The challenge
Bright Smile Dental, a 4-location dental group, was losing new-patient revenue every weekend and evening when the front desk was closed. Call volume peaked Monday mornings as patients tried to reach whoever they reached on a Friday night voicemail — most didn't leave one. The operations director estimated 300+ potential new-patient calls went unanswered each month.
The solution
The team deployed a Voxovo inbound agent on each location's main line. The agent handles new-patient intake (insurance type, preferred date, chief complaint), books hygiene slots via Live Calendar integration, and sends SMS confirmation. For clinical questions it warm-transfers to an on-call coordinator. After hours, it captures intent and queues callbacks for Monday morning with a structured summary.
Results
- 300+ previously missed calls now answered monthly
- 41% of after-hours callers book an appointment without speaking to staff
- Average front-desk call time dropped 38% as the agent handles FAQs before transfer
- New-patient no-show rate fell 22% after SMS confirmation flow launched
“We thought it would sound robotic. The first week a patient called to say how smooth it was to book at 11 PM on a Sunday. That was the moment we stopped questioning the investment.”
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