The practice

Bright Beauty Medspa is a fast-growing aesthetics practice in Orem, UT, founded by Dr. Sabrina Lucero-Jackson and Brittney Dillenbeck. When they opened their doors in 2023, they had a clear vision: advanced aesthetics, genuine client care, and treatments tailored to the individual. 

What they didn’t anticipate was spending the first three years cycling through EMRs that created more work than it solved.

By the time they found Podium's EMR software, Bright Beauty had already gone through five different EMR platforms: Boulevard, Vagaro, Nextech, Meevo, and most recently PatientNow. 

The problem wasn't any one platform. It was that no single platform did everything. So the team kept adding tools on top of tools: PatientNow for EMR, TouchMD for patient engagement, a separate work phone for communication, and more. The result was a set of disconnected tools that left the team working overtime.

The challenge: too many tools, too much manual work

Before Podium, Bright Beauty was running its day-to-day across a stack of separate systems. Each one solved a piece of the problem, but none of them talked to each other. The gaps between them were costing the practice real revenue.

Losing leads to slow responses

In a competitive medspa market, speed to lead directly impacts bookings. Prospective clients rarely wait, especially in a market like Orem.

"We have a lot of shoppers. If someone doesn't hear back, they're going to the next place."

No coverage after hours

When a 10pm inquiry came in from a hot lead – manual follow-up was the only option, which meant the team was personally replying to messages late at night to make sure no lead slipped through and the team was effectively on call around the clock.

Operational chaos across platforms

With client data and activity split across PatientNow, TouchMD, and a phone inbox, the team had no unified view of leads, appointments, or patient conversations. Every day required constant context-switching between disconnected tools, and the manual coordination needed to keep everything moving was slowing the practice down.

Rigid software leading to workarounds

After cycling through multiple EMRs, Dr. Sabrina and Brittney had noticed a pattern: every platform came with a fixed way of doing things, and the practice was expected to adapt. Feedback went nowhere. Feature requests disappeared.

"You just get what you get and that's what you just have to deal with."

For a practice with specific needs and high standards for the patient experience, that rigidity created constant workarounds and made everyday tasks harder than they needed to be.

The switch: the easiest migration yet

After five EMRs, Bright Beauty expected another painful migration. Previous platform changes had required the team to do hours and hours of work herself or pay huge fees for help.

Moving from PatientNow to Podium was different.

The team didn't have to manage exports, worry about what would carry over, or rebuild workflows from scratch. Podium’s team did the heavy lifting.

"So far, this has been the best experience with any EMR system. The switch was so easy. Anything and everything that we had questions on, it was done."

For a practice that had been through this process five times, that experience mattered almost as much as the platform itself.

PatientNow vs. Podium: what actually changed

The solution: one platform that does it all

One platform instead of three

With PatientNow, TouchMD, and the work phone all replaced by Podium, the team has one place to manage everything – leads, patients, communication, booking, charting, payments, reporting, and more.

"I love that Podium is an all-in-one system. It is so nice to have everything in one place."

Avery keeps leads engaged and the calendar full

With Avery managing conversations around the clock, Bright Beauty can capture and convert leads the moment they come in—even on busy days or after-hours. That means the team can stay focused on the patients in front of them without worrying that new opportunities are going unanswered.

"We've noticed that by Avery carrying on conversations, people are booking more with us. We're not losing them to a competitor."

"She's worth every penny."

A platform partner that actually listens

After years of feeling boxed in by rigid systems, Bright Beauty finally has a software partner that feels collaborative. Dr. Sabrina and Brittney work closely with Podium’s product team, sharing feedback that helps shape the platform, and feel supported day to day by their Customer Success Manager who understands their practice.

"You guys listen and you let us have a voice. This is a long-term marriage. And with Podium, we can help shape the platform to what we need as a practice."