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

Ratings: 4.4 Stars (Capterra) | 4.4 Stars (GetApp)

Founded in 2010, Zenoti has become a go-to solution for medical spas and wellness centers, offering tools specifically designed to cater to the needs of this industry. Originally named ManageMySpa, Zenoti evolved to provide comprehensive software solutions that handle everything from scheduling and billing to inventory and marketing.

In this blog, we’ll take a closer look at Zenoti’s features and explore how its platform can help med spas manage day-to-day operations more effectively, improve client engagement, and stay competitive in a growing wellness market.

Summary Table

Feature	Description	Benefits
Patient and Client Management	Organizes guest profiles with categories for personalized service and efficient data management.	Improves client relationships and personalization, streamlines guest data handling.
Appointment Scheduling and Calendar Management	Offers automated scheduling, reminders, and mobile access for staff and clients.	Increases efficiency, reduces no-shows, and enhances customer experience.
Communication and Engagement Tools	Provides SMS, WhatsApp, and automated marketing messaging, with preferences for minors and compliance options.	Boosts client engagement, supports compliance, and reduces manual messaging effort.
Sales and Marketing Automation	Automates email campaigns for promotions, abandoned carts, and personalized offers, with performance tracking.	Optimizes marketing efforts, fills appointments, and increases revenue with minimal manual effort.
Reporting and Analytics	Offers detailed reports on financials, operations, inventory, and marketing performance, with customizable views.	Provides actionable insights for improving performance, monitoring sales, and optimizing operations.
HIPAA Compliance and Data Security	Provides HIPAA-compliant features like secure patient data handling, virtual consultations, and digital forms.	Safeguards patient information, maintains legal compliance, and builds trust.
Integration with Medical and Payment Systems	Integrates with payment systems and POS for secure, touchless payments, membership renewals, and recurring charges.	Simplifies payment processing, improves operational efficiency, and promotes secure transactions.
Mobile App Functionality	Allows staff to manage schedules, access client data, and communicate with guests, with role-based access and real-time performance tracking.	Enhances convenience, improves customer service, and allows staff to stay connected and efficient on the go.

An Overview of Zenoti’s Core Features

Patient and Client Management

Zenoti offers tools for managing patient and client data. The platform allows you to categorize guests into different categories based on criteria such as spending habits, frequency of visits, feedback, and more.

Zenoti allows you to define guest categories at the center level, which can include the following:

Guest Category	Description
High Spender	Guests who spend a set amount or more per visit (e.g., $1000+).
Regular Guest	Guests who visit regularly, based on average visits over a few months.
Low Feedback	Guests who rate below a specified value (e.g., below 3 stars).
Non-Recent Guest	Guests who haven’t visited in a set number of months (e.g., 3 months).
No Shows	Guests who have missed a set number of appointments (e.g., 2+ missed bookings).
Loyalty Tier	Guests in a specific loyalty tier, with category icons indicating the tier.

Zenoti also makes it easy to handle invalid guest data, such as incorrect email addresses or phone numbers. Invalid accounts can be merged or deleted to streamline your guest management process.

Appointment Scheduling and Calendar Management

Zenoti offers a comprehensive solution for appointment scheduling and calendar management that improves efficiency and reduces errors:

• Optimized Scheduling:
  • Automatically suggests the best time slots based on staff, equipment, and service availability.
  • Eliminates double bookings and ensures services are scheduled in the right order.
• Automated Reminders & Confirmations:
  • Sends automated booking confirmations and appointment reminders to clients, reducing no-shows and cancellations.
• Mobile Access for Staff and Clients:
  • Staff can access guest profiles, treatment histories, and payment details via mobile or tablet.
  • Clients can book, cancel, or reschedule appointments on their smartphones and view loyalty points and balances.
• Stress-Free Group and Couple Bookings:
  • Easily manage multiple appointments in one go, perfect for group or couple bookings.
• Efficient Front Desk Operations:
  • Streamlines check-ins and check-outs, reducing administrative workload and improving guest experience.

Zenoti provides a smarter, more efficient way to handle appointment scheduling and calendar management. By reducing administrative burdens, your team can dedicate more time to providing top-tier service and personalized attention to each client.

Communication and Engagement Tools

Zenoti provides a wide range of communication tools that allow medical spas to engage with guests in a personalized and effective manner. Here’s a breakdown:

• Configure Guest Communication Preferences: Zenoti lets you set up communication preferences, such as automatic SMS notifications for new guest profiles, sending transactional messages like appointment confirmations and thank-yous without manual triggers.
• WhatsApp and SMS Communication: Zenoti offers both single and double opt-in options for WhatsApp and SMS messaging. Single opt-in sends messages until guests opt out, while double opt-in requires consent, helping medical spaes comply with local regulations.
• Marketing Messaging for Minors: Zenoti enables you to control whether marketing messages are sent to minors, ensuring your communication strategy aligns with legal and ethical standards for underage guests.

Sales and Marketing Automation

Zenoti helps medical spas streamline marketing efforts and increase revenue with the following features:

1. Automated Campaigns: Zenoti sends targeted email campaigns to promote:
   • Last-Minute Openings: Automatically fills empty time slots.
   • Slow Days: Encourages bookings on quieter days.
2. Advanced Marketing Dashboard: Provides real-time insights into campaign performance, including:
   • Summary Panel: Displays overall results like revenue and guest recovery.
   • Detailed Themes & Campaigns Panel: Shows metrics for each campaign.
   • Ranked Revenue by Campaign Panel: Ranks campaigns by revenue.
3. Custom Reporting: Download detailed reports on campaign performance, bookings, and revenue.
4. Guest Segmentation & Personalization: Target specific guest groups and offer personalized discounts based on service provider or guest history.
5. Boost Slow Days: Automatically targets slow periods to encourage bookings and optimize staff time.
6. Abandoned Cart Automation: Sends reminders to guests who abandon their booking carts online.

These automation tools help medical spas optimize marketing strategies, fill appointments, and increase overall revenue with minimal manual effort.

Reporting and Analytics

Zenoti provides a robust suite of reporting tools designed to address every key aspect of medical spa management. Each category of reports focuses on a specific operational area, enabling spas to make informed decisions with ease:

• Financial Reports – Medical spas can analyze income from services, retail sales, and memberships, helping track cash flow and profitability. Zenoti’s Sales-Accrual, Sales-Tax, and Sales-Cash reports are valuable tools for understanding financial performance at a granular level.
• Operational Reports – Zenoti’s operational reports cover areas such as employee performance, appointment bookings, client retention, and service delivery. The Employee Sales report, for example, tracks staff performance.
• Inventory Reports – These reports monitor stock levels, usage patterns, and reorder needs to prevent shortages or excess stock. The Current Stock and Cost of Goods reports ensure medical spas stay on top of their inventory needs.
• Marketing Reports – Zenoti provides insights into customer acquisition and engagement through detailed marketing performance metrics. Reports like the Business KPI can help measure the ROI of campaigns and promotions.
• Guest and Client Retention Reports – The platform offers reports that track client visits, loyalty program participation, and retention rates. Guest Retention reports allow medical spaes to assess how well they’re keeping clients engaged over time.
• Zenoti Payments Reports – This category includes reports related to payment processing, making it easier for medical spaes to track payment methods, refunds, and any discrepancies.

In addition to these comprehensive reports, Zenoti also allows users to customize views, pin important metrics, and share reports with colleagues.

HIPAA Compliance and Data Security

Zenoti CRM is fully HIPAA-compliant, offering secure virtual consultations, digital charting via Digital Forms, and protected clinical photography, all verified by a trusted third-party firm. With this software, your guests’ sensitive information is safeguarded while you streamline operations across your locations. 

In addition to safeguarding patient data, Zenoti boosts operational efficiency with tools like EMR charting, inventory management, and easy access to treatment notes.

Integration with Medical and Payment Systems

Zenoti’s integrated payment system provides medical spas with a secure payment experience, offering touchless options for mobile, in-app, and in-store transactions. Clients can pay using credit cards, gift cards, or mobile wallets like Apple Pay and Android Pay. The system also supports features such as auto-pay, membership renewals, and recurring charges, helping improve operational efficiency.

With PCI-compliant payment processing, Zenoti Payments includes tools like automatic card updates, dispute management, and integrated reporting.

Mobile App Functionality

With the Zenoti Mobile App, medical spa staff can access all the essential tools they need in one place, from guest info to performance tracking and upsell tips. It helps them manage appointments effortlessly while enhancing customer service.

The app allows them to book, reschedule, or rebook appointments with ease, reducing front desk disruptions. Real-time earnings tracking, including tips and commissions, helps staff stay motivated and focused on performance goals.

Zenoti’s mobile app also enhances communication by enabling two-way messaging between staff and guests. With role-based access and geofencing technology, staff members are granted appropriate levels of access to sensitive data for privacy and security.

Special Features

Zenoti really takes advantage of AI technology to simplify operations. Here are some standout features:

• AI-powered Phone Line: Transforms call management by instantly providing customer details for personalized responses. If unanswered, AI handles the call via text and provides call transcripts.
• AI-powered Navigation: Zeenie, Zenoti’s AI assistant, helps users navigate the software easily by answering questions in everyday language, guiding users through unused features, and adapting to specific business rules.
• AI-powered Marketing: Zeenie creates text, email, and ad campaigns with just a few prompts, allowing users to edit tone, length, and style while adding visuals and icons for engaging campaigns.
• AI-powered Analytics: Provides sophisticated, data-driven insights with reports, charts, and industry comparisons, powered by AI that continually suggests areas for deeper analysis.

Pricing Plans

Although Zenoti does not provide the exact prices of their subscription plans, software review sites such as Capterra and GetApp all claim that Zenoti pricing plans start at $199.95 as of November 14, 2024.

For more information on pricing options and to explore a plan that fits your med spa’s needs, consider contacting Zenoti directly to receive a customized quote.

Pros and Cons

The following insights have been compiled from a range of sources, including G2, 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 Zenoti	Cons of Using Zenoti
Excellent customer support and training, including Zenoti University.	Complex implementation and setup process, especially for customization.
Powerful reporting, marketing, employee management, and client loyalty features.	Some features, like the inventory module, are not as reliable or user-friendly.
Robust customization options, offering flexibility for various business needs.	Customer service is sometimes difficult to reach. Communication can be unclear.
Strong integration capabilities with multiple platforms.	Slow response times for resolving issues during initial setup.
Ongoing improvements and updates that contribute to business growth.	Frustrating issues with multi-store transactions and system limitations.

This highlights some key strengths and areas of concern based on user feedback.

Conclusion

Zenoti is a powerful all-in-one software solution that streamlines operations for med spas, offering tools for appointment booking, POS, client management, marketing, and reporting. It’s ideal for medium to large-scale med spas, especially those with multiple locations looking for advanced features and customization options. With robust support and scalability, Zenoti excels in delivering detailed reporting, automated marketing, and loyalty programs.

At Wisevu, we’re here to help your medical spa thrive by making the most of Zenoti’s powerful features. We’ll work with you to build a stunning website, run social media campaigns, and create content that keeps clients engaged.

Let’s team up to take your medical spa’s success to the next level!