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OrangeTwist, a leading treatment center for body, face, and skin, distinguishes itself in the competitive landscape through a unique approach to customer service. Located mainly in Southern California, the centers act as more than just service locations – they are lifestyle hubs for clients, offering an environment reminiscent of spending time with a close friend.
The medical team at OrangeTwist is handpicked for their specific expertise and undergoes regular training to ensure a consistently high standard of service. They offer a wide range of treatments, including injectables, fillers, body sculpting, and highly sought-after laser hair removal, catering to the aesthetic needs of every client.
Focused on cultivating lasting relationships with clients, OrangeTwist offers an attractive membership model managed with Zenoti, the brand’s software partner. Adding memberships was pivotal for OrangeTwist.
“The capabilities to have our beauty bank within Zenoti gives us data points... we can extract how our members are behaving and spending with our business,” says Brittany Slater, the brand’s chief financial officer.
This focus on memberships underscores a medspa trend recently highlighted in the 2024 Zenoti benchmark report for the beauty and wellness industry: membership models are becoming the steadiest source of revenue growth for medspas, with less revenue earned from individual services and more from memberships and package sales.
OrangeTwist leadership has an ambitious goal: expand from 12 to 40 locations within a few years. The team recognized the need for a software solution that would scale to match. The all-in-one Zenoti platform has helped the brand unify and centralize operations, not only providing organizational tools and reporting but also offering critical insights into business performance.
CFO Brittany Slater mines Zenoti for statistics and financial analyses. “I use it most for the data because that’s my role as the financial officer,” and she considers the sales accrual report one she “could not live without.” Medical spas refer to that report to track business trends and refine their growth strategies.
OrangeTwist sees their focus on a relaxing client experience as a business differentiator. They design their treatment rooms for maximum comfort, complete with amenities and entertainment options.
“We have TVs in our treatment rooms so clients can watch their favorite shows and just really relax,” said Slater. “Medical aesthetics is different than a spa where you’re actually going there to relax, but we try and add little touches to make it feel spa-like.”
Complementing customer comfort in OrangeTwist’s physical spaces is the convenience made possible by Zenoti's digital solutions. Features like mobile booking and chatbot interactions encourage self-service for repeat visits, and give customers the digital touchpoints they expect from businesses today.
Prioritizing education and training for service providers
“We closed the business for the weekend and got together for a meeting jam-packed with education. We’re launching a new injectable treatment, and we were able to get all the providers trained at once – a hands-on experience with physicians on-site.”
– Brittany Slater, CFO, OrangeTwist
OrangeTwist service providers rely on the Zenoti cloud-based system to speed through their work, reducing the wait time for clients undergoing treatments. Slater credits that improved efficiency to the providers’ tools, including iPad functionality and charting and photo management built right into the Zenoti platform.
As OrangeTwist continues to grow and expand, Zenoti remains a crucial partner in their mission to give clients a top-notch experience.
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