Scaling Medical Spa Franchises with Salesforce: How a Leading Medical Aesthetics Brand Rebuilt Operations
Industry: Medical Aesthetics
Location: Multi State Multiple Franchise Locations
Services Delivered: Salesforce Sales Cloud, Scheduler, CPQ, Experience Cloud, Ecommerce, Custom Charting, Stripe, QuickBooks Integration
The Challenge: A Fast Growing Brand Held Back by Legacy Systems
One of the fastest growing medical aesthetics providers in the region delivering high demand services such as Botox, fillers, laser hair removal and advanced skincare had always been guided by a clear vision: build a system that could scale nationwide.
But as the business expanded across multiple locations their legacy CRM system could no longer keep pace. The platform originally customized for healthcare use had become rigid, difficult to update and expensive to maintain. Every operational change required manual workarounds or custom development that delayed progress.
Compliance risks were increasing. Internal reporting was inconsistent. Marketing and sales efforts were disconnected. With franchising on the horizon, the team needed a reliable way to replicate their operational excellence in new markets.
They faced a critical question: How do we move faster without losing control?
The Turning Point: Replacing Legacy Systems with a Custom Salesforce Ecosystem
Leadership made the strategic decision to replace the legacy platform with a fully customized Salesforce driven solution. This was not a simple “lift and shift.” It required reimagining the way the organization operated across scheduling charting, billing, lead generation, reporting and patient experience.
The implementation involved more than a thousand hours of consulting, development and quality assurance work. The outcome was a fully integrated healthcare operations platform built on Salesforce, tailored specifically for modern medical spas with HIPAA compliance, multi-location workflows and membership-based billing models.
The Solution: A Connected CRM for Healthcare Operations
Centralized Patient Data and Compliance Controls
Salesforce Sales Cloud now serves as the single source of truth for every location. Client records reflect treatment history, consent forms, progress photos, provider notes and membership status. Strict security controls including field level security permission sets and HIPAA compliant access protect sensitive data.
Custom patient timelines, interactive patient cards and consent capture workflows ensure all client facing processes meet regulatory standards.
Custom Scheduling Engine with Built In Medical Rules
Scheduling was rebuilt from the ground up on Salesforce Scheduler. Providers can only be booked according to rules defined by the organization’s medical leadership. For example:
- Certain treatments cannot be performed on the same day or within the same week
- Provider licenses absences and appointment types are accounted for in real time
- Operating hours and availability are location specific but centrally managed
This approach eliminates compliance risks while allowing local teams to control their calendars.
Online Membership Portal Built on Experience Cloud
To support its recurring revenue model, the brand launched a public facing ecommerce portal via Salesforce Experience Cloud. Guests and members can:
- Purchase memberships
- View subscription details
- Access self service tools
The system uses custom Lightning Web Components and Apex classes to provide a guided subscription flow with Stripe payment integration, automated billing and dynamic pricing. Portal visitors do not require a Salesforce license keeping operations cost efficient and scalable.
CPQ and Billing Automation for In Office and Online Purchases
Salesforce CPQ manages all revenue streams including:
- One-time treatments and skincare packages
- Monthly and annual memberships with auto billing
- In-office product purchases via payment terminals
- Online checkouts through the Experience Cloud site
Additional features include custom discount rules, automated quote templates, failed payment notifications and retry logic. The QuickBooks integration ensures consistent financial reporting.
Advanced Charting and Photo Documentation
Using Formstack, the organization implemented dynamic charting for different treatment types. Clinicians can capture digital signatures, uploaded before and after photos via SharinPix and annotate directly within the patient record.
This visual tracking is particularly important for services like Botox and tattoo removal supporting patient safety and continuity of care.
Real Time Reporting for Franchise Scalability
Custom Salesforce dashboards now deliver live reporting on:
- Daily revenue by location service type and provider
- Membership sign-ups and active subscriptions
- Inventory usage based on treatment delivery
- Individual employee sales and goal tracking
- Lead response time and campaign attribution
These insights help leadership monitor performance and provide franchisees with a proven business playbook.
The Result: A Scalable Automated and Compliant Medical Spa Ecosystem
| Legacy Operations | Salesforce Powered Operations |
|---|---|
| Manual scheduling prone to errors and overlaps | Automated rules-based scheduling with built-in compliance |
| In-person membership sign-up only | Web portal with self-service subscription management |
| Charting scattered across paper, PDFs and separate systems | Unified charting consent and patient documentation in Salesforce |
| Staff manually pulling daily revenue reports | Real-time dashboards tracking sales revenue and team performance |
| Rigid system that limited franchise readiness | Modular Salesforce architecture that scales with new locations |
Key wins include:
- Automated compliance friendly scheduling
- Self-service membership management
- Unified data and documentation in one secure platform
- Instant performance tracking for leadership and franchisees
- Flexible architecture designed for rapid expansion
What Comes Next: Franchise Expansion with Confidence
Now free of its legacy technology burdens, the brand can onboard new locations seamlessly into its Salesforce platform. New staff gain access to user friendly dashboards, consistent processes and centralized data from day one.
Corporate leadership can monitor all operations with full transparency without micromanaging. Most importantly, patients enjoy a seamless, compliant and professional experience at every touchpoint.
The Salesforce foundation continues to evolve with new automations, integrations and training supporting ongoing nationwide growth.
