Customer Overview

Harbour Dental Care is a growing dental group based in Jacksonville, Florida. When the group partnered with Patient Prism in February 2023, it operated four practices with inquiries answered at each front desk. Today, Harbour runs 14 practices supported by a centralized call center, with plans to roughly double its footprint within the next few years. Charles Goodin, Marketing Director, oversees the group’s marketing and call center operations, managing performance remotely across the entire network.

The Challenge

Before Patient Prism, inbound inquiries were routed to front desks at each practice. The results were mixed, not because front-desk teams lacked skill, but because they were distracted by everything else happening in the practice. Harbour had roughly 50% visibility into the metrics that mattered: how many paid inquiries went unanswered, and how many answered calls were handled well enough to convert.

The group’s VOIP system recorded calls, but review meant someone, usually Goodin himself, listening to them manually. At four practices, that was tolerable. At 14, it would have been impossible. Harbour knew new patient volume was integral to its growth plan, and that a coin toss on whether the phone even got answered could not scale. The group committed to two changes at once: building a centralized call center and installing the observability layer to manage it.

Patient Prism’s first month of data made the problem concrete. In February 2023, with a brand-new two-person call center and most inquiries still routed to the practices, Harbour missed 1,528 of 2,436 calls on the first attempt, a 63% missed call rate, while converting 66.85% of new patient calls that were answered. The most immediate opportunity was the most obvious one: answer the phone.

“The leadership’s estimation of the phone handling is always vastly higher than what it is in reality. Everyone thinks they have a great front desk. The problem is no one knew it was a problem, so no one trained anyone on the problem. If you want to be exceptional, you have to measure what’s going on, and in my opinion, this is the best software for doing that.”
— Charles Goodin, Marketing Director, Harbour Dental Care

Why Patient Prism

Harbour did not run a comparative evaluation. In Goodin’s experience, third-party dental vendors solve 80% of a problem and stop building. Patient Prism won on completeness and momentum:

• AI-Powered Call Analysis. A short synopsis of every call that did not end in a booking, with the ability to act on it in the moment.
• Lead Capture Before Booking. The only online scheduler Goodin has worked with that captures contact information before any booking attempt, so an abandoned booking is a follow-up opportunity instead of a lost lead.
• Top-Line Metrics. Daily visibility into new patient inquiry volume, conversion rate, follow-up activity, and re-engaged opportunities.
• Customizable Standards. The ability to define what a great call looks like for Harbour specifically (warmth, empathy, investment in the outcome) and measure every call against it.
• Continuous Iteration. Feature requests are heard and shipped, and improvements have never come with an upcharge.

Implementation

Onboarding was straightforward. Goodin, who had previously provisioned ad tracking numbers through a third-party tool, moved that provisioning into Patient Prism without a learning curve, and support stayed responsive throughout. Harbour launched its first call center (two people covering four practices) at the same time it went live on the platform.

Usable data arrived on day one. Early metrics immediately corrected leadership intuition, revealing weaknesses where Harbour assumed strength and strengths no one had thought to measure. Those findings set the KPIs Harbour still iterates on today.

What Patient Prism Enabled

Answer Rate at Scale

By Q1 2026, operating nine offices on just three call center representatives with Patient Prism’s Voice and SMS Agents as the fallback, Harbour missed only 744 of 6,025 calls, about 12%. The true unanswered rate is likely lower still: agent-handled calls where the caller hangs up without engaging are frequently counted as not connected. Harbour added a fourth representative in May 2026 as the group expanded to 14 practices.

Coaching Built on Real Data

With thousands of calls in the system, Harbour knows what a mature call center representative’s ramp looks like, what good performance is, and where to coach underperformers into high performers. One early insight came from a top converter who spent two to three times longer on the phone than Harbour’s target. Instead of pushing her to close faster, Goodin doubled the talk-time target for the whole team; the extra time was empathy, and empathy converted. Harbour launched with an achievable 65% conversion target. In Q1 2026, the team converted 70% of new patient inquiries, with top performers booking above 75%, all while answer rates and call volume climbed.

Voice and SMS Agents as the Capture Safety Net

With a lean team covering a growing network, moments arrive when every human is engaged and another patient calls. Rather than sending that caller to voicemail, where booking odds plummet, Harbour deploys Patient Prism’s Voice and SMS Agents as the fallback, including after hours, when a surprising number of patients call. In Q1 2026, the agents handled 326 new opportunity calls and booked 109 of them, a 33% booking rate on inquiries that would otherwise have converted at zero.

An Online Scheduler That Never Throws Away a Lead

Some patients simply prefer not to call, and dental anxiety keeps others off the phone entirely. Harbour uses Patient Prism’s online scheduler for both, and because the scheduler captures lead information before the booking attempt, an abandoned booking is not gone. Harbour’s call center makes outbound calls to every abandoned online booking and converts about 30% into appointments the group would never have seen. A concierge welcome call to online bookers, not to confirm or collect insurance, but simply to welcome them, improves show rates among even phone-averse patients.

Marketing Mix Intelligence

Call-level insight into caller types (Medicaid, HMO, PPO, fee-for-service) gave Goodin, who directs Harbour’s marketing spend, the data to adjust channel budgets and keyword targeting well beyond simple negative keywords. The result is spend directed at the patient mix Harbour actually wants.

“This is not software that’s going to show you savings on the front end of an advertising campaign. What it is going to show you is the lead to patient booking ratio will be massively improved. And if you do the calculation not on cost per lead, but on cost per new patient, you will see tremendous numbers compared to what you’re probably seeing currently.”
— Charles Goodin, Marketing Director, Harbour Dental Care

Results

Three years in, Patient Prism is a core piece of Harbour’s infrastructure: ad tracking numbers, phone routing, online booking, and call intelligence all run through the platform. The missed call rate has fallen from 63% in Harbour’s first month to about 12% in Q1 2026, while team-wide new patient conversion reached 70%, up from a 65% launch target and a 66.85% first-month baseline. Voice and SMS Agents booked 33% of the overflow and after-hours inquiries no human could reach, and outbound follow-up recovers 30% of abandoned online bookings. As Harbour grows from 14 practices toward double its current footprint, the platform is how a remote leadership team ensures every patient at every new office gets the same first-class experience.

12%

Missed first-attempt call rate, down from 63% at onboarding

70%

Team-wide new patient conversion, Q1 2026

30%

Abandoned online bookings recovered through outbound follow-up

“The only way to scale successfully and ensure every patient in every new office gets the same first-class experience is having a piece of software that lets somebody like me see what’s actually going on.”
— Charles Goodin, Marketing Director, Harbour Dental Care