CASE STUDY
How a 26-Year Chiropractic Practice Killed Its Two-Agency Mess, Set a 71-Patient Single-Day Record, and Outgrew Its Own Budget
Practice
Lacerda Chiropractic
Location
Morgan Hill, CA
Founded
1996
Doctor
Dr. Mike Lacerda
THE PROBLEM
Too Many Vendors.
Too Many Leaks. No Clarity.
Running ads was just one piece of a much bigger puzzle. They were juggling two ad agencies, a disconnected front desk system, and manual follow-ups which was creating friction, missed opportunities and rising costs.
The biggest challenges:
Leads were falling through the cracks or not followed up fast enough
Two agencies that didn't communicate (or own results)
No way to track performance across the full patient journey
THE SOLUTION
From Broken Processes to Scalable Systems
THE SOLUTION
From Broken Processes to Scalable Systems
THE SOLUTION
What We Built, What's Live
AI Receptionist
BEFORE
After-hours calls went to voicemail and rarely got returned. During business hours, Tori — the practice's chiropractic assistant — was juggling phones, intake, and patient flow at the same time, which meant overflow calls dropped through the cracks.
NOW
Voice AI ('Jessica') is live for after-hours call capture. Demo'd, approved, and running against the practice's published line. Calls that come in outside hours are answered, scheduled, and logged into the unified system instead of disappearing into voicemail.
Unified System & Single Point of Contact
BEFORE
Two separate Go High Level instances run by two separate marketing agencies. Two or three calendars to schedule patients across. Messages dropping between systems. No way to see — let alone share — show/no-show data with either agency. The owner was the human glue holding it all together.
NOW
One unified Go High Level instance. One calendar. One contact source on the owner's phone. ExitLoop AI serves as the single liaison between the practice and both marketing agencies — show data flows back to Proactive and Inception so they can optimize for converting leads instead of just generating leads. Dr. Lacerda no longer talks to either agency directly.
Database Reactivation
BEFORE
Years of past leads who had inquired but never booked sat dormant in the CRM. There was no system to re-engage them — every dollar spent acquiring those leads was a sunk cost the practice had already paid for.
AFTER
A one-time reactivation campaign was launched against leads older than three months, offering a $300-off voucher. The campaign is running and being monitored. Future quarterly reactivation cadence is being templated off this first launch.
No-Show & Pre-Pay
BEFORE
Roughly a third of every booked appointment was being lost to cancellations or no-shows, with no automated confirmations and no consequence for not showing up. Show/no-show status was tracked manually — when it was tracked at all — which meant marketing agencies were optimizing blind.
NOW
New patients now pre-pay $47 to book, going live in March 2026. A cancellation policy is in place and surfaced at booking and via SMS so there are no 'I didn't know' moments. A confirm-to-keep workflow asks every booked patient to reply to confirm — appointments without confirmation get auto-rescheduled or backfilled. QR-code patient check-in feeds show/no-show data straight back to both marketing agencies.
Reputation & Visibility
BEFORE
The most recent Google review on file was from July 2025 — eight months stale by the time ExitLoop engaged. There was no system for asking patients to leave reviews, no automation for responding to the ones that came in, and no compounding effect on local search visibility.
AFTER
A review blitz with a $100 Amazon Gift Card raffle launched in March 2026. New reviews are responded to automatically; manual replies are optional. The 5-star average is being maintained while volume rebuilds.
~15
100%
5.0
Auto
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AI-powered revenue recovery systems for dental, medical & chiropractic practices. Installed in 4 weeks. Results from day one.
COMPANY
RESOURCES
© 2026 ExitLoop. All rights reserved.