Sono Bello Gains $1.5M in Monthly Revenue with SMS Virtual Agents.

Sono Bello is an industry leader in cosmetic surgery, with over 60 locations across the United States. They’re all about providing top-notch care and support throughout every step of the patient journey.

Problem

Before working with Capacity, Sono Bello relied on phone calls and emails to confirm, change or cancel appointments. Despite sending multiple confirmations and reminders, the company continued to face a high number of patient no-shows.

With limited staff and time, every missed consultation was a lost opportunity to help someone in need of treatment. Because Sono Bello’s business relies on booked appointments, clear and convenient communication is essential to revenue growth.

Sono Bello also needed to ensure their customers felt comfortable and cared for throughout their experience:

“Cosmetic surgery is a sensitive topic. Patients don’t want to say their age, weight, and body mass index out loud. They’re in meetings with coworkers. They’re out to lunch with friends. They want a more discreet way to provide this information. Text messages are perfect for that.” – Tim Surowiecki, Chief Marketing Officer at Sono Bello

Solution

To scale their customer communication and improve appointment attendance, Sono Bello worked with Capacity to create a customized SMS virtual agent solution.

Sono Bello introduced SMS in several ways: 

• Business texting across all Sono Bello locations
• Convenient, quick support over SMS, where patients can easily ask questions, reschedule, cancel, and follow up
• Text-based marketing campaigns to engage new prospects
• More efficient, empowering experiences for customer service agents

Before, Sono Bello staff could only help one patient at a time. Now, they support multiple customers at once by switching between text conversations. Plus, since SMS isn’t tied to Sono Bello’s open hours, patients can cancel, reschedule, or ask questions whenever they want.

“Nothing falls through the cracks, and responsiveness is really great. We have two or three people available that can respond to patients quickly. If we leave our patients a voicemail, we might never hear back from them at all. Capacity is a game-changer.” 

– Eric O’Brien, VP of Technology at Sono Bello

Results

Since launching Capacity’s solution, Sono Bello has seen:

• Show rates increase by a dramatic 9%, leading to 500 more “patient shows” per month
• A $1.5 million increase in monthly incremental revenue
• Capacity-enabled engagement campaigns generate $250K in incremental revenue per month

Many Sono Bello patients begin their journey by filling out a web form to get further information or schedule a consultation. From there, the Sono Bello team uses Capacity to automatically initiate personalized drip campaigns via text that patients can respond to. Sono Bello also introduced a same-day text confirmation program for current patients, replacing previous email reminders with a timely, helpful nudge.

By streamlining communication and automating patient outreach, Sono Bello has not only managed to improve the patient experience but also unlocked significant revenue growth. With Capacity as a trusted partner, they’re proving how SMS solutions can drive real results.