A Review of Booker Customer Relationship Management (CRM) Software for Medical Spas

Ratings: 4.1 Stars (Capterra) | 4.1 Stars (GetApp)

Booker by Mindbody is a prominent CRM solution tailored for salons, spas, and wellness businesses. Since its origins in 2007 as “SpaBooker,” Booker has built a reputation in the industry, focusing on essential tools for appointment booking, client management, and revenue generation.

In 2018, Booker was acquired by Mindbody, further enhancing its features with additional tools to improve usability. With its long history and many well-known clients, the platform has established itself as a trusted choice for spa owners.

This review will explore Booker’s key features, pricing, and pros and cons to help you determine whether it’s the right fit for your medical spa’s needs.

Summary Table

Question	Description	Benefits
Patient and Client Management	Manage client details, including preferences, emergency contacts, and alerts.	Streamlines client management and enhances personalized service.
Appointment Scheduling and Calendar Management	Central hub for booking, managing appointments, and handling waitlists.	Increases booking efficiency and ensures all scheduling opportunities are utilized.
Communication and Engagement Tools	Customizable email notifications for appointments, cancellations, etc.	Improves client communication and engagement.
Sales and Marketing Automation	Email campaign builder, promotions, and customizable gift certificates.	Simplifies marketing efforts and increases sales potential.
Reporting and Analytics	Business Intelligence Dashboard and detailed reports on sales, payroll, etc.	Provides data-driven insights for better decision-making.
HIPAA Compliance and Data Security	Not HIPAA compliant; secure environment for non-sensitive data.	Ensures security for business operations but not for sensitive health information.
Integration with Medical and Payment Systems	Integrates with payment processors and supports multi-merchant accounts.	Streamlines payment processing and inventory management.
Mobile App Functionality	Available on iOS and Android, with mixed reviews due to bugs and navigation issues.	Provides mobile access, though with a better experience on iOS.

An Overview of Booker’s Core Features

Patient and Client Management

Booker offers robust features for managing patient and client information efficiently. When adding a new client, you can include basic information (name, contact details) as well as preferences like preferred staff or gender, emergency contact details, and even booking alerts. These alerts can be configured to display messages when clients book, check in or check out.

Additionally, the system allows you to customize the types of information you want to collect from clients, offering flexibility based on your business needs. You can also manage duplicate clients in the system to keep your client list clean and accurate. This feature is particularly useful when merging data from other platforms.

Another feature is the ability to customize web forms for client information. These forms can be added to your website, allowing potential clients to submit details, request appointments, or send inquiries. You can choose which fields are required and have the forms integrated seamlessly into Booker.

Appointment Scheduling and Calendar Management

Booker’s user-friendly calendar system simplifies appointment scheduling and management. The calendar serves as a central dashboard where you can quickly update bookings, check out clients, and accommodate walk-ins using an accessible orders overlay.

For clients with flexible availability or last-minute scheduling needs, Booker includes a waitlist management function. You can add clients to the waitlist, track available time slots, and easily move them to an open appointment time when one becomes available. This feature ensures that no opportunity for scheduling is missed.

The system also integrates appointment and payment functions. As appointments are booked, services and products can be added directly to orders. This integration ensures that your system remains up-to-date with accurate inventory and payment records, streamlining operations for both you and your clients.

Communication and Engagement Tools

Booker includes a range of communication tools designed to keep clients engaged and informed. One key feature is the ability to customize email notifications for appointments, cancellations, deposits, and other customer interactions. While SMS notifications are available, they cannot be customized and are limited to the standard templates provided by the system.

Sales and Marketing Automation

The Marketing Suite is a powerful tool within Booker that enables businesses to manage their email campaigns and marketing efforts with ease. The email campaign builder allows users to select from various templates, drag and drop content blocks, and customize messages.

Booker also allows you to create specials with set redemption limits and date ranges, making it easy to track promotion usage. Additionally, it provides customizable templates for gift certificates, which can be sold online or in-store, with options to tweak styles, colours, and thumbnails to match your branding.

Reporting and Analytics

Booker’s Business Intelligence Dashboard provides a comprehensive overview of where your clients are coming from, helping you make data-driven decisions. You can track whether your customers are coming from internal sources, Facebook, Yelp, customer referrals, or even a branded mobile app. This feature helps you identify your most effective marketing channels and assess the return on investment (ROI) for each.

The Reports Screen offers a wide range of insights into your business operations. You can access reports on daily sales, product sales, refunds, payroll, tips, and more. This allows you to track key metrics across various categories. Reports can be customized based on date ranges, giving you flexibility in analyzing your business performance. Additionally, you have the option to print out reports for easy access and reference.

HIPAA Compliance and Data Security

Booker is fully secure and PCI compliant, meeting industry standards for handling payments and safeguarding sensitive transaction data. However, it is not designed to meet HIPAA standards for managing confidential health records. Businesses that handle sensitive patient data should consider a specialized, HIPAA-compliant system for storing and managing protected health information.

Integration with Medical and Payment Systems

Booker provides a comprehensive suite of payment processing options. Key partners include First Data, Bank of America, PayRock, 3C Payments, Worldpay, Sublime Payments, and more. Additionally, the platform supports PayPal for both online and in-store transactions.

It also integrates smoothly with these payment processors. When items are sold, inventory levels are updated in real-time, keeping your system accurate. Booker’s multi-merchant account feature is particularly beneficial for med spas that employ a mix of commission-based aestheticians, independent injectors, or hourly staff. It ensures that payments are accurately routed to the right accounts, simplifying payroll and financial management.

For users in the U.S. and Canada, Booker offers an exclusive first-party payment service through MindBody Payments. This service collects payments via Booker and organizes payouts to be deposited directly into your bank account.

Mobile App Functionality

The Booker Mobile App, available on iOS and Android, helps med spa staff and managers stay productive on the go. It offers tools for appointment booking, customer management, and point-of-sale transactions, making it ideal for handling essential tasks outside the front desk. User roles—Reservationist, Staff, and Administrator—determine the available features, such as calendar access, appointment management, and payment processing. Permissions align with system settings to maintain consistency across platforms.

Feedback on the app varies by platform. On iOS, it has a 3.7/5 rating on the Apple App Store, with users praising its core functionality but noting occasional challenges with advanced tasks. The Android version, rated 1.7/5 on Google Play, has received suggestions for improvements like smoother calendar synchronization and better login stability.

To use the Booker app, an active Booker account with preconfigured services, employees, and logins is required. The app supports med spa owners and managers by enabling quick access to schedules, customer profiles, and sales data from anywhere, helping streamline daily operations and enhance client experiences.

Special Features

Booker offers valuable features to enhance your medical spa’s management:

MindBody Marketplace Integration

Booker customers can list their business on the MindBody Explore Marketplace, a feature that helps attract new clients by using MindBody’s large consumer base. This acts as an additional marketing tool for your business.

One-on-One Setup and Training (First 12 Months)

Booker’s first year includes personalized setup and training with a dedicated representative to help you get started and fully utilize the system.

Partial Data Migration Support

Booker provides partial data migration, helping transfer certain information from your previous system. However, future appointments cannot be migrated, requiring manual re-entry.

Pricing Plans

According to their website, Booker offers four pricing plans to suit different medical spa needs, ranging from $139 to $599 per month. Here’s a breakdown:

• Starter Plan: $139/month
  Ideal for smaller medical spas, this plan includes essential tools like online booking, text messaging, and basic staff management.
• Accelerate Plan: $289/month
  Perfect for growing medical spas, this plan includes unlimited staff profiles, customizable email campaigns, and advanced client management features.
• Ultimate Plan: $469/month
  Designed for medical spas focused on customer retention, this plan offers automated marketing, review management, and referral incentives.
• Ultimate Plus Plan: $599/month
  This premium option includes everything from the Ultimate plan plus an AI assistant for booking, rescheduling, and real-time business insights.

These plans allow medical spas to choose the right balance of features based on their size and goals.

Pros and Cons

The following insights have been compiled from a range of sources, including GetApp and Capterra. These reviews provide a comprehensive look at the software’s strengths and areas for improvement from real user experiences:

Pros of Using Booker	Cons of Using Booker
Easy to learn with step-by-step guidance and user-friendly design.	Customer service can be unhelpful, with reports of being locked into contracts.
Clients love text/email reminders, and the software is easy to use.	Some users report issues with account freezes, affecting transactions and payroll.
Excellent customer service and support are available.	Financial transactions occasionally crash.
Great for marketing, bookkeeping, customer service, and booking.	Incorrect service/product history for clients, which can’t be corrected.
The integration team assists with setup, ensuring a smooth implementation.	The software can run slowly, especially with connection issues.
Allows clients to book online and access features remotely.	Learning curve for new users, sometimes requiring support.
Simplifies calendar management, client history tracking, and rescheduling.	Issues with staff member names appearing before start date or disappearing when inactive.
Reduces paperwork by digitizing client files and history tracking.	Limited customization options for certain features.

Conclusion

Overall, Booker is an ideal choice for growing medical spas seeking a user-friendly, feature-rich CRM. It is best suited for businesses that prioritize client engagement, marketing, and seamless scheduling. However, businesses with more complex needs may want to explore alternatives that offer enhanced customization and HIPAA compliance.

At Wisevu, we specialize in maximizing the potential of Booker for your medical spa by offering effective digital marketing solutions such as website development, targeted social media campaigns, and content creation. Let us help you take your medical spa’s success to the next level!