Sono Bello Increases Initial Consultation Show Rate by Upwards of 7% with AddEvent customer success

The Problem: Sono Bello, a leading provider of body contouring procedures, has established itself as a trusted name in cosmetic surgery. As a provider of high-value procedures, Sono Bello prioritizes client consultations as a crucial first step in the client journey. 

Given the high costs of acquiring leads and investing in Patient Care Consultants (PCCs), maintaining a solid show rate is essential. Although they used Zenoti for spa management and appointment scheduling, the lack of an add to calendar (ATC) feature made it difficult for clients to remember and attend appointments. Aware of the business impact of these missed appointments, the Sono Bello team sought a solution to integrate with their current system and boost show rates through calendar appointment reminders.

The Solution: After conducting a simple Google search, the Sono Bello team came across AddEvent’s platform and was impressed by its versatility. After integrating AddEvent’s automated add to calendar functionality into their appointment confirmation and appointment reminder emails and embedding it on their booking thank-you page, they hoped the simple implementation would improve their first-show rate.

The Results: Just three weeks after implementing AddEvent’s ATC links, Sono Bello saw a significant improvement in their consultation show rates. Through careful tracking and attribution using UTMs in the email links, their team was able to correlate the addition of add to calendar links as appointment reminders alone with a 7% increase in clients showing up for their consultations! This uplift was substantial, given the high stakes involved in each consultation.

Here’s precisely how it happened:

With over 70 locations across the U.S., Sono Bello takes pride in offering personalized treatments for each client. Eric O’Brien, their Vice President of Technology, has been leading the tech side for almost seven years. With a background in development, he’s all about finding smart ways to improve the client experience.

Given that Sono Bello’s services are high-value, one-time procedures, they place a lot of importance on consultations. These sessions help clients understand their options and make informed choices. But with the cost of acquiring leads and the investment in PCCs, making sure clients actually show up for these consultations is critical.

Even though Zenoti was their go-to software for managing spa services, it didn’t have a built-in “Add to Calendar” feature. This made it easy for clients to forget their appointments. Recognizing the impact of no-shows, Eric and his team started searching for a solution that could fit seamlessly into their existing systems and improve show rates.

After discovering AddEvent through a simple Google search, the team was drawn to its versatility. AddEvent provided an API and several integration options, which made it a great fit for what Sono Bello was looking for in a tool.

Initially, they added dynamic ATC links to their confirmation and reminder emails, making it easy for clients to add appointments to their personal calendars – giving them an appointment reminder in their calendars. They also added a button on the booking thank-you page, encouraging clients to add consultations to their calendars right after booking.

Three weeks after implementing AddEvent’s dynamic ATC links, Sono Bello saw a significant improvement in their consultation show rates. By carefully tracking and using UTMs in the email links, the team could directly connect the addition of AddEvent’s dynamic ATC links with a 7% increase in clients showing up for consultations.

Eric mentioned that while they couldn’t measure individual link clicks due to the basic nature of their marketing tools, the overall impact was clear. The return on investment was immediate and significant, with the improved show rate directly contributing to more client conversions.

Integrating ATC links into their existing systems without affecting email delivery rates was a game-changer. The ability to track customer engagement and link it to consultation attendance provided Sono Bello with the data-driven insights they needed to optimize their processes.

At Sono Bello, if it’s not on the calendar, it doesn’t happen. By adding AddEvent’s ATC links to their consultation booking process, Sono Bello saw a big jump in their show rates, helping more clients take that crucial first step in their cosmetic journey. This success has become a key part of their strategy, driving customer satisfaction and business growth. With plans to continue enhancing their booking experience and leveraging AddEvent’s features, Sono Bello is set to stay ahead in the industry.