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BlogCustomer success story: How Hand & Stone delivers consistency and convenience across 500+ locationsWith more than 500 locations across the U.S. and Canada, Hand & Stone Massage and Facial Spa is a vast franchise network. Prior to partnering with Zenoti, they had spa business software locally at each center, with separate operations and databases.
This setup prevented Hand & Stone from getting a complete view of their expansive brand – and it caused an inconsistent customer experience across locations.
Here’s how Hand & Stone centralized their network and introduced new digital solutions to delight staff and customers alike.
Pain point: The previous, decentralized spa software limited cross-center collaboration. It was difficult – in some instances, impossible – to access essential data such as guest profiles, membership records, and gift card balances from different centers. Meanwhile, the Hand & Stone corporate office was frustrated by limited visibility into performance and inconsistent reporting across locations.
Solution: Hand & Stone unified all centers on a single platform with Zenoti. Now, there is only one view of each customer, accessible from every Hand & Stone location. Not only has this improved the guest experience, but Hand & Stone can easily market to guests who visit more than one center.
The centralized solution gives management comprehensive access to sales and operations data – for individual centers and the entire organization. The corporate office also has the ability to introduce services, pricing, and promotions at the organizational level and then immediately deploy them to each Hand & Stone location.
Pain point: Hand & Stone customers had to complete intake forms with pen and paper when visiting their local spa.
Solution: Since introducing digital forms, staff can send forms out via email prior to each visit. Customers complete forms at home so they can relax fully when they arrive at the spa. The reduction in workload and paper waste is significant: Hand & Stone can process as many as 350,000 digital forms in just one month.
Pain point: Providers lacked an efficient way to manage their daily schedule and appointments.
Solution: Hand & Stone gave massage therapists and aestheticians an employee mobile app from Zenoti, giving providers direct access to their workday via their own mobile phone.
“Guests access our brand with an easy and attractive online booking experience, and completely contactless digital forms.”
“Memberships are important to us. Zenoti’s flexible membership structures allow our guests to choose what's right for them."
- Cindy Meiskin, Chief Experience Officer
Staff members aren’t the only ones who appreciate Hand & Stone’s new digital features. Since introducing Zenoti, centers have seen an increase in online booking. Brauer says, “Customers are booking online more and more. That’s less time the front desk is spending on the phone with customers, and more time to deal directly with customers who are standing in the spa.”
Managing a nationwide, multi-location brand presents a number of unique, ongoing challenges. The technology available to today’s spas can simplify the process in a number of ways as centralized operations and digital solutions help Hand & Stone deliver a consistent and relaxing experience to customers and staff alike.
Brauer notes “We aim to give our customers the best and simplest experience that we can, leveraging the technology available to us.”
“We started our evaluation of software providers knowing we needed a proven, cloud-based system that could reliably support our network. Zenoti stood out as the most robust platform, and as a partner that will lead with innovation for years to come.”
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