Customer Success Story
How Freecoat Nails Built a Seamless Booking and Payment Experience Across 5 Locations With Boulevard
- Locations
- 5
- Boulevard customer
- since January 2021
- Industry
- Nail Salon & Beauty Bar
- Website
- Freecoat Nails
Key Takeaways
- Freecoat Nails cut no-shows by 78% after switching to Boulevard, alongside a 15% increase in gift card sales, a 12% increase in gratuities, and a 10% increase in service sales.
- Automated SMS reminders, with a clearly stated late-cancellation charge, replaced a system with no systematic way to catch late and no-show clients.
- Group and self-booking through Boulevard removed the friction of lengthy manual forms for bridal parties and other group bookings.
- Boulevard Offset lets Freecoat offset credit card processing fees, supporting more predictable, sustainable revenue.
Introduction
Freecoat Nails is a five-location nail and beauty bar franchise that works to create a clean, healthy environment for clients and technicians across North and South Carolina, offering toxin-free, fume-free, and jet-free services, complete with a selection of nail polishes, top coats, and cuticle oils created in-house. Freecoat's director of operations, Jennifer Gandino, is responsible for growing the business while keeping it aligned with its fundamentals: delivering excellent nail services to clients while promoting a healthy and environmentally sustainable environment for all.
Less talk,
more proof
- 78%
- Reduction in no-shows
- 15%
- Increase in gift card sales
- 12%
- Increase in gratuities
- 10%
- Increase in service sales
The Challenge: Outdated Software Couldn't Support a Growing, Multi-Location Nail Salon
Freecoat's old software lacked support for booking groups online, despite the business being a popular choice for birthdays, bachelorettes, and bridal parties. The software was also prone to outages, with absentee customer service that made it difficult to get answers to pressing questions.
Without a systematic way to remind clients of upcoming appointments and allow modifications, late and no-show clients were difficult to avoid.
It was clear the old software couldn't keep up with Freecoat's vision to be the leading non-toxic nail and beauty bar.
The Solution: Nail Salon Software Built for Booking, Reminders, and Payments
Freecoat decided to make the switch to Boulevard's nail salon software at the end of 2020, and completed its software transition on January 3, 2021. Jennifer was immediately struck by how Boulevard "was really interested in delivering what clients needed. That was a huge deal in making the switch."
“You can tell Boulevard is invested and wants to be the leader in the industry. They care about evolving in a space that doesn’t always prioritize innovative software.”
How We Helped
- Easy self-booking
- Clear, seamless booking, including for groups, removed the lengthy forms bridal parties used to fill out
- Automated reminders
- SMS reminders with a clearly stated late-cancellation charge cut no-shows and late cancellations
- Easy checkout
- A streamlined POS with cards on file and pre-filled gratuity suggestions kept checkout fast and boosted tips
- Handy client portal
- Clients get instant visibility into vouchers, appointment history, and service providers
- Easy credit card payments
- Saved card details sped up checkout and improved the client experience
- Powerful automated marketing
- Set-and-forget campaigns plus a centralized contact center keep client conversations going
- Instant online gift cards
- Made last-minute gifting simple for regulars and their friends
- All-in-one payment processing
- Centralized transactions and dispute handling, plus Boulevard Offset to manage credit card fees for more predictable revenue
