Industry:
Healthcare & Wellness
Location:
4 US Locations
Services Used:
AI Customer Support + AI Customer Experience Automation
Timeline to Live:
23 days
Primary Goal:
Reduce no-shows, automate patient reminders, free reception team
About the Client
A B2B SaaS company at Series A, operating in the workflow automation space for mid-market businesses. Two experienced marketers responsible for every marketing function simultaneously and revenue targets that required a level of output their current capacity simply could not match without infrastructure.
The Challenge
Patient no-shows were running above 28% across all locations — costing the practice significant revenue and disrupting appointment schedules daily. The reminder process was manual, inconsistent, and entirely dependent on reception staff having the time to make calls and send emails between other duties. Some patients received three reminders. Others received none.
- No-show rate above 28% — each missed appointment representing direct revenue loss
- Appointment reminders sent manually by reception — inconsistent across locations and staff
- Post-visit follow-up rare — no structured process for patient communication after appointments
- Reception staff spending significant hours daily on reminder calls and manual emails
- Patient experience outside the treatment room inconsistent — no standardized communication workflow
The practice needed its patient communication to run automatically — consistently, across all four locations, without consuming reception staff time that should be going to in-clinic patient experience.
Our Approach
We began with a full marketing audit — reviewing existing content performance, email open and click rates, trial conversion data, and the team’s current production workflow. Three high-leverage areas emerged: content velocity, behavioral email logic, and trial user nurture. We prioritized them in that order.
What We Built
A fully automated marketing infrastructure — content production, multi-channel distribution, behavioral sequences, and real-time
performance visibility — running continuously from the same two-person team.
The Results
System live across all four locations in 23 days. No-show impact visible in the first week. Admin time savings measurable from day one.
41%
No-Show Reduction
15hrs
Admin Saved Weekly
98%
Reminder Delivery Rate
4
Locations — Consistent
“Our reception team was spending hours every day on reminder calls. That time is completely gone now — and our no-shows have dropped significantly. The consistency across all four locations is something we’ve never been able to achieve before.”
— Clinical Director, Multi-Location Wellness Practice
Related Case Studies
The system went live on day 24. Within the first 30 days, results were measurable across
every part of the pipeline the agency previously had no visibility into.
7-Figure DTC Skincare Brand
71% of Support Tickets Resolved Automatically. First Response Time Under 3 Minutes
Deployed a custom AI support agent trained on the full product catalog, FAQs, and policies. Integrated with helpdesk platform, built smart escalation routing, and added proactive post-purchase communication flows to reduce inbound volume.
.svg)
Multi-Location Wellness Practice — 4 US Locations
Patient Retention Up 34% and 280+ New Reviews Generated in 60 Days
A multi-location wellness practice with inconsistent patient communication, a high no-show rate, and fewer than 40 Google reviews across four locations despite years of excellent care. After Autogility's CX automation build, retention improved 34%, 280+ reviews were generated in 60 days, and referral rates increased by 28%.
Your Team’s Time Is Too Valuable for Manual Patient Communication.
Book a consultation and we’ll design an automated patient communication system tailored to your practice — the specific touchpoints, the channels, and the outcomes you should expect.
Healthcare automation is built with patient privacy and compliance requirements built in from day one.
