Client Overview:
A luxury spa specializing in personalized wellness treatments faced challenges managing rising demand due to outdated systems and inefficient processes.
The Challenge:
An antiquated booking system led to scheduling errors, disrupting customer experiences. Manual workflows limited scalability, threatening both customer satisfaction and growth. The small in-house team lacked the expertise and time to modernize operations effectively.
Our Solution:
Acute PMC embedded a project manager with expertise in IT and process optimization as the Interim Head of IT and Operations for a two-year project. Key actions included:
- Implementing a modern booking and customer management software.
- Streamlining workflows with data analytics to track performance metrics like booking accuracy.
- Training staff comprehensively for seamless adoption. Acute PMC’s proprietary platform ensured consistent progress throughout the engagement.
The Results:
- Cut booking errors by 40% and raised customer satisfaction by 20% with a reliable system.
- Boosted monthly appointments by 25% and reduced operational costs by 15%.
- Built a scalable IT foundation, enabling plans for a second location.
Why Acute PMC:
While typical consultants might suggest a tool and leave, Acute PMC delivered a hands-on strategist who drove the transformation, securing lasting success.
Client Perspective:
The spa team felt transformed. “It’s like we went from a flip phone to a smartphone overnight—everything just works now,” shared
Jessica M., Operations Manager.