Sydney Dental Clinic Never Misses a Patient Call Again
Smile Studio Dental · Sydney, NSW
The Challenge
Smile Studio Dental is a busy three-chair practice in Sydney's inner west. With one receptionist managing check-ins, payments, and phone calls simultaneously, calls would often go to voicemail during peak periods — especially during the lunch hour when the receptionist took a break.
Dr. Sarah Chen noticed a pattern: new patient enquiries peaked between 12 PM and 2 PM (people calling during their own lunch breaks), exactly when her receptionist was least available. After-hours calls from patients with dental emergencies or weekend enquiries were going entirely unanswered.
Hiring a second receptionist would cost $55,000+ per year. An external answering service felt impersonal and couldn't handle dental-specific questions about services, insurance, or emergency triage.
The Solution
Smile Studio configured Vervox with a warm, friendly female voice and a greeting that matched their brand: "Thanks for calling Smile Studio Dental, how can I help you today?"
The AI was customised with dental-specific intake: patient name, whether they are a new or existing patient, reason for calling (check-up, pain, cosmetic, emergency), preferred appointment time, and insurance details. Custom instructions told the AI to direct true emergencies to the nearest emergency dental service.
During business hours, the AI handles overflow calls when the receptionist is busy. After hours and on weekends, it captures every enquiry and sends the details to Dr. Chen's phone so she can prioritise urgent cases.
The Results
The results were immediate and significant:
- Call capture rate increased from 62% to 95%.
- 28 additional new patients per month from calls that previously went to voicemail.
- The receptionist saved 15 hours per week previously spent on phone tag and voicemail callbacks.
- 40% of new patient enquiries now come from after-hours and weekend calls.
The practice estimates the additional patients represent over $30,000 in annual revenue — from a service costing less than $100/month.
“Our front desk was constantly overwhelmed — phones ringing while patients were checking in. Now the AI handles overflow and after-hours calls beautifully. Patients don't even realise they're talking to AI. We've booked 28 more new patients per month just from calls we used to miss.”
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