Customer Snapshot
HAIR & SKIN gives 15,000 new customers a connected digital experience.
Learn how this medical aesthetics startup gained 15,000+ customers by connecting its data.
1. The Challenge: Creating a unified customer experience to inspire trust and loyalty.
Aesthetic treatments are sensitive procedures. So, when HAIR & SKIN opened its doors in 2020, building trust and confidence with customers was the key to success. The company needed a digital backbone that would support the whole business: from resource planning to bookings to sales processes and medical data handling.
Choosing the right solution was critical to building a base of satisfied and returning customers. HAIR & SKIN wanted a platform that could help manage the entire customer journey and allow them to scale effectively.
With every team member and every customer using Salesforce, the company’s sales, marketing, and customer services teams share a single point of connection for all the data running through the business. The result: a united, customer-centric offering.
2. How Salesforce Helps: Personalising offers to smash the industry average for recurring customers.
For HAIR & SKIN, nurturing brand trust across every touchpoint is about letting customers know that they’re in safe hands. That means taking extra care to ensure that every interaction, before and after the appointment, is handled with care and timeliness.
Using Twillo on the AppExchange, HAIR & SKIN tracks everything happening across the business, with logs for every type of booking and event. Now, it’s easy to troubleshoot in case any issues arise. The flow integration on Twillo is also helping the team handle the scheduled send-out.
HAIR & SKIN automates appointment reminders and aftercare instructions with Marketing Cloud. Customers now receive reminders through the company’s mobile app and other preferred communication channels — a feature that’s helping the brand build customer loyalty and connection.
Hair transplantation is what most customers initially enquire about with HAIR & SKIN, but it's not usually a recurring service. So, the company also uses Marketing Cloud to raise awareness of other recurring treatments the company offers. The strategy has given the company above-average numbers of repeat customers compared to the rest of the sector.
3. Improving the customer experience with a self-service portal.
The company’s latest innovation is a custom app, built on Salesforce. It allows customers to schedule appointments, get feedback from doctors about their healing process, monitor their journey, and get answers to their questions directly from the team at HAIR & SKIN.
The data from the app provides valuable insight into HAIR & SKIN customers’ behaviour and preferences while maintaining their privacy. Teams are able to use this data to personalise customer treatment, make relevant follow-up offers, and provide a patient experience that reflects customer needs.
4. Automating scheduling to reduce manual tasks for staff.
Automating low-value activities that take up valuable time has been another priority for the company.
HAIR & SKIN integrated its self-service portal with appointment calendar and resourcing schedule using Salesforce Scheduler. Scheduling appointments and assigning resources is now fully automated, reducing manual tasks for staff and reducing scheduling issues.
5. Offering outstanding customer experience on any channel.
With a 360-degree view of every customer and interaction, the company has created a seamless customer service experience across every channel, from phone calls and emails to social media and live chat.
Customers can get support on their channel of choice. HAIR & SKIN customer service agents provide more efficient support, thanks to easy access to all relevant customer information at their fingertips in Salesforce Service Cloud.
“Salesforce is our backbone. It’s supported us from day one, so we have awesome speed and connectedness across everything we do. Every digital product, and every interaction, it’s all connected to give us a complete picture of our customers with absolutely no manual effort. That’s a huge advantage for us.”
6. The Results.
15,000+
new customers
in three years
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