Health Tech · Ops
Reserve & Release — first-time customer acquisition engine.
Quadrupled first-time customer count in 90 days by holding peak-hour slots — and releasing them when no one bit. Cut staffing schedulers by 75%.
Client
Skin Laundry
Year
2023
Discipline
Health Tech · Ops
The problem
Where it started.
First-time customers are the lifeblood of Skin Laundry. They were also the customers who couldn't book. Returning members took every prime evening and weekend slot before new patients ever saw the calendar. The result: stalled top-of-funnel and a scheduling team manually massaging openings across 40+ clinics.
The build
What we shipped.
Designed Reserve & Release: an admin layer that holds a quota of peak-time slots for first-time customers, then releases them back to the general pool if they go untaken inside a defined window. Built with an admin panel for clinic ops to tune the rules per location, per service, per day-of-week.
The result
What it did.
Quadrupled first-time customer count in the first 90 days. Outpaced 2024 FT acquisition forecast inside two quarters. Reduced the staffing scheduler team by 75% — the manual work disappeared into the rules engine. Material lift to FT revenue across the chain.
4×
FT customers in 90 days
−75%
scheduler headcount
40+
clinics live
