A leading national salon chain with a vast network of over 500 outlets across the country, known for its wide range of premium beauty and grooming services.
With a large-scale operation and a diverse service portfolio of more than 100 services and ongoing promotions, the client faced challenges in managing lead generation and streamlining their appointment booking process. This complexity led to missed opportunities, inconsistent customer experiences, and a decline in customer loyalty. They needed a strategic partner to optimize their sales and support functions, boost their bottom line, and drive efficiency.
Epicenter deployed a comprehensive, multi-faceted solution designed to tackle the client’s core challenges head-on. Our strategy focused on optimizing every touchpoint of the customer journey, from initial inquiry to post-service follow-up.
Epicenter’s strategic sales and support solutions have transformed our appointment booking process. We have seen a huge increase in returning customers.
The client’s primary challenges were rooted in the complexity of their business model. They struggled with managing a vast array of services and promotions, which made it difficult to handle inbound leads and ensure a smooth appointment booking experience across their extensive network. This fragmentation resulted in a high number of unbooked appointments, low conversion rates, and a lack of consistency in their customer service, which negatively impacted customer satisfaction and loyalty.
We adopted a strategic, data-driven approach by analyzing the client’s existing workflow to identify bottlenecks in lead management and appointment scheduling. Our team then implemented a centralized, scalable system that integrated sales and support functions seamlessly. By training a dedicated team to handle all client inquiries and appointment bookings, we ensured a consistent, high-quality experience for every customer. We also initiated proactive customer satisfaction and Net Promoter Score (NPS) management to monitor and improve service quality continuously.
Inquiries Managed
Appointments/Resource
Appointments Booked
Revenue Generated
A dedicated team to manage all inbound inquiries, nurture leads, and drive sales conversions.
A streamlined process to handle a high volume of appointment bookings accurately and efficiently.
Regular follow-ups and feedback loops to ensure customer happiness and increase loyalty.
Continuous measurement and management of customer satisfaction to identify areas for improvement and maintain service excellence.