RMT Clinic Reduces No-Shows by 40% with Automated Reminders
The Problem
A registered massage therapy clinic with three practitioners was losing $1,200–$1,500 per month to no-shows and same-day cancellations. Appointment slots were going unfilled with zero time to rebook, and there was no system to follow up with clients who'd gone quiet. Front desk staff were making manual confirmation calls the day before — unreliable and time-consuming.
Key Pain Points
- $1,200–$1,500/month in lost revenue from no-shows and cancellations
- Manual confirmation calls — no consistency, no record
- No automated rebooking prompt when a client cancelled
- Clients who hadn't visited in 60+ days were never contacted
Our Approach
We connected their existing booking software (Jane App) to an automated multi-step reminder and rebooking workflow. Clients now receive an automated confirmation at booking, a 48-hour reminder, and a 2-hour morning-of reminder via SMS and email. When a cancellation comes in, an automated "would you like to rebook?" message fires within minutes. Lapsed clients (60+ days) receive a monthly check-in nudge.
Booking System Integration
Connected Jane App to Make.com automation platform to trigger workflows from booking events in real time.
Reminder Sequence
Built a 3-touch reminder flow: booking confirmation, 48-hour reminder, 2-hour morning reminder — SMS + email.
Cancellation Rebooking Flow
When a cancellation event fires, an automated message invites the client to rebook within the same week.
Lapsed Client Win-Back
Monthly automation identifies clients with no visit in 60+ days and sends a personalized check-in message.
Results Dashboard
No-Show Rate — Monthly Trend
Key Outcomes
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