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The pain and the solution

The pain

  • One phone line for all the chain's studios was overloaded, especially in the evening.
  • A client existed in two systems as two different people: bookings in one, leads and messages in the other.
  • The cosmetologist's recommendations stayed in the card, and the end of a course was remembered only by chance.
  • A large base of past visits brought no repeat sales: nobody brought back clients who had drifted away.

How we solved it

  • A client system of its own instead of amoCRM, tightly linked to YCLIENTS, where bookings, the till and staff stay.
  • One client card with every visit, package, recommendation and message.
  • Repeat-visit rules for each treatment and a separate pass over the old base to win clients back.
  • Clients are recognised on an incoming call, and the conversation continues in a messenger.

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What we did

One client card

Visits, packages, the cosmetologist's recommendations, messages and calls in one card. Booking data from YCLIENTS comes in by itself.

Courses and repeat visits

Each treatment has its own rhythm: facial massage weekly, peels as a course. The rule is set once and the reminder goes out by itself.

Calls and messengers

On an incoming call the administrator sees at once who is calling and what they are booked for. The conversation can continue in WhatsApp or Telegram.

Loyalty cards

Cards in Apple Wallet and Google Wallet for the chain's clients, linked to the client card and packages.

The project in detail

This project is under NDA, so the chain is not named. It is a chain of cosmetology studios. Bookings, the till and staff payments live in YCLIENTS; the client base and leads live in amoCRM. The same client exists in two systems as two different people, and neither knows the whole story.

What we decided

YCLIENTS stays: it is the salon’s working tool and everything there is set up. We are replacing amoCRM with a system of our own built for cosmetology and linking it tightly to YCLIENTS.

One client card

The card holds visits, packages and what is left on them, the cosmetologist’s recommendations after a treatment, messages from every channel and calls. Leads from the website, social media and messengers go into one pipeline, and booking data comes from YCLIENTS automatically.

Treatment rhythm and win-back

Every treatment has a natural rhythm. Facial massage is done weekly as a course, peels as a course and by season, device treatments as a course and then once or twice a year. Today only the administrator and the cosmetologist keep this rhythm in mind, and it often gets lost.

We separated two things. A protocol is a rule for repeating a treatment going forward: it is set once and schedules the client’s reminder by itself. Reactivation is a pass over the base built up over the years: who has not been in for a long time, who finished a course and never returned. Each group gets its own win-back scenario.

Calls and messengers

The administrator sees who is calling before picking up: name, recent visits, package, upcoming booking. After the call the conversation can continue in WhatsApp or Telegram, and the messages land in the same card. We deliberately do not put a voice robot on the first line at this stage.

Loyalty cards

Loyalty cards in Apple Wallet and Google Wallet run on the same platform as our own product Apex Loop and are linked to the client card from the start.

Who it fits

Chains of beauty salons, cosmetology, massage and medical clinics whose bookings live in YCLIENTS or a similar program while client work is scattered across a CRM, spreadsheets and messengers.

Materials about the project

CRM implementation: why staff don't use the system and how to avoid it

Why CRM implementation stalls: double entry, a system that ignores how people work, no benefit to staff. How to go in stages and what to measure.

Read more ›

Discuss a similar project

Tell us about your task, and we will suggest how to build something like this for you.

  1. 01
    Analysis

    We study processes, data and the points where value is lost, and fix the result we are working towards.

  2. 02
    Architecture and prototype

    We design the system and build the first version on your real data. Stages and cost are agreed before work begins.

  3. 03
    Pilot

    We launch in one area. Every stage is checked in a test version before it goes into operation.

  4. 04
    Scale and support

    We connect the remaining areas, take responsibility for how the system runs and keep developing it.

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