KL Dental
HEALTH & WELLNESS
The Client
Founded in 2013, KL Dental expanded their dental services to 4 locations in the KL/Selangor area.
Before working with XELAH back in September, 2023, KL Dental was already investing in Meta ads, Google ads, and SEO.
The Challenge
- Both Meta & Google ad accounts were owned by the previous marketing agencies
- No dedicated sales team
- Previous agencies only helped with lead generation, not conversions
- No Historical Data – That meant we had no historical data we could leverage and had to create entirely new ad accounts.
- Data Loss – Leads were followed up by front desk staff, which posed 2 big issues. Staff were not effectively trained to respond to leads, and for front desk personnel, following up with leads was deprioritized in favour of more urgent clinic matters, negatively impacting conversions.
- Data Limitations – Aside from metrics leading up to CPL, there was no historical data we could study to identify opportunities for conversion improvements (cost-per-response, cost-per-appointment, cost-per-conversion, etc.).
Due to these challenges, we implemented a complete, done-for-you solution that would help KL Dental achieve a 48% growth in revenue after working with us for 12 months.
OUR PROCESS
Phase 1: New Meta & Google Ad Accounts
We had to create completely new Meta & Google Ad accounts due to previous marketing agencies gatekeeping access.
That meant that we had to hit the ground running with no leverage of existing data.
That being said, after implementing our strategies and marketing direction, we completely exceeded expectations.
Within the first month:
- Meta Ads: 5x Revenue Results
- Google Ads: 2x Revenue Results
OUR PROCESS
Phase 2: Implement Conversion Tracking
Prior to working with XELAH, KL Dental had worked with 10+ marketing agencies in the past.
0 helped with conversions.
We worked with them to implement conversion tracking into their appointment system, separating leads by their ‘Source’ so we can carry out attribution & conversion reports e.g. ‘Lead Source = Facebook’, ‘Cost Per Acquisition’ etc.
OUR PROCESS
Phase 3: Implement Our Patient Acquisition System
After running their ads for 1.5 months, we identified a Lead > Appointment conversion issue.
This was when we found that their front desk staff were the ones handling their leads.
This was leading to ineffective results, so we implemented our patient acquisition system to solve it.
Our patient acquisition system simply consists of 1 full time appointment setter that utilises our own in-house CRM system.
They’re trained to effectively follow up with leads, maximising the response > appointment metric.
Utilising a CRM system ensures all leads continue to be followed up on, improving all conversion metrics across the board.
Within the first month:
- 150% increase in Response Rates
- 83% Increase in Confirmed Appointments
Results
Before XELAH
Aug ’23
RM4.8M
Yearly Revenue
Lack of conversion & attribution reporting, can't justify increasing ad spend
RM20.20
CPL
After XELAH
Sep ’23 – Oct ’24