Optometry
Case study
Every patient who didn't rebook was a silent loss. We built the system that wins them back.
Briggs Vision Group had no way to follow up with patients who drifted off after an exam. The audit found how much that silence was costing them. Then we built the fix.
Briggs Vision Group
What we walked into
Briggs came to us the way most of our clients do: nothing was obviously broken, but the practice was working hard to fill the schedule while patients it had already earned were quietly slipping away. Once a patient finished an exam and didn't book their next visit, nothing happened. No one called, no one wrote. The front desk was busy with the patients in front of them, and nothing was watching the ones who had gone quiet. We ran the audit the way we always do, structured interviews with the people who actually do the work, context first, then numbers.
What the audit found
The audit walks every process and asks four questions: where is time sitting, where are people doing what software should, where is work done twice, and where is money slipping out.
Time leak
Lapsed patients sat untouched for months because following up was always something to get to later, and later did not come.
Manual work leak
The rare follow-up that did happen was a one-off email typed by hand at the front desk, with no sequence behind it.
Rework leak
To replace a patient who quietly lapsed, the practice paid to acquire a new one, earning the same patient twice.
Money leak
Every patient who finished an exam and was never followed up with was recurring revenue the practice simply let go.
What we built
The ranked findings pointed at one fix, not fifty. We built an automated reactivation system. When a patient goes dormant, an exam done with no next visit booked, the system picks them up and runs a follow-up sequence over email and SMS, written in the practice's voice, until they rebook or opt out. The front desk no longer has to notice who has gone quiet. The system already has.
Where it landed
Briggs no longer loses patients to silence. Lapsed patients are followed up automatically instead of forgotten, and the practice spends less to refill a schedule it can now hold onto.
Every engagement starts the same way: we find where the money is leaking.
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