Featured Use Case: Clinic Manager
How Juvea Medical transformed their clinic operations with Pabau
Juvea Medical are a multi-award winning medi-aesthetic clinic on Harley Street in London. They offer a wide range of non-surgical treatments – from Botox, to Laser Skin treatments, Tattoo removal, and much more.
As a high-end London clinic, Juvea understood that the client experience outside of the clinic was just as important as the treatment itself. They wanted a seamless end-to-end patient journey, and sleek operations that took advantage of technology.
Originally using a non-specialist CRM lacking the processes unique to the medi-aesthetic industry, and that their staff found difficult to use, it was time for a change.
- Industry: Medi-aesthetic
- Location: United Kingdom
- Key feature: Online Booking
The problems that Juvea Medical were facing
Having already faced low staff adoption of their old CRM system, Juvea knew they needed a system that was both powerful and easy to use.
The problem was that their old system wasn’t intuitive, and there wasn’t enough training, so no-one knew how to use it.
As a result there was very limited visibility over what was happening in the business, and Roxanne Merchant, their new Head of Operations, knew that it needed to be changed.
As a professional with 16 years in the industry, Roxanne knew exactly what the team needed:
- A streamlined and automated patient journey
- Exact daily revenue reports
- Lead management tools that convert information to contacts
- An easy-to-read clinic diary that could book appointments super fast.
“The biggest challenge I faced when I started at Juvea Medical and MATA Training Academy was a clinic management software that was really clunky, and wasn’t easy for people to use.”
“From new clinic management software, I wanted it all. I wanted something that was very intuitive to use, I wanted a clinic diary that was fast and efficient to book, but one that also communicates with clients very effectively.”
Head of Operations, Juvea Medical
How Pabau helps clinic managers
Communication tools that improve the client experience
Increased productivity and less time wasted on admin tasks
Improved visibility of your overall business performance
User-friendly - it’s a system your staff will actually use
Why Juvea Medical decided to use Pabau
Roxanne already knew about Pabau having used it at a previous cosmetic surgery and was, in her words, “super impressed”.
When she moved to a new aesthetic practice, she took Pabau with her.
And when she joined Juvea Medical Academy and MATA Training Academy, it was “the first clinic software that I looked at… and actually the only clinic software I looked at.”
“After 16 years of using about 20 different client management software systems, this is the only one I can honestly say does it all, and does it all very well. There isn’t a single feature I’m not happy about.”
Head of Operations, Juvea Medical
“Everything Pabau does, they do very very well. Every feature is imperative to our business. We use nearly every part of their whole entire software. Everything in Pabau will run your clinic very, very efficiently.”
Head of Operations, Juvea Medical
For Roxanne, Pabau stood out because the clinic diary is very manageable, fast and efficient (exactly what you need in a fast-paced clinic setting).
In her words, “It’s very user friendly, very intuitive and has everything you could ask for in a clinic management system.”
This includes:
- Communication tools that let you text and email patients, delegates and models
- Revenue reports for key business insight
- Inventory management that also supports training academy courses
- A clinic diary that’s very fast and very user friendly for booking appointments
Fully managed process for switching systems
As a successful clinic with over 20,000 patients and years of historical data to transfer, switching to a new clinic management system could seem daunting.
However, despite these challenges, Juvea Medical’s data migration was fully managed by the Pabau onboarding team, and took just 3 weeks from start to finish.
This meant that instead of worrying about troublesome data issues, Juvea could focus on training the team to use the new system for a smooth and seamless transition.
“There’s always someone available to help and the onboarding team make everything seamless. I didn’t even have to do anything when I transferred my data from another system. They basically logged on and did it all for me.”
Head of Operations, Juvea Medical
Full visibility for a clearer operational understanding
Pabau’s all-in-one clinic management software has helped Juvea Medical to understand how efficient their clinic operations are. It allows them to know what’s working and what isn’t – and react accordingly.
Without clinic management software, the patient journey suffers too, as Roxanne’s quick to point out. Without the right software in place, you’ll:
- Miss out and forget clients
- Have poor communication
- Work harder to get repeat business
- Leave your patients in the dark
A clinic management system is vital if you want to build trust with patients and earn their loyalty.
“If you can’t see what’s happening, you don’t have control in your business. If you can’t see what’s happening in your business… how can you manage it?”
Head of Operations, Juvea Medical
The results
Deploying Pabau was one of the first things Roxanne did when she took over as Head of Operations at Juvea Medical and MATA Training Academy, and they quickly saw significant improvements.
In Roxanne’s words, there were too many to pinpoint, because “the whole system has been so beneficial to almost every area of our business.”
In a relatively short time, Juvea have reduced their unnecessary admin, ditched old spreadsheets and got a much clearer understanding of the whole business.
Tasks have been streamlined, and almost every step in the patient journey has been automated, making it more organised and more uniform for greater quality control.
Importantly, Juvea Medical also quickly overcame their staff adoption issues because “Pabau encourages you to use features everyday as part of your routine,” which as Roxanne pointed out, can be one of the biggest challenges with clinic management software – especially for established teams.
“Since deploying Pabau, our operations have become a lot more efficient. We have much better productivity and we have a lot less wasted manpower hours. We’ve got a lot more visibility over our business, so we can see exactly what’s happening at all times.”
Head of Operations, Juvea Medical
Easy life?
Easy choice.
"I would highly recommend Pabau to other clinic’s because if you want an easy life, then this is the only client management software to use."
Head of Operations, Juvea Medical