$84K recovered in 90 days
Glow Aesthetics (East Coast medspa, 2 locations)
$84,000
Revenue recovered
187
Patients reactivated
11
Hours saved/wk
23%
Reply-to-book rate
The context
A 2-location medspa with a 6,000-patient database had no systematic way to reactivate clients who hadn't visited in 6+ months. The front desk was too busy with same-day bookings to chase old patients.
What was broken
- /* PLACEHOLDER: replace with real data */ 6,000+ inactive patients with no reactivation workflow
- Front desk too overloaded for outbound outreach
- Existing email blasts had a 0.4% conversion rate
What we shipped
We deployed a personalized AI SMS reactivation sequence triggered by booking-tool inactivity. Each message referenced the patient's last service, last provider, and a tailored offer. Replies routed straight to the booking system.
"We finally have a system that talks to old patients while we focus on the chair. Booked 9 reactivations the first week."
— /* PLACEHOLDER */ Operations Manager, Glow Aesthetics
How a Mid-Size Medspa Recovered $84K in 90 Days
The Starting Database
A single-location medspa in Austin with 2,100 patients in their CRM, of which 1,400 were classified as "dormant" — no visit in 12+ months. The owner had assumed those patients were permanently lost to competitors or relocation.
The Segmentation Strategy
The dormant list was segmented three ways: by last treatment (Botox, filler, laser, body), by months since last visit (12–18 months, 18–30 months, 30+ months), and by past spend tier ($0–$500, $500–$2K, $2K+). Different sequences ran per segment with treatment-specific messaging and offers.
The Sequences
Recent dormancy (12–18 months) received a friendly "We've missed you" SMS with no offer — testing if the relationship was still warm. Mid-dormancy (18–30 months) got a $100 credit toward their preferred treatment. Long-dormancy (30+ months) received a "win-back" sequence with a more aggressive offer plus a personal video message from the owner.
The Results
In 90 days, the campaign rebooked 187 patients and generated $84K in directly attributed revenue. Long-dormancy patients converted at a lower rate (4%) than recent dormancy (14%), confirming the time-decay theory. The cost of running the sequences: under $2K total. Net ROI: 40x in the first quarter.