Beauty & wellness operations digitisation

Moved a referral-based business to digital operations with a client system of record, segmentation, and appointment enablement.

Context

Beauty and wellness service business transitioning from referral-led operations to digital client acquisition after relocating physical premises.

Small business operations moving from local referrals to digital access
Service audience included locals and travelers or expats entering Zambia
Delivery timeline: 3 months

Problem

The business depended on referrals and a stable local client base. After relocation, discoverability and appointment flow dropped because customers struggled to reach operators.

Referral-led operations were disrupted by location change
Rapid digitisation was required to restore client access and bookings

What we delivered

Built a system of record for client information and segmentation
Documented and digitised 20+ business processes
Implemented newsletter and client communications workflow
Organised operations for more consistent service delivery
Registered business on a local wellness application
Created social media accounts and a landing site for digital discovery

Outcomes

20+ processes documented and digitised
+39% increase in walk-ins after digitisation
+100% increase in digital appointments after registering on the local wellness application

Support and handover

Delivered through a fast rollout model with onboarding, operations handover, and short-term support. Engagement was managed on retainer with three months of hand-holding plus maintenance after go-live.

Constraints addressed included relocation disruption, rapid implementation needs, and small-business operating capacity.

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