Dr. Tunde Adejuni, MD - Chicago Plastic Surgery
Chicago Plastic Surgery had demand, but response speed and follow-up consistency were limiting bookings. We installed an intake system that captures missed calls, responds instantly to web inquiries, and keeps leads warm until they book
The Challenge
The practice was competing in a high-choice market. When response wasn’t immediate, prospects moved on.
High intent leads calling after work and hitting voicemail
Form inquiries coming in at night with no instant response
Staff doing their best but follow-up depended on bandwidth
Leads asking common questions (pricing ranges, recovery windows) then bouncing
Reviews not compounding fast enough to support conversion
The Solution
We installed a “single system” approach: every inquiry enters one pipeline and gets handled the same way.
1) Call Capture + After Hours Coverage
Missed calls are captured immediately instead of lost
Clear handoff notes sent to staff for fast follow-up
2) Web Chat + Short-Form Capture
Captures name/phone + procedure interest without long intake friction
Routes to staff or booking path based on intent
3) SMS Concierge + No-Show Reduction
Confirmation texts and reminders
Follow-up sequences that stop when the lead books (no spam)
4) Review Capture System
Simple post-visit text request with link
Private escalation path for unhappy patients
The Result (Targets / Benchmarks)
Targets we install toward (first 30–60 days):
Capture Rate: 95%+
Contact Rate: 70–85%
Booking Rate: 12–20% (depends on procedure mix + calendar availability)
Response Time: under 5 minutes acknowledgment on web inquiries
Review Growth: steady weekly lift to strengthen conversion over time
