Sono Bello grows with Zenoti’s beauty tech

My name is James Raysbrook. I'm the chief operating officer for Sono Bello. Today is actually my 13-year anniversary with Sono Bello. I joined the company back at the end of 2008, 2009 as the VP of business development, when we only had two centers in the U.S.

It's been an amazing ride here at the organization. And since that time, we've been able to grow to over 60 locations across the U.S. and employ over 1,400 team members, helping us achieve what we see as our vision of helping every woman and man live their best life by providing them a transformation through cosmetic surgery.

Being in elective medicine, we're at an intersection of where healthcare meets retail. Our existing CRM could not support the rapid growth and the vision we had for how we were going to serve our patients and our team members. One of the key things that got us there was that Zenoti was based in the belief that, number one, the system had to be extensible.

Number two, the belief that data-driven decisions are the best ones. And so we were very impressed with the backend analytics engine that the Zenoti team had built, and we felt we could leverage that to go forward.

Zenoti connect took a patchwork of systems that we had put together and built and put it into the Zenoti platform, which then not only relieved the technologic burden, but also enabled our team members to more proactively engage our patients and communicate with them in real time, which increased connection rate, our ability to just get them on the phone and have a conversation. It helped increase their satisfaction and awareness of what we needed for them and how we could serve them. And, quite frankly, it helped our waterfall of our arrival rates, show rates, et cetera.

The premiere engagement team brought that new feature to us, explained to us what it was, but then, because of the relationship we have with them said, "Hey, here's how we think this is going to work within your business, and here are some of the integration points that you need to be aware of.

From there, though, the premiere engagement team put together a wonderful series of training documents that we were then able to take and use to train our trainers who then trained our team members across the U.S. And so, it absolutely reduced our labor need to support the system.

On escalation management, it's been phenomenal. Concerns that come in, our premiere engagement team, handles it, tracks it, resolves it. But I think, even more importantly, they analyze that to determine how to avoid it in the future and work very closely with us to make sure that that's the case.

You know, we feel very well taken care of. We feel like family. We can sit down and have the conversations about what isn't working or working; we can be better. And I feel like Zenoti has been a great partner. All right, we're on board with you. Let's walk!