Case Study: Conversion Rate Optimization

Result:  96% reduction in no show appointments
             $2,000+ increase in monthly revenue


One of our clients is a counselor/psychologist. His business is based, very simply, on his time. He has a substantial hourly rate for patient sessions, and he was facing a perplexing problem.

A 50% no-show rate with new patients.

Going into counseling is a big step for many people, and it’s easy to get cold feet at the last moment. But when this happens, our client faced a significant loss of revenue.

He couldn’t get his time back, so it was a loss for his business.  On average, the new patient no-show problem was costing him over $2,000 per month.

After assessing the process where a new patient came on board to his practice, we created a new onboarding procedure online. The system allows patients to complete all required forms (in a secure setting). We integrated this with a payment system that required new patients to make the first payment in advance.

The result?  No shows dropped by 96%, almost eliminating the problem. Because the first session payment was already made, the problem of lost revenue was gone.

And there were other benefits:  the online system significantly reduced the administrative time required for onboarding, which freed up more time to see new and existing patients, and further added to income.  Also, many patients who needed help were able to cross over the first big “hurdle” of counseling—getting started. And for our client, that was just as important as improving his revenue stream.

Want RTL to help you to improve your revenue stream?  Contact us!


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Kelley Shaw

Creative Director

Bringing Ideas To Life

Kelley’s role at RTL Digital Media covers a spectrum of design and production functions, including animation, catalog design, and trade show design with an e-commerce focus. She puts extra energy and life into our clients’ projects.  She knows how to make design fit perfectly—and strategically—into an organization’s branding and messaging.

Kelley’s experience includes directing the creative and artistic vision for Geneologie, an online and catalog fashion resource.  In three years, she was promoted four times, leading the in-house promotional marketing efforts. She built the vision, strategy and delivery teams that focus on Direct Mail pieces including catalogs, apparel, packaging, and design production.

Kelley previously served in a designer capacity assisting Americasmart, creating product displays, and was an intern with Denmark Ad Agency, where she created presentations, print graphics, and branding packages. She has received awards for her designs and invests her personal time with charities donating artistic help, graphics, and mentoring.