In the beauty industry, service quality is only half the battle; the other half comes from the customer experience. A good treatment might satisfy a client today, but it's how you care for them afterward that determines whether they'll return.

GTG CRM has accompanied many spa owners on their journey to optimize business processes, and Mai Beauty, a mini spa in Binh Duong, is a prime example of how technology can help a team of two operate like a large brand.

As "at-home spas" become a trend, the competitive pressure is also increasing.

After the pandemic, many small spa owners began to switch to home-based businesses or selling services online, eliminating the need to rent premises. All they needed was a small room, some treatment equipment, and Facebook or Zalo channels for booking appointments.

However, the easier it is to start, the fierfier the competition. Customers can send inquiries via various channels: Facebook, Zalo, phone calls, etc., but they will only choose the one that responds fastest and provides the most attentive service.

That's also the story of Mai Beauty - a mini spa in Binh Duong, with only two employees, but having to handle dozens of messages and appointments every day. And like many other spa owners, Mai once thought: "I'm an online business, I don't have a physical branch, so I probably don't need a CRM yet."

Until she realized: precisely because she was small, she needed a smarter working system even more.

Before using GTG CRM: losing customers simply because of slow responses.

Mai said that, on average, 5-7 customers abandon the conversation each day, even though they have asked very detailed questions about the treatment. The reason is simple:

• No follow-ups, inquiries, or promotional messages.
• Customers are waiting too long for a response.
• The appointment scheduling process is complicated.

More importantly, there is no systematic pre- and post-sales customer service process, leading to customer loss.

Solution: GTG CRM helps Mai Beauty operate like a professional spa.

GTG CRM partnered with Mai Beauty during her "mini-restructuring" process, helping her transition from manual responses to automated customer care in just 10 days.

1. Create a landing page for scheduling appointments instead of manual inbox messaging.

Previously, customers had to message Facebook to "book an appointment," which sometimes resulted in messages getting lost or scheduling conflicts.

Mai used GTG CRM's Landing Page Builder to create a "Schedule a Consultation" page in just 30 minutes.

The AI provides pre-suggested content: titles, descriptions, and background images suitable for the spa industry.

The registration form includes: name, phone number, available time, and the service you wish to inquire about.

All the information entered into the form is automatically saved in CRM Contacts, helping Mai know who registered, who came, and who needs follow-up.

After creating the booking page, Mai reduced the number of messages asking for times and manually scheduling appointments by over 70%.

2. Consolidate messages in one place, ensuring no customer is missed.

Mai connected Facebook, Zalo, and Gmail to GTG CRM's Messaging app . From there, all messages appear in a single unified inbox.

When a customer asks, "How much does the skincare combo cost?", the system provides a pre-suggested answer (AI Suggestion).

Mai just needs to select and send.

When a customer books an appointment through the landing page, the information automatically appears in the inbox → Mai can respond immediately without having to open another app.

"Previously, it took 10 minutes to respond to one customer, now it takes less than 2 minutes," Mai shared.

3. Automated post-treatment client care - A simple yet effective workflow.

After each treatment session, Mai simply marks "Treatment Complete" in the CRM.

Immediately, the automated workflow is activated:

• Day 0: Thank-you email + post-treatment skincare instructions.
• Day 3: A Zalo message reminded me, "Don't forget to moisturize 💧".
• Day 14: Send the voucher back within 30 days.

Everything runs completely automatically.

Mai just needs to check the submission results in the dashboard.

After two months, the number of returning customers increased by 45% without needing to run another advertising campaign.

4. Send regular emails – share beauty tips to maintain engagement.

Mai uses GTG CRM's Email Builder to create a newsletter every two weeks:

• AI assists in writing content about skincare tips for sunny weather.
• Add spa images from the template library.
• Includes the CTA "Book an appointment now for a free consultation".

Emails were sent to a list of customers who had previously visited the spa, allowing Mai to maintain gentle contact without being intrusive. The average email open rate was 36%, and many customers returned to book appointments after reading the emails.

GTG CRM - Operations Assistant for Small Service Providers

GTG CRM isn't just for large businesses.

This is a platform that helps spa owners, hair salon owners, and online shop owners – those who work alone or in small teams – to:

• Gather messages from all channels into one place.
• Establish a customer care workflow after purchase and after treatment.
• Create special offers landing pages or booking forms easily.
• Monitor customer data in real time.

GTG CRM helps you work smarter, not more.

Conclude

Mai Beauty's story is clear proof that a small spa, with only two people, can still operate like a large brand if it has a smart support tool behind it. GTG CRM not only saves Mai time but also helps her build trust and lasting relationships with each customer.