OutsideClinic brings eye and hearing tests to people in their own homes. For years, every customer conversation relied on the post: slow to arrive, the same for everyone, and sent only when it had to be.
With MBA Pulse, connected email, SMS and print journeys now follow each customer from booking to their next appointment, with personalised messages, self-serve links and QR codes that make every communication easy to act on.
The Challenge
With an average customer age of around 85, the long-held belief was that customers weren’t online. As the business grew, that meant thousands of letters a week.
Slow: Letters were triggered one by one, so they couldn’t be batched, and clinicians sometimes arrived before them. New campaigns had to go through design and print first.
Static: Every customer got the same A4 letter, with no personalisation and no easy way to change an appointment.
Reactive: There was little contact between booking and visit, and confusion over outdated letters drove a steady stream of inbound calls.
The Solution
MBA Pulse connects to OutsideClinic’s booking system through a live API, so every message is triggered by where the customer is in their journey.
Create: Marketers build campaigns from pre-set templates, taking assets live within hours.
Deploy: Email, SMS and print run from one platform, with personalised QR codes and self-serve links on every message.
Orchestrate: Automated journeys send reminders before a visit, updates afterwards, and a prompt to rebook as the next test approaches.
View: Instant reporting and A/B testing shape every next send.
The Impact
Customers are better informed at every stage, and far less time goes on chasing them by phone.
- 98% reduction in transactional post
- ~80% fewer follow-up phone calls
- 6x increase in email enquiries
- More customers at home when clinicians arrive
- Year-round engagement across eye and hearing care
Looking Ahead
With a live API link now connecting OutsideClinic’s systems to Pulse, the next step is to make even more of the platform’s integrations. The aim is to bring more customer journeys onto Pulse and give customers more access and control over their care than ever before.