Project overview
Halcyon Clinics runs three private clinics offering physiotherapy and sports medicine. Leads came from Google Ads, Meta ads and the website, but follow-up depended on whoever was on reception.
They wanted every enquiry answered instantly and a clear view of which marketing produced booked appointments.
Leads lost between click and booking
Three gaps stood out:
Slow follow-up
Weekend and evening enquiries waited until Monday.
Scattered leads
Enquiries arrived in three inboxes and two ad platforms.
No attribution
Nobody could say which ads led to booked appointments.
What success looked like
- Reply to every enquirywithin a minute, 24/7.
- Track every leadfrom ad click to booked appointment.
- Book more appointmentsfrom existing enquiries.
Our approach, step by step
- 1
Pipeline design Week 1
Designed a single GoHighLevel pipeline for all clinics, with stages from enquiry to attended appointment.
- 2
AI chat agent Weeks 2–3
Trained an AI agent on treatments, prices and clinic rules, with handover to staff for clinical questions.
- 3
Tracking Weeks 3–4
Connected ad platforms, forms and calls so each booking showed its source.
- 4
Training and launch Week 5
Trained reception teams and launched across all three clinics.
Before and after: key metrics
Lead handling in the month before launch vs month three.
| Metric | Before | After | Change |
|---|---|---|---|
| Average first response | 5.2 hrs | 42 secs | ▼ fast |
| Leads tracked to booking | 0% | 100% | ▲ 100 pts |
| Enquiries booked | 41% | 55% | ▲ 34% |
| Weekend enquiries answered same day | 15% | 100% | ▲ 85 pts |
The results
Booking rates rose as instant replies caught enquiries while patients were still looking.
“Every enquiry now gets an instant reply, even at the weekend, and we can finally see which ads fill our diary.”