The before: a list of leads nobody worked
The clinic had thousands of old leads, people who once enquired and were never followed up. Email got ignored, calls took staff time nobody had, and the list just aged. Every name was a patient who had raised a hand once and been forgotten. The asset was huge; the effort to work it was the blocker.
Weeks 1-2: a two-way SMS reactivation pilot
We put a MyChatBot SMS agent on two locations, with services and pricing in a Product Spreadsheet and recall logic in Business Domain docs. The agent sent short, personal reactivation texts, answered the replies two-way, and booked return visits into Google Calendar, no call center, no scripts read aloud.
Weeks 3-4: rollout to 12 locations
With reactivation converting, we scaled the agent across all 12 clinics, each on its own calendar but one shared CRM. Every reawakened lead became a tracked record with a chat link, so head office could see exactly which locations the campaign was refilling.
Where humans stepped in
Medical questions were never improvised. Hand-off Control routed anything clinical or sensitive to staff via Flight Control in Telegram, and respected every opt-out instantly. The agent handled the volume of texting; the clinic handled care.
The result: 38% of lost leads recovered
In four weeks the clinic recovered 38% of its lapsed leads, bookings that would never have happened without a follow-up nobody had time to send. The aging list became the cheapest growth channel they had. The lesson: most "lost" leads are not gone, they are just un-texted.