Stonefarms
The challenge
A growing network of wellness clinics was losing significant revenue to missed appointments every week. Their existing process relied on manual phone reminders that patients routinely ignored or forgot.
What we did
We built an online booking platform with intelligent automated SMS and email reminders, cutting no-shows dramatically and giving clinic staff back hours they previously spent on manual calls.
Overview
Stonefarms is an appointment booking and patient communication platform built for wellness and outpatient clinics. Patients book their own appointments online and receive automated reminders that significantly reduce no-shows.
The Problem
Stonefarms Wellness was managing appointments almost entirely by phone. Staff spent hours each week calling patients to confirm upcoming visits — and still had a no-show rate above 30%. Every missed appointment meant lost revenue and a wasted slot that another patient could have filled.
Our Approach
We identified two core problems: friction in booking (patients had to call during business hours) and ineffective reminders (a single phone call is easy to miss).
For patients
- Online booking available 24/7 via mobile or desktop — no phone call required
- Appointment confirmation sent immediately via email and SMS
- Automated reminder sequence: 48 hours before, 24 hours before, and 2 hours before
- One-tap rescheduling from the reminder message, no login required
For clinic staff
- A unified dashboard showing upcoming appointments, cancellations, and open slots
- Manual override tools for adding walk-in or emergency appointments
- Reporting showing booking trends and no-show rates over time
Key Features
- 24/7 online booking — patients book when it's convenient, not just during business hours
- Multi-channel reminders — SMS and email sequences with configurable timing via Twilio
- No-login rescheduling — patients confirm or reschedule from a link in their reminder
- Staff dashboard — clean, minimal interface for managing the full appointment calendar
- Stripe deposits — optional deposit collection at booking to reduce casual no-shows
Results
Within the first month of launch, the clinic's no-show rate dropped from over 30% to under 10%. Staff reclaimed roughly 12 hours per week previously spent on manual reminder calls. Online bookings became the primary channel, surpassing phone bookings within 6 weeks.
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