Palmer & Herman Chiropractic

Reuse the system logic. Never reuse the client.

Built for: Palmer & Herman Chiropractic, Naugatuck, CT (prospect demo)
Engagement: Reusable solution architecture
My role: Discovery, routing design, workflow logic, rollout boundaries
Source: blair-demo-palmer.vercel.app

Palmer & Herman revenue system: Turn more inquiries into booked patient conversations.

Status at time of writing

Stamped from the live build, not from the plan.

Status of each component
Component	Status	Note
Patient website + revenue system	Live Published demo in the practice's brand.	Published demo in the practice's brand.
Live automation simulator	Demo data Runs demo contacts through the pipeline. No real patient records.	Runs demo contacts through the pipeline. No real patient records.
AI voice receptionist	Not activated Designed and scripted, deliberately not activated.	Designed and scripted, deliberately not activated.

1Business problem

A second practice in the same category is where templates go wrong. Copy the first build and every client gets the same stages, the same messages, the same modules, whether they fit or not.

Palmer & Herman is two doctors, a different state and a different phone, and it needs its own launch plan.

2Discovery

2.1Separate what is structurally the same (how a lead becomes a patient) from what is specific (voice, stages, contact points, readiness).
2.2Decide what should go live first. The demo stages the rollout: capture, recovery, reminders and reviews now; AI voice later; reactivation only when staff choose to run it. A real engagement would confirm this in discovery.

3Requirements

Requirements
R-01	Every website request lands in the CRM as a tagged lead with a pipeline opportunity.
R-02	Missed calls get an automatic text-back after about a minute.
R-03	A 12-stage pipeline from New Lead to Completed, Reactivation or Lost.
R-04	Follow-up that stops the moment a lead books, replies, opts out or is marked lost.
R-05	Reminders 24 hours and 2 hours before each visit with time, address and phone.
R-06	Ungated review requests after completed visits. No incentives, no gating.

4Solution architecture

Eleven connected components share one pipeline. Routing is explicit, so every stage change has a reason.

Website lead → confirmation

01Form submitted
02Contact tagged ph-website-lead
03Stage: Appointment Requested
04Office notified
05Confirmation text + email
06Task if not booked

Figure 4.1 — Website lead → confirmation

Missed call → conversation

01Call missed
02Wait ~1 minute
03Text-back in the practice's voice
04Reply → Conversation Started
05Office notified

Figure 4.2 — Missed call → conversation

5Demo / POC

The owner picks a scenario and watches a demo contact move through tags, messages, tasks and stage changes.

Palmer & Herman 12-stage patient pipeline from New Lead to Lost / Not Interested. — Figure 5.1 — Twelve named stages, colour-coded by state.

Palmer & Herman automation logic by example: website lead, missed call, follow-up and reminder workflows. — Figure 5.2 — The actual message copy the practice would approve.

Palmer & Herman live simulator: pick a scenario and run an automation end to end. — Figure 5.3 — The simulator runs demo contacts, never real records.

Palmer & Herman patient website hero in deep green: Gentle care. Time to listen. — Figure 5.4 — Patient site: shared skeleton, the practice's own brand.

Open revenue system Patient website

6Technologies

CRM pipeline + tags
Web form capture
Missed-call text-back
SMS + email sequences
Task automation
Review requests
Automation simulator

7Integration points

Integration points
From	To	Detail
Website form	CRMTag ph-website-lead + opportunity	Tag ph-website-lead + opportunity
Phone system	Missed-call workflowText-back after ~1 minute	Text-back after ~1 minute
Pipeline stage	Messages + tasksStage changes trigger the next step	Stage changes trigger the next step
Appointment status	No-show recovery / reviewNo Show, Cancelled, Completed	No Show, Cancelled, Completed

8Tradeoffs

Design decisions and tradeoffs
Decision	Instead of	Why
Reuse at the logic layer	Instead of: Reuse at the brand layer	Capture → conversation → schedule → remind → review is universal. Stage names, tags, copy and modules are not.
Voice receptionist off at launch	Instead of: Shipping every module	A staged rollout keeps the first launch simple and protects the patient experience.
Manual reactivation	Instead of: Automatic win-back blasts	Staff choose who hears from the practice after a long gap.
Shared site skeleton	Instead of: A new layout per practice	Both practices sell unhurried care, so structure is reused on purpose; identity, doctors, services and contacts are theirs.

9Implementation & handoff

Implementation boundaries are written into the demo: what is active, what is manual, what is future.
Voice receptionist guardrails are defined before activation: no diagnoses, no medical advice, medical questions escalate to staff.
Every message template carries the practice's own name and number, ready for approval.

10What this demonstrates

1.Builds reusable solution architecture without flattening clients into one template.
2.Designs explicit routing and stop conditions, the part that decides whether automation feels respectful.
3.Scopes a rollout around the customer's readiness, not the product's feature list.