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Radiant Aesthetics Clinic in Bandra West, Mumbai was struggling with a 59% client churn rate despite offering premium facial and skin treatment services. Their challenge wasn't acquisition — it was retention. Using Rozx's CRM, targeted re-engagement campaigns, and post-treatment follow-up automation, they raised their returning client rate from 41% to 68% in 5 months.
Core Metric Achieved
Dr. Priya Desai's clinic was attracting 120–140 new clients per month through Instagram and Google, but over half never returned after their initial session. Without a structured follow-up workflow, clients who completed a peel or laser treatment would simply drift away — often booking a competitor when a re-treatment date approached. The clinic had no birthday or anniversary triggers. Post-treatment care instructions were sent manually via WhatsApp, which was unreliable and time-consuming. There was no data on which treatments had the highest second-visit conversion rates.
Rozx CRM was configured to track each client's complete treatment history and upcoming re-treatment windows. Automated post-treatment follow-ups were set: Day 3 (care check-in), Day 14 (progress check), Day 25 (re-booking reminder). Birthday messages with a 10% discount offer were automated. Treatment analytics were enabled to identify which services had the lowest re-booking rates. Monthly 'inactive client' campaigns were configured to contact anyone who hadn't visited in 45+ days.
