Healthcare · Bentleigh · 6 practitioners
Enquiries answered before Monday
Weekend enquiries sat unread until Monday morning. Roughly a third of them had booked somewhere else by then.
An illustrative case study. This describes the shape of the work, the real timeline and the real price — but it isn’t a named client. We’ll replace it with a named one the moment we have permission to.
- After-hours reply time
- Under 5 min
- Enquiries that became bookings
- +22%
- Off every Monday morning
- 90 min
What was going wrong
- Enquiries arrived through the website, email and two social accounts, and all of them landed in one inbox nobody watched after 5pm.
- The front desk spent the first ninety minutes of every Monday catching up instead of greeting patients.
- Nobody could say how many enquiries were lost, only that it felt like a lot.
What we built
- Every enquiry channel now feeds one place, sorted by what the person actually needs.
- Straightforward questions — fees, parking, what to bring, whether a referral is needed — get an accurate answer within minutes, at any hour.
- Anything clinical, urgent or unclear is flagged for a human and never answered automatically.
- Their booking system stayed exactly as it was. The clinic just stopped losing people to silence.
“It answers the boring questions perfectly and knows when to stop. That was the bit I was worried about.”
- Time to live
- 3 weeks
- Investment
- $8,900 + GST
- Systems we left alone
- Website enquiry form, Shared inbox, Existing booking system
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