Customer Overview

Dental Depot is a family-owned and operated dental group founded in 1978 by Dr. Glenn Ashmore. With more than 25 locations across Oklahoma, Texas, and Arizona, the group is built on a simple mission: provide every patient with high-quality, affordable dental care. Their reputation is grounded in compassionate, community-focused service.

The Challenge

Despite a strong brand and consistent call volume, Dental Depot had no reliable way to know how many prospective patients were calling but leaving without booking an appointment. They had no system to identify missed opportunities in real-time, no process to win those callers back, and no way to measure the revenue impact of unbooked calls. The problem was invisible, until they looked for it.

“The fact that we’ve been able to recover so much surprised me. Those would have been lost opportunities.”
— April Sharry, Director of Marketing, Dental Depot

Why Patient Prism

Dental Depot needed more than basic call tracking. Where other tools simply reported missed calls, Patient Prism identified every unbooked new patient call and sent an alert, typically within 30 minutes, with coaching tips, suggested language for the follow-up call, and data on services requested, insurance information, and estimated revenue opportunity. For a marketing team with agency experience, the combination of AI, keyword spotting, and call coaching was immediately compelling.

“I come from a digital marketing agency and have used a lot of call tracking companies in the past. When we started with Patient Prism, I thought, why didn’t we do this sooner?”
— April Sharry, Director of Marketing

Implementation

Dental Depot launched Patient Prism with Dr. Himesh Kana’s DFW practice as the first location. Within a few months that single practice had recaptured more than $30,000 in new patient revenue from follow-up calls alone. By the summer of 2019, Patient Prism had been rolled out to more than 20 practices. A dedicated Patient Scheduling Manager, Rebecca Bowling, was put in charge of making re-engagement calls and tracking RELO conversions using a PRISM code entered directly into their practice management system.

Results

In just six months across the group, Dental Depot recovered $300,000 in collected revenue from patients who were won back on follow-up calls. Oklahoma practices alone added 1,500 new patients, nearly 100 per location, and same-store sales climbed 6% year-over-year. The practice also introduced a targeted offer for callers who cited cost as the reason for not booking, which drove a measurable increase in CareCredit applications and approvals.

$300,000

In collected revenue recovered in just six months

1,500

New patients added across Oklahoma practices in six months

6%

Same-store sales increase year-over-year

Beyond recapture, Patient Prism’s built-in performance recognition system, diamond, gold, and silver certificates for team members hitting conversion benchmarks, helped sustain motivation across the front office and call center.

“It doesn’t just show our team why somebody didn’t book. It shows us how to improve. It makes our team instantly better.”
— Dr. Himesh Kana, DDS, Managing Partner, Dental Depot DFW