‍

‍
Challenges

‍

As a beauty service brand, Medeja depends on repeat visits, client loyalty, and long-term relationships. At the same time, the brand also operates a retail model through direct product sales and brand partnerships. This created two parallel challenges: building strong client retention for services, and creating a structured system for consistent product sales.

‍

Booking processes and follow-ups were largely manual, no-show risks impacted daily operations, and loyalty systems were not structured. At the same time, product sales relied on ad-hoc promotions instead of systematic communication and loyalty-driven offers.

‍

The core challenge was to create one connected system that supports services, loyalty, retention, and retail sales without increasing operational complexity.

‍

‍

Rebranding as the Foundation

‍

Before loyalty and sales systems could be built, the brand needed a clear, modern, and trustworthy identity.

‍

We developed a full rebrand, including a new visual identity, brand book, and website redesign. This created a strong foundation for trust, recognition, and long-term client relationships.

‍

Why this mattered:
Clients return to brands they trust  not just services they like.

‍

‍

Booking & Service Automation

‍

Reliable bookings are the foundation of every service-based business.

We introduced structured booking flows, automated confirmations, reminders, and follow-ups to reduce no-shows and operational friction.

‍

Why this mattered:
If appointments fail, revenue fails.

‍

What this enabled:

• Stable daily operations
• Reduced cancellations
• Higher service reliability
• Better client experience

‍

‍

Loyalty System as Core Business Logic

‍

Loyalty was not treated as a promotion tool, but as the main growth model.

‍

We built a multi-layered loyalty system:

• QR-based in-salon loyalty
• Digital loyalty platform integration
• Point-based rewards
• Multi-level loyalty structure
• Monthly loyalty benefits
• VIP client program
• Automated coupon systems
• Incentives for consistency
• Retention-driven rewards

‍

Why this mattered:
Repeat visits are more valuable than new leads in service businesses.
Loyalty becomes the engine of growth.

‍

‍

CRM & Direct Messaging as a Sales Channel

‍

Medeja had a strong client base, but no structured communication strategy.

‍

We built a CRM foundation and activated direct messaging channels as primary business tools.

‍

Channels used:

• SMS campaigns
• Viber campaigns
• Automated messaging flows

‍

These channels were used not only for service communication, but also as direct sales channels for product offers and brand collaborations.

‍

Why this mattered:
Messaging is not just communication, it’s conversion.
Direct channels outperform social media in trust and response rate.

‍

‍

Retail & Product Sales System

‍

Unlike clinics, Medeja operates a hybrid model: services + retail.

We designed a retail communication system integrated with loyalty:

• Product launch campaigns
• Loyalty-exclusive offers
• Member-only promotions
• Brand collaboration campaigns
• VIP product access
• Automated retail offers
• Loyalty-based pricing logic

‍

Why this mattered:
Retail sales become predictable when they are loyalty-driven, not promotion-driven.

‍

‍

Service Experience Design

‍

All systems were connected into one continuous client journey:

• Booking
• Visit
• Experience
• Follow-up
• Loyalty activation
• Product offers
• Retention cycle

‍

This created a closed-loop business model where every interaction strengthens the relationship.

‍

‍

Results

‍

Medeja now operates on a structured loyalty-first service and retail system.

‍

Key results:

• Increased repeat visit rates
• Reduced cancellations and no-shows
• Automated booking and follow-ups
• Strong loyalty and retention structure
• Direct high-engagement messaging channels
• Structured product sales system
• Predictable retail revenue
• Strong client relationships
• Reduced manual operational work
• Scalable service & retail growth model

‍