01
The operating need
Haven Healing needed a connected way to manage enquiries, follow-up, session bookings, and payments. The objective was to organise the journey from an initial question to a confirmed booking and the administrative steps around the session.
02
What MATCHALAB delivered
MATCHALAB delivered the website and internal ERP and CRM workflows around the service. Enquiries are recorded in the system so the team can track the contact, the interaction history, and the next administrative step.
Booking, follow-up, and payment workflows are connected rather than managed as unrelated tasks. The operating system supports the staff responsible for coordinating the session journey.
03
From an enquiry to a confirmed booking
The CRM tracks enquiry progress and coordinates follow-up. Automated messages can provide session information and reminders, helping an interested person understand the available next step and return to the booking journey.
This follow-up is organised around the enquiry and scheduling process, rather than leaving the team to remember every conversation manually.
04
AI-assisted booking
The AI booking workflow responds to administrative questions, supports appointment selection, and connects the booking to the internal record. It helps organise the scheduling journey and the related follow-up without presenting the assistant as a therapist or clinical decision-maker.
05
Individual payment workflows
Staff can generate an individual payment link for the relevant person and booking. The system supports different payment options within the service workflow, allowing payment coordination to remain connected to the appointment record.
06
A connected operating view
CRM and ERP workflows bring enquiries, booking coordination, reminders, and payment administration together. The result is a clearer administrative journey for both the person booking and the team organising the service.