BELSA Estétic case study
Aesthetic Medicine Clinic · Barcelona
A clinic that ran on WhatsApp threads and one shared spreadsheet. Today it runs on RIVEL OS: same team, same rooms, one system underneath the whole operation.
Initial state
Nothing was broken in a way anyone could point at. That was the problem.
Patient conversations lived in WhatsApp threads. The schedule lived in a shared spreadsheet that only one person could edit safely. A message arriving from Instagram or Google became a patient only if somebody remembered to copy it across.
Three symptoms made it visible. First response took hours instead of minutes. Follow-ups had no owner, so they happened when someone had a quiet afternoon. And nobody could read the week ahead without asking the person who kept the file. Revenue was steady, and it was steady because the founder coordinated it by hand every day.
Direction
One place where a patient exists once.
The clinic wanted the conversation, the appointment, the treatment history and the channel that brought the patient in to sit in the same record. Not more tools. Fewer, connected.
The rule for the install was simple: if the team cannot see it, it is not part of the system. Anything that lived only in one person's head or one person's phone had to move into the system or disappear.
What we installed
RIVEL OS, running in Clinic OS mode. RIVEL Strategy Lab configured it around BELSA's services, tone and the compliance context of aesthetic medicine in Barcelona, then trained the team on the live system. The tools the clinic already used did not go away: they connect to it as channels.
- CRM holds the patient record. Conversation, source, stage and treatment history sit together, and contacts are labelled patients because that is what the clinic calls them.
- Services puts booking online against the real catalogue of consultations, treatments and touch-ups, with prepayment on high value services and automatic confirmation.
- Marketing Hub attaches the source to every enquiry, so the question of which channel produced which patient stops being an opinion.
- KPIs and Analytics keeps the six numbers the founder actually opens: booking pace, attendance, conversion to treatment, average ticket, retention and open pipeline.
- Integrations connect WhatsApp Business, Kommo and Meta into the system. Patients keep writing where they always wrote. The record stopped living there.
Evidence
Three figures from the first quarter after the install, each with the window it covers and where it comes from. A figure without a method reads like marketing even when it is true. The absolute numbers behind these are the clinic's own, so the change is published and the raw figures are not.
- +40%Online bookings.Window: first 90 days after the install · Source: the clinic's own operating data, documented with RIVEL
- +25%Conversion rate.Window: first 90 days after the install · Source: the clinic's own operating data, documented with RIVEL
- 3xEngagement on the new site.Window: first 90 days after the install · Source: the clinic's own operating data, documented with RIVEL
Who runs it today
Reception, not the founder.
The front desk opens the agenda, answers on WhatsApp from inside the system and moves patients through the stages. Nobody copies anything between two screens, and a new enquiry is answered in minutes rather than at the end of the day.
The founder opens the same dashboard the team operates from, once a month, and reads the numbers instead of assembling them. That is the difference between a clinic with good tools and a clinic with a system.
Founder testimonial
“From managing patients over WhatsApp and Excel to a full operating system. The team finally trusts the data. That's what changed everything.”
Consolación Sánchez
Founder, BELSA Estétic · Barcelona
Frequently asked questions
What replaced WhatsApp and the spreadsheet?
RIVEL OS. WhatsApp did not disappear, because that is where patients write: it is now a channel connected to the system instead of the place where the clinic keeps its records. The spreadsheet is gone.
How long did the install take?
90 days from the first session to the team running it on their own. Two weeks reading the clinic and agreeing the direction, then build, validation and training on the live system.
Which parts of RIVEL OS does BELSA use?
Clinic OS mode: CRM for the patient record, Services for online booking, Marketing Hub for the source of each enquiry, and KPIs and Analytics for the monthly reading. WhatsApp Business, Kommo and Meta are connected as channels.
What changed for the team day to day?
Reception stopped copying messages into a spreadsheet. Every patient has one record, every enquiry arrives with its source, and the week ahead is readable without asking anyone.
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