Revitalizing Patient Engagement: True Sports Physical Therapy
Defiance revitalizes strategic intake and digital enhancements, leading to a 150% increase in evaluations and a stunning 751% ROI, generating $2.4M in customer lifetime value from a $315K investment.
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Established in 2014, True Sports Physical Therapy has expanded to 14 locations, employing a dedicated team of 45 therapists specializing in high-quality care for sports-related injuries and rehabilitation.
We identified several shortcomings in their lead ingestion process during the onboarding process. These inefficiencies posed a significant risk, potentially deterring prospective patients from completing their engagement with the practice.
To address these challenges, we implemented several strategic enhancements:
Strategic Enhancements:
- Formation of a Dedicated Intake Team: We established a remote team focused exclusively on patient intake, streamlining the process and improving first-contact experiences.
- Optimized Ad Placement: We increased the visibility and accessibility of booking options by adding 'Book Now' buttons on Google My Business and enhancing the booking features on the company website and third-party platforms.
- Integration of Calendar Systems: We implemented a two-way sync between the practice’s master calendar and third-party booking platforms, ensuring seamless and uninterrupted appointment scheduling.
- Digitization of the Intake Process: By moving the intake process online, we alleviated the workload on the front desk, making the process more efficient.
Campaign Results
150%
Increase in Evaluations
+40%
Online Bookings
751%
ROI
$2.4M
Customer Lifetime Value
Results:
The results of these initiatives were profound. In just five months, there was a 150% increase in initial evaluations booked via phone. Additionally, we saw a 40% increase in leads from other digital booking methods. These improvements generated an impressive total ROI of 751%, valued at $2.4 million.
- 150% Increase in initial evaluations booked via calls in the last 5 months
- +40% Additional Leads generated from new booking channels
- 751% ROI for the practice
- $2.4m generated CLV (customer lifetime value) generated from $315k spend.
Client insights
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