What "looked after" actually means.
Trellis isn't a build shop. The Onboarding sets up your site, booking system, and digital foundation. The Care Plan runs it every month after that. Below: every line item across Essential, Operating, and Multi-outlet — expanded, so you know exactly what's in the contract before you book a call.
Essential — RM 1,200/mo.
The tier that keeps your digital running. Eight things, every month, never an excuse. For single-location operators who aren't yet running paid acquisition or reactivation — the ground stays in place while you focus on the floor.
Eight line items. All flat-fee. All in the contract.
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Managed hosting
Global edge hosting — your site loads in under a second from Singapore, KL, Sydney, or anywhere your customers are. Automatic daily backups with 30-day retention, free SSL, 24/7 uptime monitoring, and DNS managed under your account. If anything goes down, you don't get a ticket queue — I get a page on my phone and start fixing.
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Local SEO foundations
Monthly audits, keyword tracking against the 20–30 search terms that actually drive bookings in your postcode, on-page fixes shipped the same month, internal-link cleanup, schema markup kept current. Local SEO that compounds: small consistent moves every month, not one big sprint and then silence.
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Google Business Profile management
Four posts a month, monthly photo refreshes from your supplied gallery, Q&A monitoring, and review responses inside 24 hours — never a templated reply. Holiday hours updated before the long weekend, not after. GBP is the thing most premium operators neglect and the thing that quietly costs them the most bookings.
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Site updates
Price changes, new staff bios, service additions, holiday hours, seasonal content, promotional banners. WhatsApp it Monday — it's live Wednesday at the latest. No approval portals, no quarterly "content batches," no waiting for a marketing manager to circle back next week.
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Performance monitoring
24/7 uptime monitoring with alerts straight to me. Core Web Vitals tracked monthly against your Google PageSpeed score. Broken-link checks. Load-time guardrails so a single large image upload doesn't quietly drag your homepage from sub-1s to 4s. Problems caught before clients see them.
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Bookings & forms upkeep
Your booking system (built and hosted by Trellis on your own domain — see the Booking page), contact forms, and integrations all kept clean. Lead notifications routed to wherever you actually read them — WhatsApp, email, both. Confirmation flows tested monthly.
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Monthly one-page report
Sent the first week of every month. One page. What we did this month, what's moving in your numbers, what we're watching, what's next. No filler, no slide decks, no agency-speak. The kind of report you can read on your phone in two minutes before your first client of the day.
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Direct line to me
WhatsApp, email, or call. No tickets, no portals, no account managers. No "I'll need to check with the team and get back to you." You always get the founder — the same person who built your site, who fixes the booking flow, who writes the report. The same line, every month, for as long as you're a client.
Operating adds — RM 2,800/mo.
Everything in Essential, plus the work that brings revenue back through the door. The tier most KL premium operators end up on once they realise the floor isn't the only place revenue gets made.
Nine line items on top of Essential's eight. Every one of them oriented at recovering, reactivating, or compounding revenue.
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Reactivation Engine
Monthly campaigns to the customers who haven't booked in 60–180 days — the segment most operators forget exists. WhatsApp + SMS, segmented by service history and spend tier, with recovered revenue attributed line by line. You see exactly which customer came back, what they booked, and which campaign brought them. The single highest-ROI line in the Care Plan.
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WhatsApp Business managed
WhatsApp Business account set up properly with verified profile, business hours, away messages, and a documented 10-template quick-reply library tuned to your service mix. Monthly broadcast segmentation (VIPs vs. lapsed vs. new). One campaign send a month, written for your voice. The channel your KL customers actually open.
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No-show recovery
Deposit collection wired into high-value bookings (consult, colour services, treatments over a threshold you set). Automated 48-hour and 24-hour WhatsApp reminders that confirm or release. Waitlist auto-fill when a slot opens up — first match gets a WhatsApp inside 60 seconds. No-shows drop, revenue stays.
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Monthly newsletter
One newsletter a month to your customer list — written, designed, and dispatched. Not a promotional blast. A short, considered note from the business — what's new, what we're noticing, what's worth booking before the season turns. The slow-burn channel that quietly compounds loyalty between visits.
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Monthly SEO sprint
Search Console monitored weekly, ranking shifts flagged when they matter. One technical or content improvement shipped every month — a new service page, an FAQ schema fix, an internal-linking pass, a Core Web Vitals tune. Twelve months of monthly improvements compounds; one quarterly sprint and silence doesn't.
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Quarterly strategy call
Forty-five minutes, every quarter, on one real strategic question. What's next, what's not working, where to push. Not a status update — a decision call. Notes written and sent within 24 hours so you can act on what we decided, not what you half-remembered.
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Two-page monthly report (with industry intel digest)
Page one: your numbers — bookings, traffic, search visibility, reactivation revenue, no-show rate. Page two: an industry intel digest written specifically for KL premium salons, aesthetic, and cosmetic dental — Aoikumo/Senna releases, MDA bulletins, openings in your postcode, what high-performing competitors did this month. See the public intel page for a sample. The page nobody else writes.
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AI-drafted review responses
Every Google and Facebook review drafted in your voice within hours of posting, sent to you for one-tap approval before it publishes. Reply velocity (24h response time on every review is a GBP ranking signal) without the response sounding like a template. You approve, decline, or edit — nothing publishes without your tap.
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MDA / MMC compliance overlay
For cosmetic dental clinics only. Every piece of dental content — site copy, GBP posts, Google Ads landing pages, Instagram captions, before/after galleries — runs through a documented MDA Advertising Code + MOH Healthcare Advertising Guidelines (MAB 3.2023) + MMC checklist before publish. Draft captions and landing-page copy sent to the clinic for sign-off before anything goes live. The wedge no other KL agency at our tier matches — I've read the codes in full.
Multi-outlet — from RM 5,400/mo.
For 2–4 outlet groups. One operator coordinating the digital side across every location, not a separate retainer per outlet. RM 5,400/mo base + RM 900 per additional outlet beyond the first two.
Everything in Operating, coordinated across all your outlets, plus the six additions below.
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Multi-location SEO & GBP coordination
One Google Business Profile per outlet, all under a single brand owner account. Postcode-specific schema, locally-tuned keywords, and per-outlet review-response workflows. No duplicate-content traps. Your brand outranks itself across all locations rather than competing with itself.
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Consolidated cross-outlet reporting
The two-page report becomes a multi-page roll-up: brand-level summary, per-outlet pages, and one cross-outlet comparison. You can see which location is over-performing on bookings and which one needs the reactivation focus next month.
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CRM + VIP segmentation across outlets
Customers who book at outlet A and outlet B are treated as one customer with a unified history. VIP segmentation rolls up across locations. Reactivation campaigns don't double-send to the same person from two different outlets.
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Photography coordination
I brief and coordinate your photographer — not shoot. Shot lists per outlet, brand-consistent treatment, delivery to the site within agreed turnaround. You don't have to think about why outlet 2's gallery looks different from outlet 1's.
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Vendor management
POS integrations, accounting feed mappings, payment gateways, third-party perks programmes — when the cross-outlet stack has issues, you call me first. I deal with the vendor, you get the resolution. Fewer ops calls landing in your phone.
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Bi-monthly strategy call
Every two months instead of every quarter — because multi-outlet brands have more moving pieces and more cross-location decisions. Same format: one strategic question, decision-oriented, notes within 24 hours.
The Onboarding — RM 3,500 one-time.
Every Care Plan begins with the Onboarding. One fee, paid once, covers the entire foundation — built before the first month's retainer runs.
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The website build
A custom site, designed and hand-coded around your brand and service mix. Mobile-first. No templates, no page-builder lock-in. Files, hosting, and domain all under your name from day one. Typical timeline: four to six weeks from kickoff.
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Booking system on your own domain
The Trellis booking system, configured to your services, your staff or doctors, your operating hours, and the workflow specific to your vertical (salon, aesthetic, dental, spa). Lives at yoursite.com/book. See the Booking page for the full picture.
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Google Business Profile claim & baseline
GBP claimed under your account, fully populated, optimised for your primary search terms, photo gallery seeded with your best imagery, hours and contact details verified. You walk into Month 1 with the profile already working for you.
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Analytics & tracking
Cookieless analytics installed (no GDPR/PDPA banner-of-shame). Booking conversion events wired up. Search Console verified. We start tracking from Day 1 so by Month 2 we have a real baseline, not "we'll figure it out later."
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Integrations & asset audit
Existing vendor stack (POS, accounting feeds, third-party platforms) audited and mapped. Brand assets (logo files, fonts, photography rights) collected and organised. Old domain redirects mapped if you're migrating from a previous site. Everything documented so nothing is "tribal knowledge" trapped in one person's head.
The questions that come up most.
Honest answers. The same ones I'd give on a call.
Can I switch tiers later?
Yes. Tier changes apply from the next billing month. Most clients start on Essential and move to Operating once they have steady traffic and an existing customer base worth reactivating — usually somewhere around month four to six. Downgrades work the same way: 30 days' notice, next month starts on the new tier. No exit penalty.
What if my needs change mid-month?
Inside the published line items, anything we agreed to is covered — there's no "ticket count" or hourly meter. Mid-month additions outside the published scope (a full rebrand, a new booking flow for a new vertical, a paid-ads programme, a video shoot) get scoped on a call and priced as a separate engagement. The Care Plan stays the Care Plan; bigger initiatives are quoted separately so the monthly fee doesn't quietly creep.
Is everything in the published list, or are there scope-adds?
Everything you see on this page is in the published Care Plan. No tiered modules, no per-seat fees, no "you'll need to upgrade to access that." If something isn't on this page, it's either (a) not included by default, or (b) a separate quoted project (paid ads, photoshoots, multi-week rebrand sprints, ground-up new sites). The Care Plan is meant to be the bill — not the first invoice in a stack of recurring invoices.
How does cancellation work?
After the initial 90 days, the Care Plan moves to 30-day rolling termination — give 30 days' notice anytime, no lock-in, no clawback. Your site, your data, your booking system, your GBP, your hosting, and your accounts all come with you. The intent is for you to stay because it's working, not because you're stuck.
What's the actual scope of "MDA/MMC compliance overlay" for dental?
It's not legal advice — that's your counsel's job. It's a documented pre-publish compliance checklist applied to every public-facing piece of dental content (site copy, GBP posts, Instagram captions, before/after galleries, Google Ads landing pages). The checklist is built from the full MDA Code of Professional Conduct, MDA Advertising guidance, MOH Healthcare Advertising Guidelines (MAB 3.2023), and the MMC Code of Professional Conduct. Draft captions go to the clinic for sign-off before anything publishes. If an MDA query ever lands, your own counsel handles it — my job is making sure it has no reason to.