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BlogCustomer success story: PURE Medical Spa elevates the client experience, unifies operations across three locations While clients could get warm, friendly service and the latest and greatest treatments at PURE Medical Spa, the business was due for a software overhaul to provide a truly VIP experience.
Here's how Zenoti improvements helped the 3-location chain modernize their guest experience, get rid of manual work for their staff, centralize operations, and simplify reporting.
Pain point: Parts of the customer experience at PURE Medical Spa were dated – challenging for a business that prides itself on being cutting-edge.
Solution: With online appointment booking and a customer mobile app from Zenoti, PURE added polish and convenience to the guest experience.
"Zenoti has helped us build a beautifully branded online booking experience. When clients book online, they see the same colors, the same vision they see when they walk into our facility."
– Julie Acarregui, Owner & Medical Director
Assistant marketing director Joe Garrett loves the reaction he gets from clients. "They love that we are up to date with the 21st century. They love being able to have a one-stop shop for communication, results, education, and more," Joe said.
Pain point: The staff burned time with appointment confirmations and pre- and post-treatment instructions – all were shared manually.
Solution: With Zenoti, PURE clients receive automated texts and emails at key touchpoints.
Now review requests are automated too. With technology handling these communications accurately and reliably at every touchpoint, staff can focus more on in-person clients and their experience.
"When our clients have several touchpoints where they're getting these automated texts and emails, it’s so much simpler to run my business."
– Julie Acarregui, Owner & Medical Director
Pain point: With three locations to manage (Boise, Coeur d'Alene, and Sun Valley), Julie Acarregui was missing a bird's-eye view of her entire business.
Solution: Zenoti unified every aspect of PURE's business into a single platform. Centralizing not only boosted efficiency, but it also helped iron out kinks in inventory management.
"Zenoti gives me an ability to manage all three of my locations centrally. I currently rotate between the three locations. Additionally, I travel and train all the time. And it does not matter where I am – I can pick up my computer and manage the entire operation, or I can manage a single location. That is invaluable to me."
– Julie Acarregui, Owner & Medical Director
Pain point: The lack of real-time insight into business performance hurt leadership's ability to gauge business health. It also slowed down functions like payroll and performance assessments.
Solution: A single dashboard consolidates and tracks business and guest data for all three locations. Quick reports in Zenoti help measure staff productivity, retail sales, redemption of membership and loyalty benefits, and more.
"It's incredible for me to be able to see at a quick glance how each location is operating. The reports really help me feel like I have my finger on the pulse of exactly how the business is doing financially. My administrative coordinator utilizes reports from Zenoti every single day to be able to input our information into QuickBooks."
– Julie Acarregui, Owner & Medical Director
The value of Zenoti reports, crucial for big-picture decision-making, also extends to day-to-day operations. Spa director Dana Fitzgerald uses reports to gauge provider performance and motivate her team: "The sales accrual report is my best friend. I can easily track, follow, update, incentivize, convince my team members, and help them hit their goals as they move through each day."
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