How an Austin Medspa Standardized Knowledge Across Its Team

Company Overview

An Austin-based medspa with 15 employees provided cosmetic treatments, skin services, consultations, and ongoing patient support.

The team included providers, aestheticians, front desk employees, patient coordinators, marketing staff, and management.

As the business grew, employees needed quick access to accurate information about treatments, preparation instructions, aftercare, scheduling, memberships, promotions, and internal procedures.

Much of that information was spread across emails, shared folders, printed materials, text messages, and the knowledge of experienced employees.

The Challenge

The medspa was delivering a wide range of services, but its internal information was not organized in one dependable place.

Front desk employees frequently asked providers to clarify preparation requirements, treatment timing, contraindications, and aftercare instructions.

Patient coordinators sometimes gave different answers about memberships, packages, deposits, cancellations, and promotions.

New employees relied heavily on verbal training and handwritten notes. When experienced team members were busy or unavailable, answers were delayed.

The business also had multiple versions of treatment guides, pricing sheets, scripts, and internal policies. Employees were not always sure which version was current.

What Was at Risk

Inconsistent information could affect the patient experience and create unnecessary risk.

Incorrect preparation or aftercare guidance could lead to confusion, complaints, or poor treatment outcomes.

Inconsistent answers about pricing, memberships, cancellations, and promotions could damage trust and create additional work for management.

The medspa also depended too heavily on a few experienced employees who understood how treatments, scheduling, and patient communication were handled.

Leadership needed a way to make approved information available without interrupting providers throughout the day.

The Pixeldust Solution

Pixeldust began by meeting with management, providers, aestheticians, patient coordinators, and front desk employees.

The discovery process identified the questions employees asked most often, the documents they used, and the areas where information was outdated, duplicated, or missing.

Existing content was collected from SharePoint, email, PDFs, treatment manuals, pricing sheets, membership documents, intake instructions, scripts, and internal notes.

Pixeldust organized the information into a secure SharePoint knowledge hub covering:

• Treatment descriptions
• Preparation instructions
• Approved aftercare guidance
• Scheduling requirements
• Membership and package details
• Deposit and cancellation policies
• Approved pricing and promotion information
• Patient communication scripts
• Escalation procedures
• Employee onboarding materials

Medical guidance, internal procedures, and marketing information were separated so employees could access the content relevant to their roles.

Outdated documents were flagged, duplicate files were consolidated, and missing procedures were documented with the appropriate providers and managers.

Maisy was then connected to the approved SharePoint content and made available through Microsoft Teams.

How Maisy Was Used

A front desk employee could ask:

“How long should this appointment be scheduled for?”

A patient coordinator could ask:

“What is included in the current membership package?”

An aesthetician could ask:

“Where is the approved aftercare guide for this treatment?”

A new employee could ask:

“What is the cancellation policy for prepaid packages?”

A manager could ask:

“Which promotions are currently approved for use?”

Maisy returned answers from approved internal information and linked employees to the supporting documents when more detail was required.

When a question involved medical judgment or patient-specific advice, Maisy directed the employee to the appropriate licensed provider instead of providing an unsupported answer.

Implementation

The project began with a review of the medspa’s services, departments, documents, workflows, and recurring questions.

Pixeldust collected existing information and interviewed the employees responsible for clinical procedures, scheduling, patient communication, memberships, and daily operations.

The content was organized in SharePoint with clear categories, document owners, review dates, permissions, and approval status.

Missing procedures were documented, including scheduling rules, escalation paths, promotion approvals, and patient communication standards.

Maisy was configured to retrieve information only from approved knowledge hub content.

The system was tested using real questions from front desk employees, providers, aestheticians, coordinators, and managers.

Employees were then trained to use Maisy through Microsoft Teams and to rely on the knowledge hub as the source for current internal information.

Results

Front desk employees found answers without repeatedly interrupting providers.

Patient coordinators gave more consistent information about services, pricing, memberships, and policies.

New employees became productive faster because they had access to documented procedures and approved answers.

Management gained better control over outdated pricing sheets, expired promotions, and duplicate treatment documents.

Providers spent less time answering routine operational questions and more time focused on patient care and treatment decisions.

The medspa also reduced its dependence on individual employees by preserving important knowledge inside the organization.

Before and After

Before Maisy, employees searched through emails, folders, printed documents, and personal notes.

After Maisy, they could ask a question in Microsoft Teams and receive an answer from approved company information.

Before Maisy, providers were interrupted throughout the day with routine questions.

After Maisy, employees handled more situations independently and escalated only when professional judgment was required.

Before Maisy, different employees sometimes gave different answers about policies and promotions.

After Maisy, the team worked from the same reviewed information.

Before Maisy, new employee training depended heavily on experienced staff.

After Maisy, onboarding was supported by organized procedures and searchable knowledge.

Key Takeaway

The medspa did not need another complicated platform.

It needed a reliable way to organize treatment information, operational procedures, policies, and patient communication standards.

By combining a secure SharePoint knowledge hub with Maisy inside Microsoft Teams, the medspa improved consistency, reduced interruptions, strengthened onboarding, and gave its 15-person team faster access to the information needed to serve patients properly.