Working with maku is something I'd recommend to any company that wants to strengthen customer retention with real intent.
Thierry Karrer
CEO, Smoothline AG
Smoothline has been a pioneer for aesthetic medicine in Switzerland since 2007. Patients came willingly and left satisfied.
But after the procedure, a sensitive phase began — and it was ungestaltet. Patients wanted reassurance and orientation, even without an acute reason.
of follow-ups fell through. Half of patients heard nothing after treatment.
system accompanied the recommended treatment cadence. Communication was accidental.
In the Human Growth Cycle™ we identified two critical phases where the relationship broke off.
After treatment, communication went silent. No structured aftercare, no reassuring message.
The intervals between treatments were not accompanied. No trigger, no occasion to come back.
No new tool. A thoughtful system that fits into the existing clinic routine — and accompanies patients exactly when it matters.
Covering the entire patient relationship — from booking to next treatment. One system connecting every touchpoint.
A reassuring message straight after the procedure. Automated, but written to feel personal — so patients feel held.
Via SMS/WhatsApp at the right time: «How are you doing?»
Matched to the individual treatment rhythm — not generic.
Every touchpoint intelligently orchestrated and flexibly controllable.
Automation doesn't replace personal care — it creates space for it.
Principle 06After 18 months of collaboration, Smoothline has a running lifecycle system — and the numbers to prove it.
Before, 50 % of patients were lost after treatment. Today every single one is accompanied systematically.
Rebooking rate up — more patients return.
Higher open rates than industry average. The messages are relevant.
Automated. The team has more room for personal consultation.
Duration: 18 months
Scope: CRM, Marketing Automation, Follow-up Journeys, WhatsApp/SMS
The ROI of existing-customer care is a multiple of acquisition — and the costs are a fraction.
Automated messages can feel personal — if they hit the right tone at the right time.
Adoption works when the team realises: the system takes work off my plate — not adds to it.
In 20 minutes we'll show you where your biggest lever lies.
