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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.

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:

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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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