Case study · Dental clinic

Composite single-location practice — 3 chairs, solo owner.

Community intel puts practices at roughly ~$150K+/year lost to missed calls — that anchor is why this engagement was scoped. The numbers below are before / after for a composite single-location practice (2-4 chairs, solo owner), not a named real client.

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Before / after

Four numbers, on a composite single-location practice.

The readings below are composite shapes drawn from community intel — they describe the arc of the engagement, not a real named client. Treat the before column as the starting position and the after column as where the engagement lands once the four automations below are wired in.

Missed calls at peak hours

~9%

Before: ~38% of inbound calls at 8-10am and 4-6pm

Intake chatbot picked up when the front desk was chairside, screens the caller, and books straight into the PMS so the call stops being a missed call.

After-hours bookings captured

~6/wk

Before: ~0 / week

After-hours SMS replies routed into the same intake flow as new web enquiries — no separate inbox, no morning laptop triage pile.

No-show reconversion

~31%

Before: ~5% of missed appointments

No-show flag in the PMS fired a same-day SMS rebook link with an owner escalation lane after 48 hours, instead of dying in the appointment log.

Review-request volume

~40 / mo

Before: ~0 / month

+2h SMS with a one-tap review link fired the moment the PMS flagged the appointment complete, with one nudge at +72 hours if it went unanswered.

Composite single-location practice, 2-4 chairs, solo owner. Figures are composite narrative, not invented per-client facts.

What we shipped

Four automations, wired into the stack the front desk already lives in.

Each automation lands inside the practice management system or the tooling the front desk already pays for — no new platform, no parallel inbox, no junior-producer handoff in week three. The run-down below is composite narrative for the cohort of single- location practices this case study describes.

Intake chatbot
Picks up when the front desk is chairside, screens the caller, and books into the PMS.

Triggers

  • New web enquiry
  • After-hours SMS reply

Channels

  • Web widget
  • SMS

Stack

  • PMS intake records
Reminder sequence
Countdowns at T-2d, T-1d, and T-2h that respect opt-out flags and land in the PMS confirmation log.

Triggers

  • Appointment scheduled
  • T-2d / T-1d / T-2h countdowns

Channels

  • SMS
  • Email

Stack

  • PMS confirmation log
  • Opt-out flag respected
No-show chase
Same-day rebook link off the no-show PMS flag, with an owner escalation lane if the slot still sits empty at 48 hours.

Triggers

  • Missed-appointment flag in PMS

Channels

  • SMS with rebook link
  • Owner escalation lane at +48h

Stack

  • PMS booking table
Review-request flow
One-tap review request fired the moment the appointment closes, with a single nudge at +72 hours if it goes unanswered.

Triggers

  • Appointment marked complete in PMS

Channels

  • SMS at +2h with one-tap review link
  • One nudge at +72h if unanswered

Stack

  • Make / Zapier review-event log

Composite single-location practice, 2-4 chairs, solo owner. Triggers, channels, and stack describe the engagement shape, not a real named clinic.

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