Clinic Assist — New Sales Process

One SDR (Abigail) works every lead. Two funnels lead to a closed deal: she closes most herself; for the rest a senior fronts the call while she runs the back-end.

Colour key: ■ SDR (Abigail)   ■ Senior (Kate / Oliver / Paul)   ■ Won / live

• Funnel 1 (default): Abigail closes on Growth herself and runs every stage in Close.
• Funnel 2 (exception): she books a senior call on her own calendar; the senior leads & vets the contract, but Abigail sends it and runs the back-end.
• Both converge → live client → Kate's 2-week review upgrades them.

Clinic Assist — New Sales Process

Every lead that comes in is worked by Abigail (the SDR), and her default job is to close it herself on the Growth plan, running the deal end-to-end through our Close pipeline. When a prospect has a question or requirement she can't resolve on the call, the deal moves into a second track: she manually books a deeper call on her own calendar with the right senior — Kate, Oliver or Paul — who leads the conversation and vets the commercials / contract. Even then, Abigail keeps doing all the back-end: she moves the deal through Close, sends the (senior-vetted) contract, and does the follow-ups. So on the second track the senior is the face of the deal, but the SDR runs the engine behind it.

Colour key: ■ SDR (Abigail)   ■ Senior (Kate / Oliver / Paul)   ■ Won / live

Who does what (Funnel 2)

Escalation routing (who Abigail books for Funnel 2)

1. What we do

Clinic Assist provides AI-powered call answering + human escalation for private healthcare clinics in the UK, so clinics never miss a patient call. Plans start at £295/month, with higher tiers for larger clinics.

2. The sales funnel

3. How we sell

• Rep-led, phone-first. An inbound lead books a 15-minute phone call; our rep runs it.
• Land on the entry plan. Get the clinic started at low cost — "everyone starts here."
• Expand later. ~2 weeks after onboarding, a senior upgrades the client based on real usage.
• Escalate only when needed. A senior joins a deeper call if there's a blocker. Most deals don't need this.

4. Our CRM

We run everything in Close CRM. Leads carry a status (New → Prospecting → Customer, plus Nurture / Not a Fit / Do Not Contact); deals move through a pipeline to Live, paying client. We capture contact & clinic info, lead source + UTM, and the plan once they sign. Booking confirmations and reminder texts are automated.

5. Our plans

(One-off £250 onboarding fee on all plans. Annual billing = 5% off.)

6. Where we'd welcome your help

• More leads → booked calls, and more booked calls → clients.
• Reducing no-shows and opt-outs.
• Better lead quality, tracking & attribution, and CRM hygiene.

1. What we do

Clinic Assist is an AI-powered call-answering service (with human escalation) built for private healthcare clinics in the UK. Clinics lose patients and revenue every time a call goes unanswered — at lunch, after hours, or when reception is with a patient. Our AI answers every call, handles booking and common questions, and hands off to a human when a call needs one — so no patient is missed and the front desk is freed up.

We're a subscription service: plans start at £295/month and scale up as a clinic's needs grow. Because revenue is recurring, a client is worth far more than a one-off sale — which shapes how we sell (land first, grow later).

2. Who our ideal customer is

• UK private healthcare clinics, single-site or multi-site.
• Best reached via the decision-maker — owner, principal, or practice manager.
• Clinic types we serve: Aesthetics / Cosmetic · Chiropractic · Dental · GP / Primary Care · Mental Health / Therapy · Optometry · Osteopathy · Physiotherapy · Podiatry · Specialist / Consultant.

3. The sales funnel (end to end)

4. How we sell — "land and expand"

• Rep-led and phone-first. Inbound leads book a 15-minute phone call; a dedicated rep (SDR) runs it. No long demos up front.
• Everyone starts on the entry plan. The rep's job is to get the clinic started at low cost, not to size the perfect package on call one.
• Expansion happens after they're live. ~2 weeks post-onboarding, a senior runs a review call and upgrades the client based on their actual usage and results — when we can show real ROI.
• Seniors are the exception. If a prospect has a question the rep can't resolve (technical, multi-site, enterprise), a senior joins a deeper "discovery" call. Most deals never need this.

5. Where leads come from

Our main channels are paid social (Meta ads), outreach lists, referrals, and website / organic. Every lead is tagged with a source (and UTM tags for digital) so we can see which channels actually produce clients, not just form-fills.

6. Our CRM setup

Everything runs in Close CRM.

• Lead statuses track our relationship with a contact: New → Prospecting → Customer, plus Nurture (not now), Not a Fit, and Do Not Contact (opt-out).
• The sales pipeline tracks the deal: from Call Booked through Contract and the onboarding fee to a Live, paying client.
• We capture: contact name / phone / email, clinic name & type, number of locations, lead source + UTM, and the plan & dates once they sign.
• Automations: an instant booking confirmation and reminder texts (48 / 24 / 1 hr before the call) reduce no-shows; key fields auto-update as a deal progresses.

7. Our plans

(One-off £250 onboarding fee on all plans. Annual billing = 5% off.)

8. What we measure & where we'd welcome your help

• Leads → booked calls and booked calls → clients — the two conversions that matter most.
• Reducing no-shows and opt-outs.
• Improving lead quality and how we qualify early.
• Tighter tracking & attribution (which sources/campaigns produce real clients).
• CRM data hygiene & process — anything that makes the funnel cleaner or faster.

One pipeline, two paths

Every prospect enters by booking an SDR call, then takes one of two routes — both ending at a won deal.

The offer: the SDR sells Growth — £295/mo + £250 onboarding. "Everyone starts here"; a senior review ~2 weeks after onboarding upgrades them later.

Part 1 (default): SDR closes on the call. Part 2 (exception): a senior leads a deeper call when there's a blocker — Technical → Paul · Multi-site → Oliver · Enterprise → Oliver + Paul · Complex/outbound → Kate. The SDR still runs the back-end either way.

One pipeline, two paths

This is one pipeline with two routes to a closed deal. Every prospect enters the same way — by booking an SDR call — and then either:

• Part 1 — SDR self-close (the default, most deals): the SDR closes the client on the entry plan.
• Part 2 — Senior discovery call (the exception): if the SDR can't close because of a blocker, a senior runs a deeper call and closes it.

Both paths run through the same stages and finish at OBF Paid – Onboarding (deal won), after which the client moves into the Onboarding pipeline.

The offer being sold

The SDR sells one thing: the Growth plan — £295/month + a one-off £250 onboarding fee (the £250 is the same on every plan). Principle: "everyone starts here" — land the client on Growth, then a senior review ~2 weeks after onboarding moves them to the right tier. The SDR does not size the deal, ask about call volumes, or quote bigger plans on the first call.

Part 1 — SDR self-close (the default)

Who: the SDR. Goal: close on Growth on the 15-minute call — this should be most deals.

Part 2 — Senior discovery call (the exception)

Who leads: a senior (Kate, Oliver, or Paul) leads the conversation. Who runs the back-end: the SDR — she books the call (on her own calendar; the senior joins), marks every stage in Close, and does the follow-ups. When: only when the prospect has a question — before they'll proceed — that the SDR genuinely can't answer or deflect. The default move is to deflect, not escalate: "Yes, we can absolutely do that — let's get you onboarded first, and our team will arrange the detail."

All outbound services must start with the base inbound service first — when we call patients, they call back, so everyone needs the inbound setup underneath.

The shared contract stage (both paths)

How we tell the two paths apart

Did the deal pass through Disco Booked / Disco Attended? No → SDR self-closed (Part 1). Yes → a senior led it (Part 2). Because the SDR marks the stages on every deal, this is automatic — no extra tracking needed.

All stages, in order

Then the Onboarding pipeline: Onboarding in Progress → Live Client – Paying (won) → Given Notice → Churned (lost).

Lead statuses

New (just arrived) · Prospecting (being worked) · Customer (converted) · Nurture (not now) · Not a Fit · Do Not Contact (opt-out) · Churned (former client).

Pipelines

Sales: SDR Call Booked → Disco Booked → No Show → Disco Attended → Qualified → Negotiation → Contract Sent → Contract Signed → OBF Paid – Onboarding (won); lost = Unqualified / Lost.
Onboarding: Onboarding in Progress → Live Client – Paying (won) → Given Notice → Churned (lost).

Custom fields (summary)

Lead: website, company, clinic type, locations, lead source + UTM, SMS reminder toggles, ClickUp link, and more. Contact: decision-maker?, seniority, certifications, LinkedIn. Opportunity: package, add-ons, disco booked/attended?, proposal & onboarding-fee dates, lost/churn reason, go-live date.

Outcomes & automations

Call/meeting outcomes cover phone calls and virtual meets (disco booked, voicemail, not interested, do-not-contact, disqualified, deal closed, etc.). Automations: instant + 48/24/1-hr reminder texts, auto-marking of disco fields, and a lead-resurfaced counter.

Lead statuses

A label on the lead describing our relationship with them. It does not flow in a fixed order — a lead can move between most of these in any direction.

Sales pipeline (deal stages)

Onboarding pipeline

Custom fields — Lead

Custom fields — Contact

Custom fields — Opportunity (deal)

Call & meeting outcomes

Active automations (workflows)

Custom activity types

Contract Created (logs that a contract was generated, with a link) and Web Visit (logs a website visit / landing page).

Sell: Growth, £295/mo + £250 onboarding. Nothing else. Goal: land them; a senior review upgrades them ~2 weeks later.

Never: ask call volumes, quote bigger plans, or guess at technical answers. Close line: "We can get you onboarded at £295 a month with a £250 onboarding fee. Then, about two weeks in, a review call gets you onto the right account for your needs."

Stuck on a real blocker? Deflect first; if it's truly blocking, book a senior — Technical → Paul · Multi-site → Oliver · Enterprise → Oliver + Paul · Complex/outbound → Kate.

1. Your mission

Get every clinic that's ready, started on the Growth plan. We "land and expand" — onboard at low cost, then a senior review ~2 weeks later moves them to the right plan. You don't need to sell the biggest package or win every debate — just land them. The senior team is your back-up, not your default.

2. The call, step by step

• Open: "Hi [name], it's [you] from Clinic Assist — thanks for booking in. I've got about 15 minutes; the goal is to understand how your clinic handles calls today and show how we can take that off your plate. Sound good?"
• Light discovery: clinic type & locations · who handles the phones now · what prompted them to look · what software they use. Never ask how many calls they get or miss.
• Pitch: one or two lines — the AI answers calls, books patients, and escalates to a human when needed, so they never miss a patient.
• Close: use the script in §5, then ask for the go-ahead.
• If yes: send the contract (Close / Better Proposals), take the £250 onboarding fee, and log it in Close.

3. The golden rules

• DO try to close everyone who's ready — on Growth, whatever their size.
• DO keep it simple, warm and confident.
• DON'T ask how many calls they get or miss — they underestimate; we show exact ROI later.
• DON'T quote or sell the bigger plans — upgrades happen at the 2-week review.
• DON'T try to answer technical things you're unsure about — deflect, escalate only if truly blocking.
• DON'T over-sell — the goal is to land them, not to win every objection.

4. What you sell

The Growth plan — £295/month + £250 one-off onboarding fee. That's it. Scale / Thrive / Enterprise are where a senior upgrades clients later, at the 2-week review.

5. The close (use this)

"We can get you onboarded at £295 a month with a £250 onboarding fee. Then, about two weeks in, a review call gets you onto the right account for your needs."

That 2-week line does two jobs: it reassures them they won't be stuck on the wrong plan, and it keeps you out of having to size the deal.

6. Handling objections

Default to "yes, we can — let's get you started first." You don't need to win a debate; just remove the blocker to getting started.

(Cribsheet to be finalised with the sales manual.)

7. When you can't close — book a senior

Only when the prospect has a question — before they'll proceed — you can't answer or deflect. The senior is the "downsell": used only if you can't get them onto the platform without a deeper conversation.

Book it on your own calendar; the senior joins. You still own the deal — mark each stage in Close and do the follow-ups; the senior just leads the call. (Outbound services always start with the base inbound service first.)

8. Other call outcomes

• Interested but not ready — agree a follow-up; keep them warm.
• Not interested right now — lead → Nurture for a future touch.
• Not a fit — mark accordingly; don't keep chasing.
• Asked not to be contacted — Do Not Contact immediately (compliance).
• Didn't show — No Show, then follow up to rebook.

9. Logging the call in Close

10. One-glance summary

Sell: Growth, £295 + £250. Goal: land them; senior review upgrades later. Never: ask call volumes, quote bigger plans, guess technical answers. Blocker? Deflect first; if blocking, book a senior. Always: keep the Close stage updated.