70% More Appointments and 55% Fewer No-Shows: VA Health & Wellness’ Multi-Channel Success

Client Snapshot

• Client: VA Health & Wellness Weight Loss Center
• Industry: Healthcare
• Location: United States
• Campaign Duration: 21 months
• Primary Challenge: Zero new client acquisition due to failed generate new leads and appointment setting services
• Our Solution: Comprehensive lead generation and systematic appointment setting process

About VA Health

Located in the U.S., VA Health and Wellness provides a comprehensive weight loss program featuring medical-grade injections, customized nutrition, exercise guidance, and hormone balancing. They offer both in-person and televisit appointments, making their services accessible to a wide audience. A $100 new patient discount incentivizes first-time clients to join their program.

Challenges

VA Health and Wellness struggled with significant barriers to acquiring new clients due to inefficiencies in lead generation and appointment setting:

• Lack of New Clients: The company faced a critical shortage of new patients, stunting business growth.
• Ineffective Lead Generation: Existing marketing efforts failed to attract high-quality leads interested in their weight loss program.
• Poor Appointment Conversion: Many leads did not progress to booked appointments due to inadequate follow-up processes.
• Missed Appointments: High no-show rates for scheduled calls and in-person visits disrupted patient onboarding.
• Follow-Up Gaps: The absence of a systematic approach to re-engage missed appointments or leads led to lost opportunities.

Objectives

The campaign aimed to address VA Health and Wellness’s core issue of acquiring new clients by improving lead generation and appointment setting. Specific objectives included:

1. We generated and converted high-quality leads into booked appointments.
2. Ensured timely and effective communication with leads to drive interest in the program.
3. Reduced missed appointments through proactive follow-ups and reminders.
4. Simplified lead tracking and management using the client’s provided CRM.
5. Converted booked appointments into paying clients to drive revenue growth.

Strategy to Overcome Challenges

CallingAgency designed a targeted 21-month campaign to tackle VA Health and Wellness’s challenges, focusing on generating high-quality leads and securing appointments:

• Facebook & Instagram Ads: We ran highly targeted ad campaigns on Facebook and Instagram to reach local audiences actively seeking weight loss solutions. Each ad highlighted the $100 new patient discount and program benefits, with clear calls-to-action to schedule consultations.
  
  
• Email Marketing: Personalized email sequences were created to nurture leads and re-engage those who missed appointments. Messaging highlighted success stories and simplified the booking process to encourage conversions.

• Paid Advertising (Google): In addition to social platforms, we leveraged Google Ads to capture high-intent searches related to health and wellness, ensuring VA Health and Wellness was visible when prospects were ready to take action.

Appointment Setting Strategy

• Contacted new leads within 24 hours via phone and email to schedule initial consultations or televisions.
• Offered both in-person and virtual appointment slots to suit patient preferences.
• Implemented SMS and email reminders 48 and 24 hours before appointments to reduce no-shows.
• Established a dedicated process to promptly follow up on missed appointments, pre-screening questions, and used personalized outreach to rebook within 48 hours.

Results

The 21-month campaign delivered transformative outcomes for VA Health and Wellness:

• 191 sales qualified leads in 21 months with an average of more than 9 SQLs per month
• Increased new patient appointments by 70%, significantly expanding the client base.
• Achieved a 35% lead-to-appointment conversion rate, up from 10% prior to the campaign.
• Cut missed appointment rates by 55% through effective reminders and rescheduling efforts.
• Generated 1,500 high-quality MQL leads monthly through combined marketing channels.
• Boosted service purchases by 50%, driven by a streamlined appointment-setting process.

Why It Worked

The campaign succeeded due to a strategic, client-focused approach:

• Targeted Multi-Channel Outreach: Combining cold calling, email, paid ads, and LinkedIn ensured a broad reach and consistent engagement.
• Personalized Communication: Tailored scripts and emails resonated with leads, addressing their specific health goals.
• Efficient Appointment System: A dedicated process for scheduling and rescheduling appointments minimized missed opportunities.
• CRM-Driven Workflow: Seamless integration with the client’s CRM ensured no lead was lost and follow-ups were timely.
• Continuous Optimization: Regular performance analysis allowed us to refine strategies, improving conversion rates over time.

Sample Workflow

1. Lead Acquisition: Leads are captured via paid ads, LinkedIn, or website inquiries and entered into the CRM.
2. Initial Contact: Leads receive a personalized email and a follow-up call within 24 hours to discuss the program and book an appointment.
3. Appointment Scheduling: Patients are offered in-person or televisit options, with the $100 discount highlighted.
4. Reminder System: Automated SMS/email reminders are sent 48 and 24 hours prior to appointments.
5. Missed Appointment Recovery: Missed appointments trigger immediate outreach via call and email to reschedule within 48 hours.
6. Post-Appointment Engagement: Follow-up emails encourage service purchases and ongoing participation in the program.