Years of leads. Zero systematic follow-up.
The clinic — a specialist body surgery practice offering liposuction, abdominoplasty (tummy tuck), and post-bariatric procedures — had been operating for six years. Over that time, they had accumulated 14,000 enquiries across their website, social channels, and referral programmes. None had been systematically followed up.
The average treatment value at the clinic was £4,800. With 14,000 archived contacts, even a 1% reactivation rate represented 140 procedures — over £670,000 in potential revenue from data they already owned. That calculation had never been made explicit. The contacts sat in a CRM that no one had time to work through.
New inbound enquiries faced the same problem as the old ones: the patient coordinators were stretched. Response times to new leads averaged 5 hours. When a prospective body surgery patient — typically someone who has been thinking about this decision for 6–18 months — finally submits an enquiry, that 5-hour window often determines whether the clinic gets the consultation or a competitor does.
The coordinators themselves were aware of the problem. In a team survey conducted before the STOAIX engagement, both noted that they spent the majority of their working week on initial enquiry responses — answering the same questions, chasing the same unanswered messages — leaving little time for the high-value consultation and relationship work that actually converted patients.
Segmented reactivation. AI-first inbound. Sales team freed.
STOAIX began with a full audit of the 14,000 archived contacts, segmenting them into four groups: enquiries within the last 12 months, enquiries from 1–2 years ago, enquiries from over 2 years ago, and post-consultation non-converters (patients who had attended a consultation but not booked).
Each segment received a distinct reactivation approach. Recent contacts received a personalised re-engagement message referencing their original enquiry and acknowledging the time elapsed. Older contacts received a fresh introduction framed around new procedures and updated pricing. Post-consultation non-converters — the highest-intent group — received a direct outreach from the "clinic team" acknowledging their previous consultation and offering an updated quote or second consultation.
The AI handled all outgoing messages and incoming responses in real time across WhatsApp and email. Contacts who replied were moved through a qualification flow — treatment type, desired timeline, budget comfort — and escalated to a coordinator only when they expressed clear booking intent. Everything else was managed by the AI.
In parallel, all new inbound enquiries were now handled by the AI within 4 minutes of contact — qualifying, educating, and booking consultation slots directly into the clinic calendar. The coordinators' calendars, previously blocked with admin, began filling with confirmed consultation appointments instead.
"We had a spreadsheet with 14,000 names and no plan for any of them. In ten weeks, STOAIX turned that into £680,000 of pipeline. I genuinely didn't believe those numbers were possible from data we already had. And our coordinators are finally doing the work they were hired to do — talking to patients who want surgery, not chasing people who haven't replied."
£680K pipeline. 68% of sales time reclaimed.
The reactivation campaign produced 434 confirmed consultation bookings from 14,000 archived contacts — a 3.1% conversion rate. With an average treatment value of £4,800 and a historical consultation-to-surgery conversion rate of approximately 35%, the reactivation campaign generated an estimated £680,000 in new surgical pipeline across 10 weeks.
Lead response time for new inbound enquiries dropped from an average of 5 hours to under 4 minutes. The clinic's consultation booking rate — the percentage of inbound enquiries that resulted in a confirmed consultation — increased from 18% to 41%.
The patient coordinators reported a 68% reduction in time spent on enquiry administration. Rather than spending the bulk of each working day on initial messages and follow-up chasing, both coordinators now focus almost exclusively on confirmed consultations, surgical planning support, and post-operative care. The quality of their consultations has measurably improved because they arrive at each one prepared rather than rushed.
The reactivation campaign continues to run on a rolling basis — every month, new cohorts of previously untouched archived leads receive a phased AI-driven outreach sequence. The clinic has for the first time a systematic approach to its historical data, turning what was previously a dead asset into a live revenue stream.