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Audit of CRM and sales funnel for a premium clinic. Found 1.6 million.
Consulting
Task: A premium clinic (medical segment) with operational advertising, an AI bot, and a sales department had an abnormally low sales conversion rate of 1.23% against a niche benchmark of 5-8%. The request was framed as a "lead quality issue." My hypothesis from the start: the problem lies not in traffic, but in processing.
What I did: a systematic audit of the entire funnel over a month of data in the CRM — from the first inquiry to the closed deal. I analyzed the AI bot's performance (7 real dialogues), timing and quality of managers' work, funnel structure, card filling, and traffic attribution.
Key findings:
… — Sales conversion of 1.23% — the issue is not with traffic, but with gaps between the bot, manager, and CRM.
— 23% of inquiries went unanswered; 98.7% of the active database had no tasks for processing ("clients are systematically forgotten").
— The AI bot functioned as a price guide rather than a qualifier: it provided pricing before identifying needs — the top reason for lead loss.
— The manager engaged in dialogue 4-12 hours after the bot and duplicated its questions — in a premium setting, this breaks trust.
— The actual cost of inaction was calculated: about 1.68 million UAH lost in a month on unrealized deals.
— It was found that the status "not interested" (35% of the database) masked not client refusals, but the problem of missed calls — meaning the CRM concealed the lead generation issue.
Result and recommendations: I prepared a systematic document with a prioritized breakdown (impact × complexity of fixes), rewritten AI bot scripts based on the principle "qualification first, then pricing," a new SLA for managers, a reduction of the funnel from 13 to 7 stages, and a reactivation plan for the database. All is to be implemented within 4 weeks without increasing the advertising budget. The projected effect is a 2.5-3 times increase in sales conversion (from 1.23% to 3-4%).
Work format: analytical document + 1.5-hour call for breakdown + implementation checkpoints.
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