From first inquiry to payment, one customer's context

The situation

One customer's history is spread across many screens

A customer first asks by Instagram DM, continues on KakaoTalk and books by phone. Conversations stay in each messenger, bookings in the booking program and payments in the billing program.

When the customer returns, the consultation manager jumps between screens to find past conversations, treatments and payments.

Step by step

Laney's part at each step

1. 01 · Inquiry

   Every channel feeds one customer record

   BeforeDMs, KakaoTalk chats and calls were kept apart by channel, so it was hard to tell they came from the same customer.

   With Laney

   Inquiries from Instagram DM, KakaoTalk, the website and the phone arrive in one inbox and build up on one customer record by contact details. Laney answers routine questions first and keeps each conversation on record.

   • Every channel in one inbox
   • Let AI guide routine inquiries
   • Patient records in the CRM

2. 02 · Consultation

   The consultation manager picks up from past conversations

   BeforeThe manager asked the customer again what they had asked, and dug through messengers for past conversations.

   With Laney

   When staff take over, they see the conversations so far, the treatments the customer is interested in and what Laney has already explained, all on one screen.

   • Staff step in when needed
   • Patient records in the CRM

3. 03 · Booking

   The booking happens inside the consultation

   BeforeAfter the consultation, the booking was made again by phone and entered separately in the booking program.

   With Laney

   Laney offers only open times and confirms the booking in the conversation. The booking stays on the customer record next to the consultation.

   • Only open times are offered
   • Booked within the conversation
   • Bookings land in your CRM

4. 04 · Visit and payment

   Visits and payments join the same record

   BeforePayments lived only in the billing program, and staff matched them to consultations by hand.

   With Laney

   When the customer visits, has the treatment and pays, the payment comes in from the connected EMR and billing system and joins the same record. Staff see in one flow which inquiry and consultation led to which treatment and payment.

   • Patient records in the CRM
   • Appointment management

5. 05 · Return

   The next message follows the customer's context

   BeforeThe manager remembered or noted when the next treatment was due and contacted customers one by one.

   With Laney

   Aftercare goes out after the treatment, and a return invitation when the next one is due, by KakaoTalk message. Recipients are found from past consultations and payments.

   The manager asks the admin AI, "Show me last month's lifting customers who haven't booked their next visit," and checks the list.

   • Keep patients informed before and after a visit
   • Routine work that runs on your conditions
   • Ask for the task you need

What changes

No starting over with the customer

Whatever channel the customer comes back on, staff pick up from past conversations, bookings and payments.

Also:

• Inquiry to payment in one flow The customer record shows which inquiry led to which booking and payment.
• Follow-ups fit each customer Aftercare and return invitations go out based on the treatments received and payments made.