Transforming Customer Experience for a Multi-State Medical Aesthetics Company
Challenge
For over two decades, the client, a trusted name in personalized aesthetic services in North America, faced several operational challenges that threatened to impact their growth trajectory and market leadership.
Key challenges included managing high call volumes with inconsistent customer handling during consultations; inefficient lead management processes; and the need to reduce average handling time (AHT) without compromising the quality of customer interactions. Additionally, maintaining consistent quality assurance (QA) across teams proved challenging as the business scaled.
Solution
In partnership with OP360, the company implemented a comprehensive transformation strategy focused on three key areas:
Team
Optimization
Dedicated Aesthetic Advisor (AA) teams were formed and specifically trained to handle inbound consultations and lead qualification. They were complemented by specialized Dialer and Concierge teams that streamlined appointment scheduling and follow-up processes, ensuring a seamless customer journey.
Process Improvements
OP360 developed customized call scripts that perfectly aligned with the client’s brand voice while implementing enhanced training programs focused on empathetic and effective client interactions. A real-time QA feedback system was established to continuously align performance with Ideal Image's strategic goals.
Technology Enhancements
The solution integrated advanced CRM systems, providing agents with comprehensive visibility into lead and client information. These sophisticated analytics tools enabled data-driven tracking of call performance and identified precise coaching opportunities for continuous improvement.
Results
The most striking outcome was the dramatic improvement in conversion rates, which more than doubled from Q1 to Q4 2024. This achievement resulted in an increase in the client’s revenue by 233%--demonstrating the effectiveness of the optimized sales approach and enhanced customer engagement strategies.
Through careful script optimization and process improvements, the partnership achieved a remarkable 50% reduction in AHT. Additionally, streamlined communication between internal and external teams significantly reduced escalations, leading to more efficient operations overall.
Looking ahead, the client is exploring opportunities to further leverage OP360's capabilities for outbound sales across multiple languages. OP360 is positioning AI-driven solutions to accelerate sales performance and optimize cost management, ensuring continued growth and efficiency improvements. The partnership maintains a steadfast focus on enhancing customer engagement and boosting retention rates, with both organizations committed to driving continued success in the aesthetic services market.
