Software: Phorest
Brook Usage: Afterhours + Overflow (Brook picks up after three rings and when closed)
Locations: 3
C’zar Salon Spa is a premier hair salon and spa with three locations in the Chicagoland suburbs of Illinois. Owned by Debbie Nachreiner and Evonne Rutz, the first C’zar Hair Design & Day Spa opened in Naperville in 1983. Gina Rutz-Sowa, Evonne’s daughter, is also a business partner and owns C’zar Wheaton.
C’zar believes in a professional, creative, and passionate team rooted in kindness. They are committed to sustainable, cruelty-free, vegan beauty and are long-time members of the exclusive network of Aveda and Davines salons—both certified B-Corp™ brands.
As a busy salon group, improving guest care is always top of mind. Mornings were often spent going through voicemails—sometimes as late as 2:00 p.m., the team was still catching up.
Leadership had mixed feelings about introducing an AI receptionist. Some were intrigued but concerned about guest acceptance. Front desk teams worried about being replaced rather than supported. One owner was hesitant, unsure whether AI would resonate with their clientele.
The C’zar team met with Brook for onboarding and were impressed by the preparation. The Brook team had pre-scanned their management software and website to identify potential conflicts before launch.
Operationally, implementation was simple—mainly setting up call forwarding with their phone provider.
During the setup process, even the initially hesitant owner decided to move forward after seeing the system in action.
C’zar prioritized internal communication. They held meetings with their team to ensure comfort and excitement around the launch.
They also used social media to inform guests about their new virtual assistant, reinforcing the message their team shared in person.
Before Brook, Tuesdays meant walking into a full voicemail inbox—many for cancellations. The team struggled to balance checking messages while answering incoming calls, often restarting the process multiple times throughout the day.
Now, the team arrives to an organized report of:
Instead of voicemail overload, they can search by name within their inbox and quickly find what they need.
One of the most significant improvements: the front desk can stay present with guests.
There is nothing more disruptive than a phone ringing nonstop in a calm spa environment. Knowing Brook will answer allows the team to remain focused and fully engaged.
Interestingly, concerns about guest resistance—especially from older clients—proved unfounded. Many guests praised the new virtual assistant. One long-time client even believed Brook was a new human team member and asked to meet her.
By eliminating voicemail overload and freeing their front desk to focus on in-salon guests, they created both operational efficiency and stronger guest relationships.