A group of six stores and three day spas had years of customer data it could not use. We connected it — and turned existing customers into $640K of new revenue.
- Client
- Independent retail & wellness group — 6 stores and 3 day spas
- Region
- Southern Africa & Middle East
- Timeline
- Ten weeks, every store and spa
- Practices
- CRM & ERP · Data Intelligence · AI Automation
Where it leaked.
Store sales, spa bookings and online orders lived in separate systems. No one could see who was buying, who had stopped coming in, or which enquiries were never followed up.
- 01
A regular spa client looked like a stranger at the store next door.
- 02
Clients who stopped rebooking were never noticed, let alone won back.
- 03
WhatsApp and website enquiries had no owner and no follow-up.
The system.
One connected CRM across the stores and spas, with automatic rebooking reminders and follow-up that never forgets.
One customer record
Tills, the spa booking system and web forms feeding a single, de-duplicated CRM.
Automatic rebooking & win-back
Treatment reminders, lapsed-client offers and follow-up by SMS, WhatsApp and email.
Location scorecards
Retention, rebooking and repeat spend per store and spa, live for the owners.
Ten weeks, every store and spa.
- Weeks 1–2
Diagnose
Mapped customer data across every system and sized the retention gap.
- Weeks 3–7
Build
Unified CRM, data migration and the first rebooking journeys, piloted at one spa and two stores.
- Weeks 8–10
Roll out
Every store and spa live, staff trained, scorecards in weekly reviews.