Two Locations, One Recall Engine, and a Schedule That Fills Itself
A two-location family dental group with a leaking recall list and unanswered after-hours calls installed a chatbot, recall automation, and online booking. Here is what 90 days changed.
The Baseline: Leaks Every Practice Will Recognize
Strong clinical reputation, but the schedule depended entirely on office hours and staff memory.
The group booked well from referrals and long-standing patients, yet growth had flattened. Roughly two fifths of website traffic arrived after hours when nobody could answer questions. The hygiene recall list was worked whenever someone found time, which meant some months it was not worked at all. No-shows sat near one in five, worst on Monday mornings and Friday afternoons. Insurance questions consumed phone time despite the answer being the same handful of payors. The owners did not need convincing that leaks existed; they needed the leaks measured and then closed without adding front-desk hours, which is exactly how we scoped the engagement.
After-hours traffic unanswered. Two fifths of site visits arrived when the office was closed.
Recall worked from memory. Hygiene recall depended on somebody finding an hour between phones.
No-shows near 20%. Concentrated on early-week and Friday slots with weak reminder coverage.
Insurance calls repetitive. The same payor questions answered dozens of times weekly by staff.
Two locations, two truths. Each office tracked schedules differently, so management lacked one picture.
The Build: Three Systems, One Schedule
Everything installed in weeks four through six, integrated with their existing practice management stack.
Trained AI Chatbot
Trained on their services, payors, and tone; booking directly into the PMS with staff escalation for clinical questions.
Recall Automation
Hygiene-due sequences with response tracking, escalating unscheduled patients to a call list automatically.
Online Booking
Provider and operatory rules encoded, waitlist backfill live for late cancellations at both locations.
Reminder Cascades
Email and SMS sequences with one-tap confirm, tuned to the no-show pattern the baseline exposed.
Group Dashboard
One view across both offices: fill rate, recall conversion, no-show trend, and chat transcripts weekly.
Staff Playbook
Front-desk scripts and a daily rhythm so the systems kept working regardless of who was on shift.
We did not realize how much of our schedule was being decided by whoever answered the phone last. Now the after-hours inquiries book themselves, and the recall list works every single week whether we are busy or not.
The After Numbers at Day 90
Same metrics, same measurement method as the week-zero baseline.
No-shows down 34%.
From near 20% to the low teens, with reminder confirmations covering the historically worst slots.
After-hours capture up 3.1x.
Chatbot sessions after hours now convert at a rate the old voicemail flow never approached.
Ten weekly hours returned.
Recall and insurance-call work dropped enough to return roughly ten staff hours per week across both sites.
Recall conversion up 18%.
Hygiene-due patients booking within the sequence window, tracked from first touch to chair.
Frequently Asked Questions
Straight answers for practice owners and office managers evaluating dental booking automation.
What did the practice run before this engagement?
A static website with a contact form, phone-only booking, and a manual recall list in their PMS. Nothing was broken loudly; it was all leaking quietly.
How long did implementation take?
Four weeks to full go-live: audit and configuration in the first two, integration and training in week three, supervised launch in week four, with tuning through day 90.
What did the group invest?
A fixed build fee plus a monthly plan sized to two locations and their PMS integration. The monthly plan was covered by recovered recall production within the first quarter.
Would this work for a single-location practice?
Yes, and typically faster. Single-location rollouts skip the cross-site dashboarding complexity and usually see the same leak patterns close within one recall cycle.
See What Your Baseline Says
Book a free strategy call. We will capture your baseline numbers the same way and tell you honestly which of these leaks are yours.