Skip to content
← All case studies
Cash-pay wellness clinic · Buffalo NY

Flow Wellness

We hired a small AI team at Flow Wellness — Rev (Front Desk Lead), Pax (Missed-Call Triage), and Vega (Dead-Lead Reactivator). The three KPIs that moved: missed-call recovery rate, consult-to-book rate, and dead-lead reactivation. We did not increase ad spend. Every gain came from stopping the leaks in the existing flow.

60%+
Missed-call recovery lift
8%
Dead-lead reactivation rate
↓
Ad spend delta
Before

What the setup looked like.

Flow Wellness is a cash-pay clinic in Buffalo NY. Pre-install: ~35% of inbound calls went to voicemail or rang out. No automatic text-back. CRM was Google Sheets + a Calendly. No after-hours coverage. The clinic was profitable but leaking.

What we installed
Phase 01 — Discovery + audit
Listened to sample calls. Identified missed-call leak as the #1 issue (not the ads, which most agencies would have told us).
Phase 02 — CRM operating layer (GHL)
Migrated from Sheets to GoHighLevel. All lead sources piped in. Automated text-back fires within 60 seconds.
Phase 03 — AI receptionist
HIPAA-configured Synthflow agent for after-hours + overflow. Books consults, routes urgent calls.
Phase 04 — Paid campaign
Re-launched Meta with a single offer + single creative. Killed underperforming ad sets we'd been running in parallel.
Phase 05 — Dead-lead reactivation
Pulled contacts who'd inquired 90+ days ago and never booked. 3-message SMS + email sequence with a re-activation offer.
The numbers

What moved.

KPI
Before
After
Delta
Missed-call recovery
~25%
85%+
+60pp absolute
Consult-to-book
baseline
lifted
Meaningful gain
Dead-lead reactivation
0% (never tried)
8% wake-up
Net-new revenue from already-paid-for leads
Ad spend
baseline
DOWN
Killed underperforming sets
The lesson

None of this required new patient flow. We had the demand; we were losing it in the front-of-house. The fix was mechanical: hire a Missed-Call Triage employee who fires text-backs in 60 seconds not 60 minutes, hire a Front Desk Lead who covers 9 PM calls so they don't die, hire a Dead-Lead Reactivator to re-engage leads we already paid to acquire. This is the install we now sell to other clinics.

Operator's own clinic (NOT a Thresia client — proof of system). Actual Thresia client case studies will be added as pilots close and clients consent to publication.

Want this for your clinic?

Book a 15-min call →