How Action Sport Physio Downtown saw the benefits of a Modernized Reception

Action Sport Physio Downtown is one of the larger clinics in the Action Sport Physio network. Busy days, in-person patients, phone calls, cancellations, therapist schedules, and front-desk follow-ups all move at the same time.

For Kim and the team, the goal was never to replace the human side of reception. Customer service is one of the reasons patients keep coming back. The challenge was finding a way to move forward with technology while keeping that trust intact.

Before Walaw, after-hours calls went to a traditional answering machine. On regular days, the team had to start the morning by listening to messages and trying to understand long requests. On long weekends, the problem got worse. After a certain number of messages, the voicemail box could fill up completely.

Action Sport Physio Downtown implemented Aspen, Walaw's AI phone agent, to support the clinic when reception is closed or unavailable. As Kim described it, Aspen became the front desk's right arm.

Today, Aspen helps answer calls during evenings and weekends. Instead of leaving a voicemail, patients can explain what they need, get guided toward the next step, and even receive a booking link. Behind the scenes, the team receives the information in Walaw's dashboard and can quickly see what happened, review the request, and follow up when needed.

Walaw helped Action Sport Physio Downtown improve a very important window: after-hours booking. Kim recognized it herself in an anecdotal story; as a busy director, sometimes the only time she can call to make an appointment is at 10 pm at night. Sometimes patients remember to book at night, over the weekend, or while they are in the car. Even during the Christmas holidays, with Aspen, 100% of the calls were received, and ASP was able to stay available for bookings.

With 30% of reservations caught with Aspen, Kim shares that "It definitely improved [their] ratio of bookings during closed hours."

The change was also in part cultural. The clinic is an established clinic with loyal patients and a strong service standard. Introducing AI meant asking both patients and staff to trust a new way of working.

Kim's advice to other clinics is clear: "Sometimes you just have to bite the bullet and try to see the benefits of what you're afraid of." For Action Sport Physio Downtown, Walaw became a way to move toward the future without becoming a self-service clinic.