How Europe’s Leading Aesthetic Clinic expanded its operations into the US with a seamless and unified customer experience

The Challenge: Scaling customer service operations with a 5-star experience

The clinic had ambitious plans for expanding its operations from Europe to the US but lacked the infrastructure and capacity to expand its in-house customer support team. Their goal was to deliver a consistent five-star experience across their clinics, booking services, and social media, while also driving conversions and sales. 

They faced challenges with a varied client base, which had multiple preferred contact platforms, creating silos in customer communications. They had no reporting tools implemented, meaning they could not see how, where, or why their customers were contacting them. 

Without the ability to track and forecast customer needs, they were not equipped to effectively scale their operations.

The Solution: Seamless omnichannel integration and enhanced customer journey

Otonomee collaborated with the clinic to design a scalable, omnichannel customer communications platform that consolidated all interactions into a unified system. 

The solution implemented ensured that their varied client base received consistent service across all channels, whether through calls, SMS, emails, or social media. The fully integrated platform offered a "one source of truth" for all customer interactions, empowering the clinic to efficiently manage customer journeys and streamline communications.

Roadmap to success: Implementing a 360-degree customer experience

1. Omnichannel platform integration
   Otonomee consolidated the clinic's disparate contact platforms into a seamless omnichannel solution, allowing an integrated view of customer interactions. This technology ensures smooth transitions across channels and provides agents with the tools to manage customer inquiries efficiently.
2. Training, compliance, and quality
   Comprehensive training materials, ensuring that agents are fully equipped to uphold the clinic's high standards were developed. 
3. Workforce management and planning
   With no prior forecasting capabilities, Otonomee introduced advanced workforce management and planning tools that enabled the clinic to accurately predict contact volumes, optimize schedules, and refine its contact strategies.
4. Analytics and insights
   The new platform provides live and historical data, offering daily, weekly, and monthly reporting on contact volume, handling times, agent availability, and more. These insights help the clinic make informed business decisions and continually improve its service offerings.

The Benefits: Enhanced customer experience and efficiency for a seamless scale of operations

Through this partnership, the clinic delivered a unified and high-quality customer experience across all channels. The omni-channel solution provided the clinic with the tools to track, analyze, and optimize its operations, leading to increased efficiency and customer satisfaction. 

For the first time, they had full visibility into their contact volumes, enabling accurate forecasting and streamlined operations.

Key outcomes included:

• Accurate forecasting and reporting
  Otonomee’s integrated system provides detailed reports on contact volumes, handling times, and trends, allowing the clinic to refine its contact strategies and improve resource allocation.
• Optimized operational hours
  Using heatmaps and trend analysis, the clinic adjusted its operating hours based on low contact volumes during certain periods, increasing efficiency.
• Improved customer experience
  Analytics helped the clinic make data-driven decisions and improvements, such as adding doctors' names to appointment reminders and updating Google Maps to reduce inquiries about clinic directions.

These improvements not only drove efficiency and client satisfaction but also provided the scalability and operational excellence needed for the clinic to confidently enter the US market, marking a major milestone in its global expansion strategy.