointment-scheduling software companies.RESULTAppointment-Plus is helping Ms. Flippin and her fellow therapists focus less on repetitive appointment-setting tasks and more on their clients. With 30 percent of appointments now booked online, she estimates the software saves her five hours per week. Additionally, clients who schedule their appointments online instead of calling through her answering service save her $2 to $5 per transaction. Her "no-show" rate has also dramatically improved. In addition to the client self-scheduling and online payment options, Ms. Flippin uses Appointment-Plus to offer session packages to clients, store notes and properly document her clients, therapists and sessions. Her therapists can easily manage their clients and appointments from home or other locations with Internet access, which gives them greater flexibility. Client feedback is very positive from those who regularly set their appointments online. She adds that the low-cost, "priceless" software is well worth the monthly fee.Click here to download PDF of Massage Therapist Case Study |
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