Customer Story
How Everlab boosted appointment attendance by 40% with Sinch’s HubSpot SMS integration
Overview
Challenge: Reduce expensive appointment no-shows and automate prospect follow-ups
Solution: Automated SMS campaigns through Sinch’s HubSpot integration
Results: Higher appointment attendance rates, faster sales, and better customer support response times
“For us, the HubSpot integration has been one of the most powerful things we’ve leveraged with Sinch. When you look at the available options, Sinch is an absolute no-brainer.”
Everlab, a Melbourne-based health startup, is on a mission to make personalized preventative care more accessible. Their platform combines cutting-edge diagnostics with expert guidance to help members understand their health and lower their risk of chronic disease.
As demand surged across Australia, Everlab co-founder and chief operations officer Sam Kothari felt this rapid growth personally. He answered prospects’ questions, onboarded new members, and sent appointment reminders from his personal cell phone.
“I knew we needed to switch when a member called me at 7:00 PM on a Friday,” Sam said. “We needed to scale this personalized level of communication to thousands of people around the country.”
Finding an SMS partner with the same vision
While searching for an SMS solution, Sam connected with Damien Brennan, APAC Partner Manager at Sinch*. Sinch’s direct integration with HubSpot — Everlab’s CRM — made it a clear contender, but Damien’s belief in Everlab made the partnership feel right.
“I know we were a tiny account,” Sam said, “but he had faith that the business would grow and the volume would come. We’ve been lucky to grow that contract together.”
Reducing no-show rates with SMS
Right away, Everlab used Sinch’s HubSpot integration to automate SMS appointment confirmations and reminders. Missed appointments create expensive gaps in medical provider schedules and can strain Everlab’s clinical partner relationships, so reducing no-shows became a top priority.
They tried email reminders previously but only saw 15–20% open rates. With SMS, which has an average open rate of 98%, missed appointment rates dropped by 40%.
Increasing engagement and trust with two-way conversations
Sinch’s Hubspot integration is also a powerful tool for Everlab’s sales team. They can respond to prospects’ questions faster by adding SMS to their email workflows.
“Sending personalized text messages through HubSpot lets us deliver the experience we want at a scale we couldn’t manage before,” Sam said. “People can respond and have a genuine conversation. The two-way messaging has been really a good trust builder for us, especially being in healthcare.”
And because conversations are recorded in HubSpot, Everlab’s support team can identify and resolve issues quickly, without members having to repeat themselves.
Growing into new markets with a strategic communications partner
Everlab is preparing to launch in New Zealand and is eyeing new opportunities across Asia, Europe, and North America. As they enter new markets with new regulations and messaging preferences, Sinch will help them localize their strategy and integrate the right channels to keep members engaged and informed.
For Sam, that global support is essential. “We’ve been global since day one,” he said. “It’s just one more reason that the partnership with Sinch works so well.”
