A 30-year-old medical aesthetic clinic in Quebec City wanted to modernize and grow. We analyzed its services and customers, rearchitected its digital operations, and built a fully custom suite — clinic portal, CRM, patient management, an AI chatbot, and a client-coaching text platform. Within a year, all-in net profit grew 30% and daily high-margin appointments grew 200%.
- Timeline
- ~1 year to reported results
- Scope
- End-to-end — service strategy, analytics, and a full custom application suite
- Decision Type
- Strategic
- Technology
- Custom internal clinic portalCustom CRM & patient managementAI chatbotCustom SMS client-coaching platformWebsite redesignBusiness analytics
What problem existed
A well-established clinic offering many services suspected its service mix and day-to-day operations were leaving profit on the table — while its digital presence and internal tooling had fallen behind.
Why it was difficult
Founded in 1989, the clinic had served thousands of clients on a reputation for superior service, but ran on aging digital infrastructure. The mandate was to create meaningful change early while staying scalable and flexible as the business grows — and to do it against a real budget-versus-value trade-off, in the middle of the pandemic.
What had to be decided
Which services to keep, scale, and stop offering. The clinic's own data showed where client value and profitability actually overlapped — and where they didn't. The owners made the call to reshape the service mix around that overlap, letting go of services that consumed resources without returning them, and rebuilding operations and technology to deliver the ones that did.
What we made possible
We worked closely with the owners to understand their core values, their team, and the local market. In an ideation and discovery phase we identified the digital footprint as strategically critical and surfaced a large body of data to analyze. From it we determined which services clients valued most, balanced against the operational resources each required, and reshaped both the service mix and the digital ecosystem around that insight.
What we built
We architected a full digital ecosystem and built a suite of applications custom to the clinic's challenges — a fully customized internal clinic portal, a custom CRM and patient-management system, an AI chatbot, a redesigned web presence, and a custom text-messaging platform for client coaching — designed for early impact with room to scale, and validated through iterative testing aligned to the owners' core values.
The business result
Within one year, analytic insights and the new digital ecosystem drove a 30% increase in all-in net profit and a 200% increase in daily high-margin appointments booked — growing the business significantly through the pandemic while modernizing operations and the client experience.
What remained after the engagement
The clinic still runs on the custom platform and the reshaped service mix today. The deeper pattern — using a business's own data to decide what it should offer, then building the operations to deliver it — became a repeatable part of how we work.
Founder's Note
"We appreciated the opportunity to work with a local 30 year business looking to reinvent themselves. Not only did we work on digital development & aesthetics, we helped the business review their services and customers in a unique way that changed what they offered, ultimately growing the business significantly throughout the pandemic."
— Dr. Barus, Founder & President
What we achieved
The largest gains came not from software alone but from using data to change what the business offered — reshaping the service mix around what clients valued and what was actually profitable, then building the technology to deliver it.
A 30-year-old business reinvented itself by pairing hard analytics with custom-built software — proof that the decision worth changing is often what you offer, not just how you run it.
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