CASE STUDIES

Dental Depot DFW: Reducing Missed Calls with the Power of AI

Customer: Dental Depot DFW

Location: Dallas, Texas

Offices: 7

The average dental practice misses between 27% and 38% of inbound calls—equating to roughly two out of every five potential patient interactions. VoiceStack helps practices to not just capture those missed opportunities but also increase appointment bookings, ensure consistently higher answer rates, and elevate the entire phone experience for both your team and patients.

Dental Depot DFW, a multi-location group practice based in Dallas, had already outperformed the industry standard in call handling. Yet, in their relentless pursuit of delivering an even better patient experience, they turned to VoiceStack.

How VoiceStack's AI Does It

While modern VoIP systems reduce missed calls by placing patients in queues and sending instant notifications, AI-driven voicebots can proactively handle calls from the start. A contextually trained virtual assistant can resolve most patient inquiries and even automate bookings for routine treatments, such as check-ups and hygiene appointments. When high-value inquiries arise, the voicebot seamlessly transfers these calls, along with a summary of the prior conversation, to skilled team members, ensuring an optimal balance between automation, conversion, and a positive patient experience. The AI can also handle voicemail responses in context and send text messages to seamlessly facilitate online appointment scheduling.

After just three months of implementation, the results spoke for themselves.

Northwest Dental Group: Converting More Callers into Appointments

Customer: Northwest Dental Group

Location: Rochester, Minnesota

Offices: 4

On average, a dental practice converts just 53% of inquiries into booked appointments. Now, imagine pushing that number to 85%. That's what Dr. Katie Post wanted to achieve at Northwest Dental Group.

Northwest Dental Group is a regional dental care provider known for offering comprehensive oral health services to individuals and families, most notably in and around Rochester, Minnesota. Elevating patient experience over phone calls and improving appointment booking conversion led them to VoiceStack.

Achieving this growth requires a shift in mindset for the front office staff, from functioning as a traditional receptionist to thinking and acting like a skilled sales professional. It also meant recognizing every phone call as an opportunity and coaching the team to consistently seek ways to schedule new patients. Dr. Post knew that with the right training, even a seemingly routine inquiry can become the start of a lasting patient relationship. For this, she turned to VoiceStack.

How VoiceStack's AI Does It

By first identifying and prioritizing high-value patient inquiries, VoiceStack ensures your team focuses on the most profitable opportunities. Through advanced transcription and analysis of every call, this reveals why patients call, tracks appointment outcomes, and uncovers lost opportunities. It then applies conversion probability scores to highlight leads worth pursuing, guiding strategic follow-ups. Beyond conversions, it assesses critical customer service elements, from introductions and empathy to rapport-building, appointment booking attempts, and closing techniques, thus ensuring top performers are recognized and training needs are met. Linking bookings to specific marketing channels allows precise attribution in Google Ads and Google Analytics which then surfaces in VoiceStack. This heightened visibility lets you optimize marketing spend, refine remarketing strategies, and target more relevant audience segments. Ultimately, these AI-driven insights from VoiceStack boost production per patient and per chair, and strengthens the practice’s overall profitability and growth.

After three months of implementation, here’s how AI transformed the data into actionable insights to create incredible numbers for Dr. Post at Northwest Dental Group.

Kids Tooth Team: Improving Staff Productivity

Customer: Kids Tooth Team

Location: Austin, Texas

Offices: 3

In a busy healthcare practice, time is of the essence. Every patient interaction, be it a phone consultation, a follow-up query, or a scheduling call, generates a series of administrative tasks. On average, it takes about two minutes to accurately capture notes after each communication. For a team managing around 20 patient calls per day, this process adds up to a full hour of lost productivity daily. This ongoing cycle not only diverts valuable staff time away from patient care, but also increases the risk of incomplete records, missed follow-ups, and overlooked details.

Kids Tooth Team Dental, a multi-location pediatric dental group, provides comprehensive oral healthcare tailored specifically to children in Austin, Texas. One of their primary challenges was ensuring that receptionists could efficiently manage billing inquiries and treatment plans. To improve staff productivity and create a seamless handoff from front desk, CEO Tim Otto and Dr. Alex Otto decided to switch to VoiceStack.

How VoiceStack's AI Does It

VoiceStack's AI can accurately summarize every patient phone call with a high degree of detail and precision. These conversation summaries can then be automatically transferred into Practice Management Systems (in this case CareStack which was being used at Kids Tooth Team). This ensures that all information is captured at a single source of truth. By having these comprehensive records readily available, providers can review patient interactions before appointments, leading to more informed care and the ability to address patient concerns proactively.

Additionally, VoiceStack also streamlines internal team communication. When inquiries are passed between departments via email, it becomes difficult to track progress and often results in lost requests. With VoiceStack, post-call tasks can be automatically identified, assigned to the appropriate team members, and monitored through completion, helping to ensure that all patient needs are met without anything slipping through the cracks.

With seamless, AI-driven task automation, the front desk staff at Kids Tooth Team was able to easily assign the inquiries to the billing or treatment coordination teams, while enhanced monitoring capabilities guaranteed that no request went unfulfilled, ensuring proactive, exceptional patient care at every step.