Hand & Stone: HyperConnect & SmartBot

Seven locations. 42,000+ calls handled. Zero blind spots. Data: November 2025–January 2026. Locations: Naples-Founders Sq and South Naples (FL); Geneva, Naperville-75th, Naperville-95th, Orland Park and Wheaton (IL).

“I believe HyperConnect has made our business better. It has been an investment, but one that continues to pay dividends for our organization, from both a revenue and operational perspective.”
— Aaron Henderschott, Multi-Unit Franchisee, Hand & Stone Massage and Facial Spa

The Challenge

Hand & Stone's multi-unit franchise was operating largely in the dark. Missed calls were invisible — there was no easy way to access data without a cumbersome external dashboard. The team relied entirely on clients leaving voicemails, losing revenue with every unanswered ring. After-hours bookings slipped away completely, and hours of manual call recording review were needed just to assess front desk performance. With no real-time visibility across locations, franchise owners couldn't identify problems or opportunities without being physically present at each spa.

The Solution

Zenoti's HyperConnect and SmartBot gave the franchise complete visibility and after-hours revenue capture across all 7 locations.

• Surface missed call data, sentiment scores and transcriptions automatically
• SmartBot books appointments and handles cancellations after hours
• Call forwarding between locations — never miss a booking, even during outages
• Replace hours of manual call recording review with automated call analysis and coaching insights

Franchisee Perspective

Visibility & Blind Spots

Before HyperConnect, missed calls were nearly impossible to track. The franchise depended entirely on clients leaving voicemails with no accessible data across locations. HyperConnect eliminated that blind spot instantly.

Operational Advantage

HyperConnect surfaces richer client context during booking and membership calls. Call forwarding between locations during outages has ensured zero lost appointment opportunities.

Data That Empowers

The real data — missed calls, unbooked interactions, guest journey gaps — confirmed existing intuitions and gave teams objective, actionable evidence to drive measurable improvement.

SmartBot: Revenue After Hours

SmartBot actively drives bookings when spas are closed, handles rescheduling and cancellations, and saves front desk staff meaningful time — already contributing positively to the bottom line.

Results

• $13K+ booked via SmartBot.
• 4,000+ missed calls captured.
• 3,000+ new guest profiles.
• 42,000+ calls handled.
• 40+ staff hours saved.