Smith Clinic
Smith Clinic runs a busy patient practice on LINE. Patients book, ask questions, and stay in touch entirely through the clinic's LINE Official Account, while visits and treatments are tracked in a separate appointment management system. The two systems didn't talk. Loyalty had to be run by hand, campaigns went out to everyone, and there was no easy way to reward returning patients for what they'd actually done at the clinic.
We treated integration as the whole design, not a feature. If everything didn't feel like a single system to both staff and patients, nothing else we built would matter.
The loyalty programme had to fit the clinic's actual cadence: how often patients return, which treatments matter most, and what rewards feel appropriate in a healthcare setting rather than a coffee shop.
We built a CRM that connects directly to Smith Clinic's LINE OA, so every patient message, booking, and follow-up lives in one customer view.
We integrated with their appointment management system so points and rewards sync automatically the moment a visit is completed. No manual entry, no reconciliation.
The loyalty programme is custom to Smith Clinic. The rules, the tiers, and the perks all reflect how the clinic actually runs, not a generic template.
We hooked the whole thing into askPear, our LINE marketing automation product, so the team can send broadcasts to specific patient segments and trigger special rewards for specific membership tiers without leaving the system.
LINE conversations, appointments, loyalty, and marketing now run through one connected system. Staff spend less time reconciling records and more time on patients. Targeted broadcasts and tier-based rewards mean patients hear from the clinic when it's relevant to them, and stop hearing from it when it isn't.