Business Objectives
Primary
Increase new appointment bookings & signups
Secondary
Rebuild trust, reduce no-shows & grow retention
Problem Statement
Context
Post-COVID, routine visits and follow-ups dropped sharply. This created idle staff capacity, unpredictable revenue and weakened patient relationships.
Core issues
- Low personalization — generic messages failed to convert
- Manual follow-ups — inconsistent cadence and missed opportunities
- No orchestration platform to model journeys or trigger actions
Our Approach — 4 steps
1
2
3
4
Tech Stack
Primary platforms and how we used them.
Adobe Journey Optimizer (AJO)
Segmentation, real-time orchestration and personalized content delivery.
CRM + Email/SMS API
Triggerable reminders, confirmations and two-way messaging.
CMS & Content Hub
Health articles, webinar pages and gated assets for signups.
GA4 + Looker Studio
Funnel measurement, cohort analysis and ROI dashboards.
Google / Meta Ads
High-intent acquisition and retargeting for reactivation lists.
Design Suite
Rebrand, UX tweaks to booking flow and creatives for campaigns.
Impact & Implementation
AJO enabled precise orchestration: lapsed → reactivation emails + timed SMS → booking page with reduced friction. Pilots showed immediate booking uplifts; successful flows were scaled.
Weeks 0–6: Audit, segments, AJO setup
Weeks 6–12: Pilot flows, measure & optimize
Months 3–9: Scale, content & paid amplification
Key Results
250%
Increase in new appointment bookings
120K
New signups
3M+
Impressions
7x
ROAS
Recommendations
- Scale high-performing AJO journeys to more segments and integrate predictive triggers.
- Invest in gated content to reduce CAC and improve lead quality.
- Track cohort LTV to refine channel investment and justify scale.