How Our AI CRM Gets People Their Botox

Client Overview

Dr. Jason Emer runs a high-demand aesthetic medicine practice in Beverly Hills, with patient engagement spanning web inquiries, phone calls, SMS, email campaigns, clinical visits, and a high-volume Instagram presence.

The practice needed to scale operations without losing the premium, high-touch experience that drives conversions and retention.

The Problem

The practice’s growth created predictable operational friction:

• Communications were fragmented across Salesforce, phones, email, and Instagram, with no single source of truth.
  
• Context was hard to recover (past calls, prior quotes, appointment history, clinical notes, consent status).
  
• Inbound leads could slip through cracks, especially when response SLAs were missed.
  
• Call recordings existed, but weren’t actionable without fast, structured transcription and summaries.
  
• Instagram demand was overwhelming, with patient DMs often answered late or not at all.
  
• Clinical and operational systems lived separately, limiting staff’s ability to act quickly and consistently.

Goals

• Create a single operational cockpit for staff: leads, accounts, communications, scheduling, notes, consents, reporting, and analytics.
  
• Make every conversation searchable and useful (calls, SMS, email, and social).
  
• Reduce “lost lead” leakage with rules and monitoring.
  
• Automate the front door of patient discovery (especially Instagram) while staying on-brand and safe.
  
• Integrate cleanly with existing systems rather than forcing a rip-and-replace.

The Solution

We built two connected systems that work as one operating layer:

1. Unified Practice Platform (Provider Portal + Patient Intake Experience)
   
2. AI Concierge for Instagram and Live Chat
   

Together, they turn inbound interest into structured intake, routed follow-ups, and measurable operational throughput.

Solution 1: Unified Practice Platform

What staff sees: one place to run the business

Leads + Accounts

• Leads and converted accounts are pulled from Salesforce on a frequent sync cadence and shown in purpose-built views.
  
• Team performance views show leads by owner, conversion rate trends, and top procedures.
  
• A “no-cracks” layer highlights uncontacted leads in time windows (example: 3 to 12 hours) so managers can intervene.

Unified Communications Inbox

• A single communications view aggregates:
  • SMS
    
  • calls
    
  • email history
• Call history includes transcriptions and AI summaries so staff can read what happened instead of hunting through recordings.

Email Campaigns

• Staff can run outreach directly from the portal with metrics like sends, opens, and replies.

Operations

• Appointments: schedule and manage appointments with operational constraints (example: avoid same-day cross-city conflicts).
  
• Consents: create reusable consent templates, assign them, and track completion.
  
• Medical notes: surface patient notes and workflows around completion.
  
• Appointment instructions: pre-built instruction templates per appointment type, sent ahead of visits.

Reporting and Risk Controls

• A reports layer was built to answer urgent operational questions quickly (example: missing notes by time period, completion rates, and breakdowns by status and owner).

Revenue and Performance Analytics

• A “single pane” analytics dashboard provides:
  • product and SKU-level performance
    
  • discounting and reason codes
    
  • activity timelines per staff member
    
  • lead and sales overviews by owner and time window
• The point is not generic BI—it is clinic-specific decision surfaces.

What patients see: a guided intake experience

We built a guided, branded intake flow that captures structured data without feeling like a form dump:

• Choose a “path” (two experiences)
  
• Use an interactive body selector to identify focus areas
  
• Select intensity and downtime tolerance
  
• Provide key parameters (budget range, sensitivity, skin type)
  
• Provide optional wellness context (if applicable)
  
• Upload photos (front/back) for additional context
  
• Submit details and create a lead record for follow-up

Solution 2: AI Concierge for Instagram and Live Chat

Instagram is a top-of-funnel channel for modern aesthetic practices, but it is operationally brutal at scale. We built an AI concierge that can:

• answer common questions instantly
  
• guide patients through a structured discovery conversation
  
• ask the right follow-up questions (skin concerns, downtime tolerance, skin tone, location, etc.)
  
• stay aligned to the brand voice (premium, patient-first)
  
• escalate to humans when intent is high or clinical nuance is needed
  
• create Salesforce leads automatically when the patient asks to be contacted
  

This turns Instagram from “busy inbox” into a qualified lead pipeline with context.

Architecture Overview

You mentioned you already have an architecture diagram—this is the narrative that should sit next to it.

High-level design

1) Data + systems of record

• Salesforce as the operational backbone for leads, accounts, quotes, ownership, and activity
  
• ModMed (EHR) as the clinical system of record
  
• Twilio (or equivalent) for telephony and call recording
  
• ManyChat (or equivalent) as the Instagram gateway

2) Unified ingestion and normalization

• Scheduled sync pulls new Salesforce and operational records into the portal
  
• Communications events (calls, SMS, email) are normalized into a consistent timeline model
  
• Clinical context is joined where appropriate to give staff a richer patient view

3) AI processing pipelines

• Call pipeline: recording → transcription → speaker separation → summary → indexed to patient/activity
  
• Chat pipeline: message → retrieve policy/procedure context → response generation → safe delivery → logged transcript → optional CRM lead creation

4) Presentation layer

• Provider portal for operations and analytics
  
• Patient intake experience that structures demand before it hits the team

5) Guardrails

• Audit logs for every interaction
  
• Clear boundaries on what the AI can and cannot claim
  
• Escalation paths to staff when needed

Results and Impact

• Minutes, not hours, to understand a call: transcriptions and summaries make phone conversations instantly actionable.
  
• Sub-minute responses on high-volume social channels, converting attention into structured patient journeys instead of stalled DMs.
  
• Reduced lead leakage via “uncontacted lead” rules and manager visibility by owner/team.
  
• Operational clarity: appointments, consents, notes, instructions, and reporting centralized in one system.
  
• Better decision-making: revenue, SKU performance, discounting, staff activity, and lead/sales trends visible in one place.

Why It Worked

This wasn’t “AI bolted onto a CRM.” It was an operating system approach:

• unify the clinic’s reality (calls, texts, email, IG, scheduling, notes)
  
• turn unstructured conversations into structured next actions
  
• keep Salesforce/ModMed as systems of record while making them actually usable day-to-day
  
• build automation where it removes toil, not where it introduces risk

Krazimo helped Dr. Jason Emer’s practice scale patient engagement without sacrificing the premium experience. By combining a unified operations platform with an AI concierge that can handle high-volume inbound demand, the practice gets faster response times, cleaner follow-ups, and clearer operational control—without ripping out existing systems.