DentalUnited StatesAvora Dental of Altamont made the first call feel like the practice
A practice that competes on how it feels to be a patient, where a missed call is the first thing a new patient ever learns about you.
- Eaglesoft
Hear it from them
Dr. Aashil Shah
Avora Dental of Altamont
0
after-hours enquiries booked in month one
0
callers sent through a phone menu
24/7
cover on the existing number
Before
What was breaking
- The practice is built on how it feels to be a patient, and the phone was the one part that still felt like everywhere else.
- New-patient enquiries arrived in the evening, after the desk had gone home, and most of them never left a voicemail.
- Hygiene recalls were worked whenever somebody had a spare hour, which in practice meant rarely.
What we did
How it works now
- Calls are answered on the existing number, in the practice's own tone, with no menu to press through.
- Evening and weekend enquiries are qualified and booked rather than left as a voicemail nobody returns.
- Recall outreach runs on the practice's own interval instead of waiting for a gap in the day.
After
What changed
- The first thing a new patient hears now matches the rest of the practice.
- Enquiries that used to arrive as a missed call arrive as an appointment.
- Write-back into Eaglesoft is being connected now, so the last rekeying step goes too.
“After-hours calls were dropping patients.”
The same flow, running
What this looks like on a live call.
The story above describes it. This is the flow itself, recorded end to end.
More stories
Other practices.
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