A custom CRM and spa management system built around the member journey.
We brought member records, bookings, follow-up and reporting into a custom CRM and management platform designed around Breathe's operating workflow, with automation supporting repetitive administrative tasks.
- +42%
- repeat bookings
- -60%
- time spent on admin
- 360°
- member view
The challenge
Member data, bookings and follow-up were spread across separate tools and spreadsheets. The team spent significant time coordinating work manually and lacked a complete view of each member's history and engagement.
Systems we built
Connected capabilities designed around the client's workflow, customer journey and commercial priorities.
- Custom CRM structured around the member journey
- Integrated spa management and scheduling platform
- Automated follow-up, reminder and retention workflows
- Unified membership, booking and revenue reporting
The methodology
A clear path from diagnosis and delivery to measurement and continued improvement.
Operational Discovery
We mapped memberships, treatments, bookings and renewals, then designed the CRM and management workflows around how the spa actually operates.
Rollout Plan
A staged plan covered the CRM foundation, management tools, automation workflows and team onboarding while protecting continuity in daily operations.
System Delivery
We built and deployed the CRM and management platform, migrated member data and introduced team-controlled automation for follow-up, renewals and reminders.
Operational Measurement
Retention, repeat bookings, renewal activity and administrative time were measured against the pre-system baseline.
Management Reporting
Management gained a unified view of memberships, revenue and team activity without rebuilding reports manually at the end of each month.
Member Re-engagement
Lapsed and low-activity members could enter relevant re-engagement journeys based on their status and previous activity.
Project evidence
Screenshots and recordings from the delivered platforms, campaigns and workflows.
Real screenshots and recordings from this project are being added.
Custom CRM dashboard
ScreenshotSmart booking and scheduling
ScreenshotManagement system screen recording
Screen recordingThe result
Breathe now manages members, bookings and follow-up through one connected platform. The custom system reduced administrative time, improved visibility across the member journey and supported stronger repeat-booking performance.
Services involved
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