CRM for a beauty salon chain: booking, client base and retention

Challenge

A five-salon chain kept bookings in paper journals and a third-party app charging per stylist. The client base was scattered: front desks didn’t know who visited a year ago or why they vanished. No-shows ate up to 20% of slots.

Solution

We built a CRM around the chain’s flow: online booking by stylist and service, a real-time schedule across all locations, a client card with visit history, favorite stylist and notes. Cascading reminders: Telegram a day before, SMS two hours before, one-tap confirmation. “Inactive 60+ days” segments get a personal offer automatically.

Result

No-shows dropped 70% — confirmations work. Retention grew from 34% to 52% on reactivation chains. The chain left the per-seat subscription behind: its own system paid back in 11 months and scales to new locations for free.