Case Study Draft from Customer Notes

Paste your raw customer call notes. You get a structured case study draft — situation, what changed, results, pull quotes — with every number and claim tagged so your customer's review is a fifteen-minute job instead of a rewrite.

A Markdown case study draft containing: (1) an outcome headline; (2) a 60-80 word summary; (3) 'The situation' with specifics from the notes; (4) 'What they did' including implementation difficulties; (5) 'Results' as bullets with the figure and its period, each tagged [VERIFY]; (6) two or three verbatim pull-quote candidates or an explicit statement that the notes contain none; (7) a 'Before you publish' checklist.

# Kestrel Health cut no-shows from 18% to 11% across 11 clinics [VERIFY]

## Summary
Kestrel Health ran patient scheduling by phone across eleven clinics, with two front-desk staff per site and a no-show rate near 18% [VERIFY]. Over four months they moved to automated scheduling with SMS reminders, starting with two pilot sites. No-shows fell to roughly 11% [VERIFY] and one front-desk role per site was redeployed to patient intake. The hardest part was not the software.

## The situation
Eleven clinics, all scheduling by telephone. Each site ran two front-desk staff whose day was substantially consumed by booking and rebooking calls. The no-show rate sat around 18% [VERIFY], which meant that on any given day roughly one appointment in five went unused while patients waited for slots.

Dana Okafor, Clinic Operations Manager, described a weekly ritual: a Monday morning list of everyone who had not turned up the previous week.

## What they did
The rollout began with two pilot clinics and took four months in total.

The pilot was harder than planned, and for a reason that had nothing to do with the platform: Kestrel's appointment types had accumulated inconsistently across sites and had to be cleaned up before automated scheduling could work correctly. That clean-up was the bulk of the pilot effort.

Once appointment types were standardised, the remaining nine clinics went live in six weeks [VERIFY].

Dana identified SMS reminders as the single biggest driver of the change in no-shows.

## Results
- No-show rate fell from approximately 18% to approximately 11% [VERIFY — confirm the exact figures and the measurement period for each; 'approximately' will not survive a compliance review].
- One front-desk role per site redeployed from booking calls to patient intake [VERIFY — confirm whether this is across all eleven sites or the pilot sites only; the notes do not say].
- Nine clinics rolled out in six weeks after the appointment-type clean-up [VERIFY].

## Pull-quote candidates
All three are verbatim from the notes. None has been smoothed, and none should be edited without Dana's sign-off.

> "I stopped getting the Monday morning list of everyone who did not turn up."

This is the strongest line available. It is concrete, it is human, and it describes a change in someone's week rather than a metric.

> "The pilot was harder than we expected because our appointment types were a mess and we had to clean that up first."

Counter-intuitively, keep this one. A case study that admits the hard part is read as true; one that reads as frictionless is read as marketing. It also pre-answers the objection every similar buyer will raise.

## Before you publish
- [ ] Confirm every [VERIFY] figure with Dana in writing, with the exact measurement period for each.
- [ ] Establish whether the redeployed front-desk role applies to all eleven sites or only the pilots — the notes are ambiguous and the difference is material.
- [ ] Get written approval for both quotes, attributed with Dana's name, title and organisation.
- [ ] Healthcare review: confirm nothing in the draft implies a clinical outcome. No-show rate is an operational metric and must stay framed as one.
- [ ] Ask whether Kestrel Health can be named, or whether this publishes as 'an eleven-clinic provider'.
- [ ] Ask Dana for the one number she would have wanted before buying. It is usually the strongest line in the finished piece and it is not in these notes.