How MEDILASE streamlines appointment and boosts 6X conversions with SleekFlow

MEDILASE is a leading provider of medical-grade laser treatments in Hong Kong, renowned for its expertise and customer-centric approach. With cutting-edge technology and a professional team, MEDILASE is committed to delivering safe, effective, and tailored treatments that meet the unique needs of each client. 

As the company expanded into four branches, maintaining seamless and consistent communication with clients became a priority, leading them to partner with SleekFlow for a more streamlined customer experience.

MEDILASE's customer communication challenges in the beauty industry

Lack of an official channel eroded customer trust

MEDILASE realised they faced significant challenges in managing client communications. Team members, including customer service staff and beauty consultants, each used multiple personal phone numbers to interact with clients, whether it was to explain the details of treatments or assist with booking appointments. This created a brand credibility issue, as clients often couldn’t tell if the WhatsApp number contacting them was officially from MEDILASE.

Fragmented communication led to inconsistencies in customer experience

Using disparate phone numbers also led to a need for uniformity in customer service. Each team member had their unique tone and approach when responding to inquiries or discussing treatment details. This inconsistency was not only off-brand but also hindered management's ability to monitor and standardize interactions. 

Inefficient manual workflows and data security concerns

Previously, consolidating customer data for follow-ups required significant manual effort. Customer history had to be manually retrieved from their backend system, making it difficult for customer service teams to offer personalized and timely support. Moreover, with the rise of digitalization, customers grew highly concerned about data privacy. The management sought a solution to centralize communication, streamline operations, and enhance the customer journey.

SleekFlow’s solution for customer communication

MEDILASE operates two dedicated numbers to manage customer communication. The Treatment Inquiry Team focuses on engaging potential buyers, while the Booking Team assists existing customers with service scheduling. 

Enhance team collaboration through a unified inbox

With SleekFlow, a total of 25 staff across departments such as marketing, customer service, and calling teams can now work together seamlessly on a unified platform, improving coordination and efficiency.

With full visibility through a unified inbox, management can track performance, monitor chats, and adjust strategies based on customer feedback. If the team falls short in any part of the customer communication process, management can take immediate action to uphold a consistent customer experience.

Streamline lead pre-qualification and assignment

MEDILASE leverages “WhatsApp Us” as the primary call-to-action (CTA) to collect leads from multiple channels, including paid media, websites, social media, and more. To effectively capture lead information, they’ve set up automated messages using Flow Builder. When customers initiate contact, the chatbot asks for their name, preferred language, and treatment interests, such as hair removal, beauty treatments, slimming treatments, and injectable/medical treatments. This process not only facilitates conversations but also builds a comprehensive CRM profile beside the chat box, giving the team complete visibility into each customer’s preferences. 

Beyond what customers explicitly share, the Flow Builder also captures lead sources and auto-assigns conversations to the right consultant, helping identify which campaigns generate the most leads and enabling a seamless conversion process.

Facilitate treatment appointments with an automated chatbot

To support existing customers, MEDILASE created an appointment booking chatbot that first checks treatment records to identify their status, then guides them to select service type, location, and time slot. The inquiry is then routed to the booking team to follow-up, reducing wait times and improving efficiency.

Two-way customer data sync via OMS integration

MEDILASE utilizes a customized operations management system (OMS) to manage bookings. By integrating with SleekFlow, MEDILASE can seamlessly sync customer data from their OMS to SleekFlow, including last visits, booking history, and purchase records. Conversely, SleekFlow updates the OMS with new customer details, including name, language preference, treatment interests, and lead source. 

This two-way integration makes OMS data easily accessible in SleekFlow CRM for the customer service team and enables actions like lead generation, conversion, and bookings in SleekFlow to be tracked in the OMS. This ensures both systems are always up to date, creating a single source of truth for customer data.

Reactivating leads with targeted broadcasts

MEDILASE relies heavily on SleekFlow’s broadcast feature to drive campaigns and re-engage unconverted leads. Examples of broadcasts include festive promotions, early bird trials, and specific treatment offers. Broadcasts have consistently outperformed SMS, delivering response rates up to 20 times higher, and achieved a 5-6x increase in lead conversions.

Leveraging conversation insights to refine strategy

SleekFlow’s analytics dashboard empowers Medilase to adapt strategies in real time. By analyzing inquiries and feedback, they can identify emerging beauty trends and high-demand treatments. This enables them to fine-tune their offerings, pricing, and marketing approach to meet market needs, driving both customer satisfaction and loyalty.

About MEDILASE

Founded in 2013, MEDILASE is a modern medical aesthetics center dedicated to delivering the best beauty solutions. The company focuses on three core areas — laser hair removal, medical aesthetics, and body slimming & contouring. 

With over a decade of expertise, MEDILASE remains committed to providing high-quality treatments, continually advancing service development, and carefully selecting equipment and suppliers to ensure clients enjoy a flawless experience and achieve lasting, youthful beauty.