INTRODUCING SILKEXPANDED PLATFORM IN DEVELOPMENT
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EXPERIENCE & OPERATIONSPLATFORM + MANAGED SERVICES

Every interaction
is an opportunity.

From first inquiry to lasting loyalty, SILK is building a more connected way to manage appointments, understand customers, and improve operations.

Explore SILK See the platform
CONNECT THE JOURNEYUNDERSTAND THE EXPERIENCEIMPROVE WHAT MATTERS
THE SILK DIFFERENCE

Your tools stay.
The journey gets clearer.

We're not building another booking app. SILK is being designed as the intelligent operational layer around the systems businesses already use, connecting what happens before, during, and after every appointment.

Booking systemsWeb inquiriesDMs & messagesForms & feedback
SILKEXPERIENCE + OPERATIONS LAYER
ATTENDANCE VISIBILITY · EXPERIENCE INSIGHTS · ACTIONABLE NEXT STEPS

Integrations and automation availability will depend on each supported system and applicable permissions.

THE SOLUTIONSFOUR BUSINESS PRIORITIES

Better experiences.
Measurable progress.

Start with the challenges you want to solve. SILK is designed to connect the people, processes, and intelligence needed to improve each step, without replacing your existing scheduler.

01 / OPPORTUNITY01

Capture more
opportunities.

Help keep eligible inquiries from going unanswered. Coordinate approved follow-ups and understand which channels turn interest into appointments.

INQUIRY FOLLOW-UP
02 / ATTENDANCE02

Improve appointment
attendance.

Bring confirmations, reminders, rescheduling, and attendance verification into one accountable flow, working alongside the tools you already use.

BOOKED CONFIRMED ARRIVED
03 / EXPERIENCE03

Understand every
experience.

Gather meaningful feedback, keep provider and business-level insights distinct, and route concerns to the right person for thoughtful resolution.

LISTEN RESPOND RETAIN
04 / IMPROVEMENT04

Turn insight
into action.

Surface operational bottlenecks, investigate contributing factors, recommend a test, and measure the effect of changes your team approves.

DETECT INVESTIGATE MEASURE
WHAT SILK HELPS YOU SOLVEExplore the connected offerings
THE SILK ECOSYSTEMONE SHARED ENGINE · FOUR WAYS TO ENGAGE

One connected system.
Distinct capabilities.

SILK brings the work around each appointment together. Explore how its connected product capabilities and optional managed services are designed to support the entire journey.

Not four disconnected apps. One evolving platform, with optional support when teams want us closer to the work.

CAPABILITY / 01

SILK
Scheduling.

The work around the booking, not another booking app.

Designed to coordinate approved inquiries, hand off to the business's existing scheduler, track confirmations and reschedules, and distinguish bookings from verified arrivals.

InquireBook & confirmVerify arrival
CONNECTED CAPABILITIES
SchedulingDemand planned expansionRecovery planned expansion
Explore appointment demo
CAPABILITY / 02

SILK
Experience.

Hear every voice. Know what needs attention.

Designed to connect customer NPS and satisfaction surveys, individual provider feedback, low-score triage, case ownership, approved follow-ups and documented resolution.

Collect feedbackAssign casesResolve & retain
CONNECTED CAPABILITIES
Provider NPSCSAT & surveysCase resolution
Explore experience demo
CAPABILITY / 03

SILK
Intelligence.

See the pattern. Understand the next move.

Proposed dashboards, evidence-linked diagnostics, weekly reporting and measured improvement tests help teams see bottlenecks, prioritize actions and assess whether changes worked.

Monitor KPIsInvestigateMeasure change
CONNECTED CAPABILITIES
PulseDiagnosticsIntelligenceOptimization phased
Explore diagnostics demo
SERVICE LAYER / 04

SILK
Managed.

The same intelligence. An extra set of hands.

Optional, defined human support for implementation, authorized communications, case review, exception escalation, quality assurance and practical follow-through.

ConfigureCoordinateReview & report
SERVICE COMPONENTS
Setup & QAApproved follow-upsHuman escalation
Compare ways to work
PLATFORM-AGNOSTIC BY DESIGN

Specific integrations, automation and managed-service availability depend on supported tools, permissions and launch stage. Expanded capabilities are in development.

THE SILK PHILOSOPHY

Not just a dashboard that shows what happened. A clearer way to decide what happens next.

INSIDE SILKPRODUCT CONCEPT

See what
SILK sees.

Explore a fictional workspace for verified attendance, customer and provider feedback, case resolution, operational diagnostics, and accountable reporting.

SILK / PRODUCT EXPLORER

See how the proposed system connects appointments, people, feedback and operational decisions.

INTERACTIVE CONCEPT · SYNTHETIC DATA
MAISON AESTHETICS ● FICTIONAL BUSINESSOCT 1–31, 2026 · SAMPLE
ORGANIZATION OVERVIEW

Good morning.

A connected view of the journey, from qualified inquiry to verified arrival.

All locations
SHOW RATE86% 4 percentage points
172 of 200 resolved visits
ORGANIZATION NPS+42120 survey responses
9–10 promoters; 0–6 detractors
CUSTOMER SATISFACTION4.7/5Mean visit rating
120 responses · 1–5 scale
OPEN CASES34 resolved this period
Assigned to staff review

Attendance trend

12-WEEK ILLUSTRATION
100%50%0%
W1W6W12

Resolved visits only · excludes cancellations and unknown outcomes

Customer satisfaction

12-WEEK ILLUSTRATION
5.04.03.0
W1W6W12

Mean satisfaction score · 1–5 survey scale

OPERATIONAL SIGNAL

Friday arrivals need attention.

Sample monitoring identified a lower Friday show rate. Open Diagnostics to review evidence and a proposed test.

DATA QUALITY96%Appointment outcome coverage

212 of 221 scheduled visit records have a resolved status. Nine remain unknown.

SCHEDULING + ATTENDANCE

Know what actually happened.

Booked is not confirmed. Confirmed is not arrived. SILK is designed to retain each outcome separately.

QUALIFIED INQUIRIES260From 320 inquiries
Distinct, deduplicated leads
BOOKED APPOINTMENTS22185% lead-to-booking
221 / 260 qualified leads
NO-SHOW RATE14%28 of 200 resolved
Exclude cancellations / unknown

Appointment outcomes

221 BOOKED
Arrived172
No-show28
Canceled12
Unknown9

Show rate: 172 / (172 + 28) = 86%. Canceled and unknown outcomes are excluded from this denominator.

Inquiry conversion

ONE COHORT
All inquiries
320
Qualified
260
Booked
221

Track sources such as permitted DMs, site inquiries and referrals. Unattributed sources remain “Unknown.”

Where inquiries began

SAMPLE CHANNEL ATTRIBUTION · 320 INQUIRIES
Instagram / approved DMs120
Website forms & chat96
Referrals64
Unknown source40

Channel reporting depends on available consented data and each platform's supported integration capabilities.

Attendance integritySILK's proposed event model separately records booked, confirmed, arrived, completed, canceled, rescheduled and unknown states with source evidence. Reminders do not prove arrival.
SILK EXPERIENCE

Listen. Resolve. Learn.

One view of organization-level experience, individual provider feedback, and the cases that need human follow-through.

ORGANIZATION NPS+42120 responses
75 promoters · 20 passive · 25 detractors
MEAN CSAT4.7/5120 valid responses
Separate 1–5 satisfaction question
SURVEY RESPONSE RATE80%120 / 150 delivered
Eligible invitations
FOLLOW-UP CASES73 open · 4 resolved
Distinct from all NPS detractors

Provider experience snapshot

NPS REPORTED SEPARATELY
ProviderNPSCSATResponses
Provider A+654.8/540
Provider B+334.6/540
Provider C+284.7/540

Alphabetical sample display, not provider rankings. Sample size, service mix and response bias need context.

Voice of the customer

ILLUSTRATIVE FEEDBACK
“My service was great, but I wasn't sure how to prepare.”

A lower experience rating can open a staff-reviewed case. It is not automatically a clinical assessment or public-review filter.

01Feedback capturedEligible post-visit survey
02Case assignedHuman owner + due date
03Response approvedConsent-aware outreach
04Resolution measuredClosure, reopen, rebooking

Public review invitations must not be selectively withheld based on sentiment. Follow-up thresholds do not alter standard NPS classifications.

SILK DIAGNOSTICS

From signal to accountable action.

Evidence before assumptions. Proposed interventions before automation. Measurement after an approved change.

DETECTED PATTERN · FRI ATTENDANCE

Show rate fell from 88% to 76%.

Prior example cohort: 22/25 arrived. Current example cohort: 19/25 arrived. Small synthetic groups warrant investigation, not a causal conclusion.

Review suggested
01
DETECT

Compare verified arrivals with eligible resolved Friday visits, alongside cancellation and unknown statuses.

02
INVESTIGATE

Five of six missed visits have no recorded confirmation. Validate event completeness and consider other contributors.

03
RECOMMEND

Test an additional consent-compliant confirmation step for an eligible segment. Proposed owner: front-desk lead.

04
MEASURE

Compare arrivals, confirmed responses, opt-outs, cancellations and staff effort over the following 2–4 weeks.

View evidence and measurement plan
What we know

Friday arrival rates declined in two illustrative cohorts, and missing recorded confirmations appear more common among missed visits.

What we do not know

Whether reminders caused the decline, whether confirmation records are complete, or if customer / staffing mix changed.

How we would test

Obtain staff approval, verify permitted messaging, document baseline and sample sizes, assign an owner, then compare results and workload.

DEMO RECOMMENDATION · HUMAN APPROVAL REQUIRED BEFORE ACTION
SILK INTELLIGENCE

Reporting that leads somewhere.

A proposed weekly operating brief combining trustworthy KPIs, unresolved issues, next actions and data-quality checks.

WEEKLY PERFORMANCE BRIEF · SAMPLE

October 19–25, 2026

Fictional business · Illustrative reporting period

Awaiting review
ATTENDANCE85.7%36 / 42 resolved
LEAD CONVERSION70.7%41 / 58 qualified
ORG NPS+3826 valid responses
OPEN CASES3Assigned for follow-up
OBSERVED BOTTLENECK

Unconfirmed visits warrant review.

Unconfirmed bookings appear more frequently among missed visits in a sample cohort. The relationship is observational, not proof of cause.

RECOMMENDED TEST

Review confirmation timing.

Owner: operations lead. Confirm channel permissions, compare staff workload and measure arrival changes in 2–4 weeks.

Appointment outcomes documented93%
Lead source identified78%
Unresolved sync events4

Sample figures are illustrative and are not connected to live clients. Reports should specify cohort definitions, denominators, comparison periods, data limitations and responsible owners.

INTERACTIVE PRODUCT CONCEPT · ALL METRICS, PEOPLE AND SCENARIOS ARE FICTIONAL · NO LIVE SYSTEMS OR VERIFIED INTEGRATIONS

HOW IT WORKSA CONNECTED CYCLE

From inquiry
to improvement.

01Capture

Qualify permitted leads and inquiries across supported channels.

02Schedule

Work with the existing scheduler; confirm visits and deposits.

03Recover

Flag missing confirmations, cancellations and rebooking opportunities.

04Experience

Verify arrivals and collect eligible NPS and satisfaction feedback.

05Resolve

Assign feedback cases, coordinate follow-ups and track resolution.

06Optimize

Test approved improvements, report outcomes and monitor retention.

SILK is designed to support a continuous operating cycle, not replace the business's scheduling system.

TWO WAYS TO WORK WITH SILKONE CONNECTED SYSTEM

The platform.
Or the people behind it.

Businesses can use the planned workspace themselves or choose defined, authorized workflows for SILK's team to coordinate.

01 / SELF-SERVE PRODUCT

SILK Platform

Your team uses the connected workspace to monitor attendance, review customer experience, assign cases, and evaluate recommended improvements.

  • Connected appointment and experience records
  • Dashboards, cases, and performance reports
  • Team-controlled decisions and workflows
SOFTWARE ACCESS · PROPOSED OFFERING
02 / OPTIONAL HUMAN SUPPORT

SILK Managed

Additional operational support for implementation, approved follow-ups, case triage, reporting quality, and exception coordination.

  • System setup and workflow configuration
  • Authorized follow-ups and case monitoring
  • Human review, escalations, and QA
DEFINED SERVICES · PROPOSED OFFERING

Both offerings are in development. Availability, service scope, and integration support will be confirmed individually.

WHO WE SERVEBUILT TO ADAPT

Different businesses.
Shared ambitions.

SILK is designed for service-led teams that want stronger customer relationships and clearer operational visibility.

Aesthetics & med spas
Wellness & fitness
Salons & studios
Hospitality & service
Multi-provider practices
Growing service businesses

Healthcare functionality requires additional regulatory, technical, and contractual safeguards before handling identifiable patient information. It is not live in this prototype.

WHAT COMES NEXT

Let's build
a better experience.

We're developing the expanded SILK platform. Join the conversation as we shape the product and explore future pilot opportunities.

EARLY ACCESS

Get in touch.

Interested in future pilot opportunities? Tell us about your business, and we can follow up as SILK develops.

Business inquiries only. Do not include patient or sensitive personal information. See our privacy information.