Valentina Akpan: Founder of Rellatech, providing administrative and operations support to executives, founders, business owners and teams. Her background combines technical support, customer success, administration and operations.
The clinic
A multi-therapist trauma therapy practice in Canada, running Google Ads and taking enquiries through its website, phone and email.
The problem
- Enquiries were logged by hand in a spreadsheet, with different wording for the same thing. "How did you hear about us" had 38 different answers.
- They couldn't tell which ads brought real enquiries, only clicks and spend.
- Phone and website enquiries were tracked separately, so the clinic couldn't see its full enquiry volume in one place.
- Follow-up depended on someone remembering, and people who weren't ready to book got no further contact.
- There was no single view of how many enquiries became care matching calls and clients.
What we built
Automatic enquiry capture
Every website form lands in one tracker within seconds, with how the person found the clinic, the campaign, ad and keyword, and their email consent.
Phone enquiries in the same tracker
Calls are logged alongside web forms as "Phone Call", so the dashboard shows phone and website enquiries side by side, every week.
Source tracking that follows the visitor
The first ad or page someone came from is remembered for 90 days, so enquiries are credited to the right ad even if they come back later.
Google Ads conversion and call reporting
Every form enquiry is reported back to Google Ads as a conversion, so the ads optimise for enquiries, not clicks. Call reporting is turned on so calls from ads can be counted.
Three months of history brought in
116 past enquiries, phone calls included, cleaned up and moved into the new tracker, with 38 "how did you hear" answers grouped into 9 clear sources.
A live dashboard
One report the clinic can open any time, showing:
- enquiries, care matching calls, clients and email opt-ins
- weekly trend by channel: website form and phone
- where enquiries come from
- website visits from Google Analytics
- ad spend, clicks, conversions and cost per conversion by campaign
Follow-up email sequence
A thank-you email straight after the form, then six monthly emails for people who opt in. They stop automatically when someone becomes a client or unsubscribes.
Team guide and handover notes
So the front desk knows what to update and what runs on its own.
116
Past enquiries moved in
38 → 9
Answers grouped into sources
90 days
First source remembered
1
Tracker for phone and web
What the clinic can now see
- Real cost per enquiry for each campaign, so budget can move to the campaigns that bring enquiries.
- All enquiries in one place, phone and website, week by week.
- Where clients come from: Google search, referrals from family and friends, doctors and other therapists.
- The full path for every enquiry: from first contact to care matching call to client.
What the full setup includes for new clinics
Call tracking numbers and missed-call text-back
- every call is logged in the tracker automatically, with the caller's number and whether it came from an ad or the website
- a missed caller gets a text right away with a link to book
- calls from ads show on the dashboard next to form enquiries
Booking sync
When someone books a care matching call, their status updates in the tracker, and it marks the call as done afterwards.
Daily team summary
Follow-ups due, new enquiries waiting and yesterday's calls, in one morning email.
Automatic ad reporting
Google Ads results are pulled into the dashboard every day.
Built with
Google Ads, Google Analytics, WordPress and Elementor, Google Workspace, Data Studio, Calendly and Zapier, and works alongside Jane App.
Want this for your clinic?
Tell me how enquiries reach you today, which tools you use and what you want to see each week. I will map the setup with you before anything is built.
Book a free call