The KOV Cryotherapy: Boosting Sales and Streamlining Bookings with the Power of WellnessLiving

Nestled in the heart of Miami, Florida, The KOV Cryotherapy stands as a holistic wellness sanctuary within the tropical retail paradise of Upper Buenavista. Known for its wide array of cutting-edge treatments, with cryotherapy as its crown jewel, The KOV has become a beacon of advanced wellness therapy.

In 2021, Karla Casallas and her husband Venkat Gopalan took the helm of The KOV, propelling the wellness center to new heights. They expanded the service offerings from whole-body cryotherapy, facial cryotherapy, and t-shock facial rejuvenation to include halotherapy, leg compression therapy, an infrared sauna, thermal shock + EMA body sculpting, and much more, transforming The KOV into a comprehensive wellness hub.

Stepping into The KOV, you’re immediately enveloped in a welcoming atmosphere that even A-list celebrities like DJ Khaled have noticed. The boutique’s charm and extensive services have made it a favorite among Hollywood’s elite and music superstars.

A New Chapter with WellnessLiving

The transition to WellnessLiving’s all-in-one spa management software marked a turning point for The KOV. With its robust tools tailored for the wellness industry, The KOV has seen a significant uptick in online transactions and overall revenue, all while cutting wellness and spa software subscription costs by 50% compared to their previous provider.

During his CEO Tour, WellnessLiving CEO and Co-Founder Len Fridman personally experienced the transformative effects of whole-body cryotherapy at The KOV. He also delved into Karla’s inspiring wellness journey, discovering how integral WellnessLiving’s automated systems have been in managing and expanding this premier cryotherapy clinic.

WellnessLiving supports The KOV with advanced features like lead capture, service additions, real-time reporting, and automated reminders that help minimize no-shows, showcasing a suite of capabilities 35% more extensive than the leading competitors. With a staff app and powerful automation tools, WellnessLiving empowers wellness businesses to enhance client retention, save time, and achieve ambitious growth targets. Discover how WellnessLiving can revolutionize your wellness business. CLICK HERE for more.

The KOV at a Glance

📍Location: Miami, Florida

📍Business Name: The Kov Cryotherapy

📍Business Co-Owners: Karla Casallas & Venkat Gopalan

📍Website: https://www.thekov.co/

📍Business Size: Very Large

📍Joined WellnessLiving Date: June 23, 2022

📍Switched From: Mindbody

📍Active Subscriptions: Business Plan

Meet Karla Casallas & Venkat Gopalan, Co-Owners of The KOV

Karla has an impressive nine-year tenure with a prominent beauty technology company in Latin America, where she excelled in multiple roles including business analyst, tech leader, product owner, scrum master, and digital leader. Her husband, Venkat, brings a wealth of experience from 24 years of leading large-scale global organizations, within tech roles, including as a chief technology officer. He has led transformation programs for companies, such as Estée Lauder, Sephora, Nike, Walmart, Target, and AT&T.

Despite their technological backgrounds, holistic health and wellness have always been central to Karla’s life. With a family legacy in the natural health and beauty industry in Colombia, and bolstered by Venkat’s encouragement, they made a strategic move into the wellness sector.

Their in-depth research led them to cryotherapy and ultimately to The KOV Cryotherapy, established in 2018 by Laura Varona. Captivated by its location in the lush, tropical retail oasis of Upper Buenavista in Miami, Florida, Karla and Venkat acquired and began managing The KOV in 2021, marking a proud milestone in their entrepreneurial journey.

How did The KOV change under new ownership?

Karla began her tenure at The KOV by maintaining the established protocols to grasp the intricacies of running the business. As she grew more acquainted with the operational dynamics, she started implementing data-driven strategies to enhance growth.

“Initially, Laura provided invaluable guidance during the transition. Once I got a handle on the operations, I initiated changes to refresh the look and feel, and to update our service offerings in line with the latest trends in the cryotherapy industry,” Karla explains.

Furthermore, Karla and her team proactively engaged with the wider cryotherapy community by joining relevant vendor lists and community groups, attending industry conventions, and investing in cutting-edge equipment. These strategic moves were part of a broader roadmap designed to position The KOV as a leader in the rapidly evolving cryotherapy market.

What does The KOV offer?

Under Laura’s leadership, The KOV initially specialized in whole-body cryotherapy, facial cryotherapy, and t-shock facial rejuvenation. Since Karla and Venkat took over, they have significantly expanded the array of services offered, enhancing The KOV’s position as a comprehensive wellness destination. The updated service list now includes:

• Whole-body cryotherapy
• Localized cryotherapy
• Facial cryotherapy
• Leg compression therapy
• Infrared sauna
• Halotherapy (salt therapy)
• Oxygen therapy
• T-shock facial rejuvenation
• Thermal shock + EMS body sculpting

Add-ons services that enhance wellness and recovery:

• Vagus nerve stimulation
• Brain wave stimulation
• Facial lymphatic drainage
• Under-eye rejuvenation
• Shock wave therapy
• Infrared + PEMF mat
• Physiotherapy assessment

What is the first step for new clients of The KOV?

Karla shares, “The initial step for our new clients is to experience the combined treatment of whole-body cryotherapy and the infrared sauna. This powerful duo offers transformative health benefits and can significantly enhance one’s well-being.”

To encourage new clients to explore these benefits, The KOV extends a first-timers special, offering 30% off their first session. Additionally, the increasing popularity of cold plunges has piqued interest in how cryotherapy differs. Karla clarifies, “Cryotherapy provides a quick, intense exposure to extremely cold dry air, delivering enhanced recovery and reduced inflammation more effectively than the longer sessions required by cold plunge baths.”

Following their initial visit, clients can choose from various packages tailored to their wellness goals. For regular wellness maintenance, a weekly session is beneficial, while those dealing with specific health conditions like fibromyalgia or autoimmune diseases may find more frequent visits advantageous.

The KOV also provides flexible membership plans, which range from up to 15 sessions to unlimited access, allowing clients to integrate these therapies seamlessly into their health routines.

Tell us about The KOV community?

Upon entering The KOV, guests immediately feel at ease, welcomed into a space where wellness meets personal dedication. Karla, deeply committed to her craft, continually enhances her cryotherapy training to ensure the highest level of service. For those curious about the science behind their treatments, Karla provides a comprehensive library of cryotherapy literature open for client perusal.

Karla’s drive stems from a profoundly personal place—having lost both parents and her mom’s brother to cancer, she channels her loss into a passion for holistic wellness. “I wish I could have done more for them,” Karla reflects. “This personal mission fuels my desire to educate and empower others on how to fortify their bodies against illness.”

The KOV isn’t just a local wellness hub; it’s a favorite among celebrities, too. Hollywood’s elite or music stars like DJ Khaled, are known to frequent the center for its top-notch cryotherapy services.

Why did The KOV switch to WellnessLiving?

Karla and Venkat, both with extensive backgrounds in technology, prioritized finding the right wellness and spa software provider when they took over The KOV. Initially, they encountered numerous issues with the existing provider, Mindbody, including broken links and a poor user experience, particularly on mobile devices, which hindered client purchases.

Determined to find a superior solution, Karla sought recommendations within the cryotherapy industry and discovered WellnessLiving. To ensure a meticulous selection, they utilized the RFI (Request for Information) and RFP (Request for Proposal) processes to gather comprehensive information and detailed proposals from potential vendors. This approach helped them assess various aspects such as functionality, user feedback, longevity in the market, and overall capabilities.

“WellnessLiving emerged as the clear winner,” Karla explains, who made the switch in June of 2022. “It excelled in every category we valued—user-friendliness, robust functionality, exceptional customer service, comprehensive client profile management, sophisticated marketing tools, and efficient booking systems that help drive sales. Not only was it 50% more affordable than Mindbody, but it also offered the most reliable and bug-free experience.”

How was the transition to the new platform?

Karla and Venkat’s backgrounds in technology set them apart as discerning customers. They were well-versed in data migration processes, which made the transition to a new platform smooth and straightforward.

Karla shares, “We grasped the platform’s workings quickly, but if we ever encounter any issues or there’s something unclear, finding solutions is effortless. We can either consult the comprehensive Knowledge Base or reach out to the 24/7 customer support.” She adds, “For those familiar with previous spa management software, the management is straightforward. However, for newcomers without prior experience, a few training sessions are more than sufficient to become proficient and fully leverage the platform’s capabilities.”

What growth did you notice after the switch?

In the previous system with Mindbody, clients faced a cumbersome seven-step purchase process, often necessitating phone completion. “We saw that if clients hit a snag during any step, they’d either abandon the purchase or need to call us, which wasn’t ideal,” Karla explains.

Since transitioning to WellnessLiving, Karla has noticed a dramatic improvement: “With WellnessLiving’s streamlined point-of-sale system, our online purchases have soared. This ease of booking and payment has directly boosted our revenue.” WellnessLiving enables setting certain services as add-ons during the purchase process, enhancing client experience and increasing sales without extra marketing efforts.

Karla gives an example: “Clients undergoing whole-body cryotherapy can effortlessly add brain wave stimulation to their service right from their shopping cart. It’s seamless and happens without any need for direct promotion from us, enhancing their experience and our revenue simultaneously.”

Automated Marketing Suite (Email, SMS, Push)

Effective communication is crucial for The KOV, and WellnessLiving’s automated marketing suite plays a pivotal role in maintaining a strong connection with their clientele. Karla appreciates the versatility the platform offers: “For ongoing promotions, the email marketing tools are incredibly effective. However, for urgent updates—be it a last-minute promotion or changes to an appointment—SMS and push notifications are indispensable. They ensure immediate visibility and have significantly helped in reducing no-shows and cancellations.”

Karla further highlights the strategic use of different communication channels, emphasizing their targeted impact: “Each tool in our suite serves a specific purpose, allowing us to tailor our approach depending on the urgency and type of message we need to convey. This flexibility is key to building and maintaining our loyal client base.”

Booking Flow & Website Widgets

Karla prioritizes a smooth booking and purchasing experience for both new and existing clients at The KOV. Given the brevity of cryotherapy sessions, which last only three minutes, walk-ins are feasible; however, advance booking is recommended for other services to ensure availability.

To attract new clients, the Lead Capture Widget on her website seamlessly integrates a special offer for first-timers through an efficient lead capture form. Additionally, pop-up sale promotions on the site simplify the process for clients to add services to their shopping cart directly, where they will also be prompted to sign a waiver before finalizing their session purchase.

The website also prominently features The KOV’s store section. Utilizing the Store Widget, clients can easily access pricing and details for all services, supplements, gift cards, and other products in one convenient location. This integration not only facilitates a straightforward shopping experience but also automatically updates inventory levels and sends receipts via email upon purchase, streamlining operations and enhancing customer satisfaction.

Rewards Program

The KOV leverages WellnessLiving’s robust rewards program to enhance customer engagement and loyalty. By participating, clients earn points for their purchases and services, which they can redeem for discounts on supplements, beauty products, gift cards, and other regular-priced items in our store.

Karla observes, “The rewards program not only motivates our clients to spend more, but it also deepens their loyalty to our wellness brand. It’s rewarding to see such positive customer engagement and increased sales as a result of this initiative.”

Elevate Staff App

Karla, along with one other staff member, heavily relies on the Elevate Staff App to streamline day-to-day operations at The KOV. “I have the Elevate app installed on every phone and find it indispensable for managing tasks—from registering new clients and scheduling appointments to monitoring sales and overseeing the calendar,” Karla explains.

She continues, “It’s especially useful for my staff. They can check in clients swiftly, clock in and out with ease, access client information instantly, and communicate directly with clients. Additionally, the app facilitates the quick signing of waivers right from our tablets, making the process efficient and paper-free, completing in less than a minute.”

Advanced Reporting & Dashboards

Understanding data and metrics is pivotal for the success of The KOV. With WellnessLiving’s advanced reporting and dashboard system, Karla gains critical insights that enable her to make well-informed decisions about her wellness business. This comprehensive tool helps her analyze the effectiveness of promotions, optimize operational strategies, and measure overall business performance.

Here’s a closer look at the specific reports The KOV utilizes regularly:

Payroll Summary Report: This report simplifies payroll management by accurately tracking staff pay and hours through the integrated time clock feature, ensuring payroll is processed efficiently.

Memberships Report: To monitor revenue generated from memberships, Karla relies on this report. It provides a clear view of the expected monthly fixed income, helping with financial planning and stability.

Visits Remaining Report: Ensuring members utilize their sessions is vital. This report shows how many visits each client has left, aiding Karla in keeping track of client engagement and usage.

Client Analysis Report: This comprehensive report aggregates crucial client data in one place, from payment history and total visits to appointment attendance, cancellations, and more. It’s invaluable for understanding client behavior and optimizing service offerings.

Sales Summary by Revenue Category Report: Karla uses this report to determine which services generate the most revenue, whether it’s whole-body cryotherapy, localized cryotherapy, halotherapy, or the infrared sauna. This insight helps her allocate resources and develop targeted marketing strategies effectively.

Elevate Your Wellness Business with WellnessLiving!

Are you ready to elevate your wellness business with a robust, all-in-one spa management software? WellnessLiving is tailored to meet the unique needs of diverse wellness disciplines, from cryotherapy and salt therapy to chiropractic care, providing a comprehensive solution that simplifies every aspect of business management.

Karla, an enthusiastic user, praises WellnessLiving’s extensive features, which include advanced lead capture, user-friendly website widgets, real-time reporting, and automated communication tools that effectively minimize no-shows. She shares her experience: “WellnessLiving is not only affordable and easy to use, but it also comes equipped with all the essential tools we need to efficiently run and grow our business. I highly recommend this system to any wellness clinic seeking to simplify appointment management, enhance booking processes, and boost revenue.”

Imagine how your wellness clinic could benefit from attracting more clients, increasing retention, and enhancing customer satisfaction. Discover how WellnessLiving can transform your business operations with a live, personalized demo. Book your demo today and see the difference for yourself!