Most of the practices that we work with have thousands of past patients in their EMR, but never do anything about bringing them back into their practice. Either because they're short-staffed or it's just too big of a task to call them one by one.
Every month that goes by without that outreach is revenue that's sitting right there in your system going untouched.
What's Included
Where We See the Fastest Results
Out of everything we do at Solora, patient reactivation is where we typically see the fastest results with the practices that we begin working with. Whether it's a medspa, a clinic, or anything in between, we almost always start here because the return is fast.
When we begin working with a practice, we sit down with the owner to map out the exact type of campaign they want to run. For some medspas, they only want to reactivate Botox and filler patients and nothing else. For some clinics, they want to reach out to everyone who's due for their yearly physical. It all depends on exactly what type of traffic they're trying to drive.
From there, Solora connects directly into your booking system and monitors every patient automatically. When someone is overdue (based on the timeline we set together), they get a personalized text message. Each message is based on the treatment the patient originally came in for, which is why the response rate is higher than a generic text blast. Patients can reply directly to rebook over text without having to call the office.
We ran a reactivation campaign with SKIN MD Medspa and brought in 16 new Botox appointments. With Dr. Rula Al-Aouar's OB/GYN practice, 40 patients who were overdue for their pap smear rebooked within the first two weeks. Northville Beauty Spa brought back 36 Botox patients in their first 30 days.
SMS Promotions and Offers
On top of the recall campaigns, we can also run SMS promotions to your patient list. If you want to fill up a slow week or push a specific service, we can send a targeted text to the right group of patients. For example, texting all past facial patients about a 15% off facial promotion can drive a significant number of bookings in a matter of days. Some of our medspa clients have seen close to $10,000 in revenue from a single SMS promotion like this.
The key is that we're not blasting your entire list with the same generic message. We segment your patients by the services they've received and send offers that actually make sense for them. Someone who came in for Botox isn't going to care about a facial promotion, and someone who's been coming in for laser isn't going to respond to a filler offer. When the message matches the person, the response rate goes up significantly.
If any of this sounds like what your practice needs, reach out to talk with our team.
Enabling SMS for Your Practice
Most practices we visit don't even have a phone number that patients can text, they only accept calls.
We typically activate and enable SMS for the practices that we work with, which opens up an entirely new channel for bookings. Patients can text your business number directly to ask questions, book appointments, or follow up on something without having to sit on hold or call during business hours.
We also add a text button to your Google Business Profile and your Instagram page so that people can just click the button and it opens up their texting app immediately. This reduces friction between you and potential patients, making it easier for them to reach out and easier for you to get them booked and scheduled.
Lead Capture System
When your practice misses a call, you're practically giving your competitors a free patient. Most patients just call the next practice on Google and book with them instead. Solora's lead capture system texts them back automatically to start the conversation right away. Patients can reply with their question knowing that someone will be with them as soon as they're available, and there won't be a need to call another medspa or clinic in the area.
This was especially useful for our client Dr. Rula Al-Aouar, whose practice was averaging about 25 missed calls per week before we turned this on. Now every single one of them gets a response, and patients who would have moved on are booking through text instead. This also means their staff spends less time locked into a phone call with a single patient and is able to respond much faster over text.
The Solora App
The Solora phone app gives you full visibility into everything that's happening with your business communications. You can see all incoming calls and texts to your practice straight from the app. For business owners, this means you can check in on whether your front desk is actually responding to people when they call or text in, instead of being in the dark about whether calls are being missed.
It keeps everything in one place so nothing falls through, and you can step in on a conversation, making calls or texts right from your phone anytime you need to.
How the Patient Re-activator Connects to the Rest of Solora
Who This Isn't For
If your practice already has hundreds of consistent five-star reviews, a perfect 5.0 rating, and fresh reviews coming in every week you might already be set. We typically work with practices that know their online reputation isn't where it should be and want help fixing it.
If This Sounds Like Something Your Practice Needs
If your Google rating doesn't reflect the quality of care your practice provides, or if you're seeing competitors with more reviews show up above you on Google, reach out. We'll ask some questions and figure out if it makes sense for your practice.
Want results like this for your medspa?
Solora helps medspas get more bookings, reviews, and rank higher on Google.