Recall Automation (Nexus CRM) — the appointment-loop that lifts pLTV by 40-70%.

How it works.

Every specialty has a natural cadence. A dental cleaning is scheduled every six months. An acne review three months after the initial derm consultation. A post-IVF counselling window ninety days after a completed cycle. An annual cardiac review a year after a stent. Left to the patient, that cadence collapses — life happens, the reminder never arrives, the follow-up slot goes empty, and the practice loses revenue it had already earned. Recall Automation restores the cadence by making the reminder someone else's responsibility — the CRM's — and by sending it on the channel the patient actually reads.

1. Recall schedule per specialty. Twelve pre-built calendars — dental 6-month cleaning, derm 3-month review, IVF 90-day counselling, cardiac 12-month review, and eight more.
2. Template library. WhatsApp, SMS and email copy already approved for Meta template categories and compliant with DPDP consent and NMC advertising rules.
3. Consent check gate. Every send is blocked at the CRM level unless the patient has opted into that specific recall template category. Withdrawal is one message and permanent.
4. Slot-availability integration. The recall template pulls open slots from the PMS calendar so the patient books directly into a real free time, not a "we'll call you back" queue.
5. Response handling. Confirmations flow back to the PMS as booked appointments; opt-outs update the consent field automatically; questions route to a live inside-sales rep.
6. Cohort reporting. Recall response rate, booking rate, revenue per recall cohort, pLTV lift — all rolled into a single dashboard the practice reviews weekly.

How ICG uses this.

Nexus CRM ships inside HealthPro 360 and is mandatory on every ICG setup engagement — the recall loop is what stops a marketing spend from being a one-shot conversion machine and turns it into a compounding pLTV engine. Portfolio data across dental, dermatology, IVF, cardiology and general practice consistently shows recall automation lifting patient lifetime value 40-70% inside twelve months with zero incremental ad spend. The first-quarter payback is normally the recall program's own cost, which makes the rest of the year net contribution to pLTV.

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