OZ Media DigitalCase Study · AI Marketing, CRM & Automation
How a Massage Clinic Recovered Missed Enquiries With Automated Follow-Up
Restore Massage & Wellness was missing calls and messages every time a therapist was with a client. A CRM and automation system gave the business a safety net, without losing the personal touch.
Busy hands, unanswered phones
Restore Massage & Wellness provides remedial massage and wellness services in Chatswood. Enquiries arrived through phone calls, website forms, Facebook messages and Instagram DMs, but when therapists were with clients, calls were often missed and messages weren’t always followed up promptly.
The clinic had no missed-call text-back process, no centralised enquiry inbox, and no automated way to follow up on a booking that hadn’t been confirmed.
Four channels, zero follow-up system
Every enquiry channel worked fine on its own. The problem was that nothing connected them, and nothing caught what the therapists physically couldn’t answer while treating a client.
Every unanswered call or unread message was a real enquiry quietly going cold.
A safety net, not a replacement for the therapists
The goal wasn’t to automate the relationship away. It was to make sure every enquiry got a prompt response, with a person taking over the moment it needed judgement.
A CRM that catches what a busy clinic can’t
We implemented a CRM and automation system built around the way the clinic actually receives enquiries.
Missed-call text-back
A missed call sends an automatic text within moments, so the caller knows they’ve been seen even before anyone can call back.
Centralised SMS, email and social messages
Phone, form, Facebook and Instagram enquiries land in one place, with online booking integration so customers can schedule without waiting for a callback.
Automated lead follow-up and reviews
Leads that hadn’t booked received automated follow-up, and review-request campaigns went out after appointments.
Lead-stage tracking and reporting
An after-hours chatbot handled basic enquiries, with every lead tracked from first contact to booking and reported on monthly.
Minutes, not hours, and enquiries that used to disappear
Within 60 days, response time dropped sharply, and enquiries that would previously have gone unanswered started turning into booked appointments.
Reviews generated a month
+300%
(12 − 3) ÷ 3 = +300%
Missed-call conversations recovered
19 a month
19 conversations recovered, 11 became appointments
Before and after at a glance
| Metric | Before | After 60 days |
|---|---|---|
| Average initial response time | Several hours | Under 5 minutes |
| Missed-call conversations recovered | 0 | 19 a month |
| Previously missed enquiries booked | 0 | 11 |
| Monthly reviews generated | 3 | 12 |
| Staff time on manual follow-up | Baseline | ~6 hours a week saved |
| Booking | Waiting for a callback | Online self-scheduling |
Source: Figures are from the client’s CRM and booking records over the first 60 days after launch, compared with the prior period. Figures are rounded and approximate.
“The system gives us a safety net when we are busy with clients.
We still speak to customers personally, but fewer enquiries disappear simply because we could not answer immediately.”
Restore Massage & WellnessRemedial massage & wellness
Automation should not replace the human relationship. It should make sure the customer receives a prompt response, has a clear next step, and is transferred to a person when the enquiry requires judgement.
How much are missed calls costing you?
Calculate how much missed calls and slow follow-up could be costing your business. Book a free 30-minute strategy session to see what automated follow-up could do for you.
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Read articleResults shown are specific to each client, business and time period, taken from the client's own reports or from advertising platform data. They are not a guarantee of future results.