The company
Abhishek Agrawal, a naturopathy graduate from Ujire, Bengaluru, India, began his entrepreneurial journey in wellness by opening a yoga studio— Abbysan; in Thailand in 2007. What started as a space for yoga classes soon revealed a deeper need: Many visitors sought relief from chronic neck and shoulder pain. Recognizing this, Abhishek evolved his practice. In 2018, he moved to a new location, revamped his entire approach, and expanded his offerings beyond yoga and pilates sessions. His studio began focusing on one-on-one consultations, targeting chronic pain and overall health management with a strong emphasis on posture correction. Today, he sees his work as the bridge between medical doctors and physiotherapists. While a physiotherapist may stop once the pain subsides, Abhishek's team continues until the client regains full mobility.
The challenge
In the early days, everything at the studio was managed the old-school way—with pen and paper. As the client base grew, Abhishek knew he needed something more structured. He first tried a subscription-based platform called My Best Studio (MBS) to help clients book classes. It served its purpose, but didn't offer the flexibility of tracking clients' journeys. Around 2018, he explored various CRMs but felt that most were too complex for his business. He experimented with tools like Constant Contact and MailerLite for communicating with his clients via email. Still, none of them integrated perfectly with MBS. That's when he discovered Bigin.
The solution
At Abbysan, lead generation begins with Facebook ads and direct inquiries via Instagram and WhatsApp. Once a client confirms interest, the lead is manually added to MBS, which sends out welcome emails with login credentials. These leads are then nurtured through Bigin's contacts and pipelines modules. Using custom filters and tags, the team segments clients based on the services they're interested in—which makes personalized follow-ups easy. Abhishek also has various dashboard components that track monthly lead inflow, conversion rates, and top-performing services.
Email automation is at the heart of their operations. With two active pipelines and 47 email templates in place, most communications are triggered automatically through Bigin's workflows. Bigin and Zoho Forms—both embedded on their website—capture new registrations, including e-download requests for a posture correction checklist. When users fill out the form, their data is stored in Bigin, which triggers an automated email with the posture checklist, followed by a six-part email series to nurture those leads.
Abbysan's automation doesn't stop there; the team's follow-up tasks with new leads are scheduled automatically for every week. As leads progress through the pipeline, stage automation triggers timely emails. The company uses custom fields extensively to collect detailed client data, from the nature of their pain to their zip code and preferred membership types.
Benefits and ROI
With everything now centralized in Bigin, Abbysan no longer depends on individual employees to recall client details; any team member can easily connect with a customer by simply referring to their notes. This visibility into the complete customer journey has led to a 100% improvement in customer relationship management, according to Abhishek.
"The biggest part was setting up, and I kept procrastinating. But the Bigin team was of great help, and the training made everything look so simple and effective."
- Industry typeHealth and Wellness
- Employees
- Type of businessPrivate
- Previously Used Software
Looking forward
The team believes there are still key features in Bigin they're yet to explore, but which they can use to hone their business processes even further, such as Booking pages, Payment links, and LeadChain.