Customer Overview

Care Dentistry Group (CDG) is a dental services organization renowned for its commitment to excellence in dental care. CDG embarked on a transformative journey with Patient Prism in March 2019, aiming to revolutionize their patient engagement and conversion strategies. Facing challenges in optimizing new patient conversions and capitalizing on potential revenue opportunities, CDG integrated Patient Prism’s advanced AI analytics to refine their patient communication and follow-up strategies.

The Challenge

CDG faced persistent challenges in optimizing new patient conversions and identifying lost revenue opportunities across their growing network. Without a systematic way to analyze patient interactions and follow up on missed opportunities, potential new patients were falling through the cracks. Leadership needed a solution that could provide actionable feedback at scale, one that would improve conversion performance without simply adding headcount.

Why Patient Prism

Patient Prism’s conversational AI technology provided CDG with the analytical depth and operational tooling needed to transform their approach to patient engagement. Key capabilities included:

• DeepLens Analysis: Quick analyses and recommendations on calls that could be turned into appointments.
• Real-Time Data Delivery: Calls analyzed within one minute, enabling immediate action on missed opportunities.
• Customized KPIs: Configurable filters to identify key patterns including Opportunity Type, Booking Status, and Reasons for Non-Booking.
• Follow-Up Alerts: Automated notifications empowering teams to re-engage patients who did not convert on initial contact.
• Google Ads & GA4 Integration: Visibility into which campaigns resulted in booked appointments, not simply phone calls.
• Outbound Calling: Visibility into both inbound and outbound conversations leading to booked appointments or lost opportunities.
• Achievement Board: Gamification features to track and celebrate team performance, driving healthy competition around conversion metrics.

The Journey and Results

The Initial Leap

In the first month with Patient Prism, CDG’s new patient conversion rate hit 71%, generating $23,550 in estimated revenue at their Dentist of Torrance location. Despite five RELO recommendations, only one was completed, indicating initial areas for improvement in follow-up execution.

Nine-Month Milestone

Within nine months, CDG’s conversion rate climbed to 76%, amassing over $2.6 million in estimated revenue from a single office. The team capitalized on Patient Prism’s follow-up alerts, recovering over $20,000 in estimated revenue from opportunities that would otherwise have been lost.

Year 2 Expansion

Expanding to nine offices, CDG’s conversion rate soared to 80%. The team effectively utilized Patient Prism’s recommendations to recover 351 opportunities, translating to over $1 million in regained revenue across the growing network.

Four-Year Triumph

By July 2023, with 14 locations and the integration of Patient Prism’s V3 model, CDG achieved remarkable growth. In Q4 alone, the team generated over $7.8 million in estimated revenue and recovered 462 opportunities, marking a 33% success rate on opportunity recovery.

Analyzing the Impact

Patient Prism’s AI-driven insights and follow-up recommendations were instrumental in CDG’s exponential growth. The platform’s ability to analyze patient interactions and provide actionable feedback transformed CDG’s approach to patient engagement, leading to significant improvements in conversion rates and revenue recovery at every stage of their expansion.

71%

Conversion rate in month one at Dentist of Torrance

$2.6M

Estimated revenue from a single office within nine months

80%

Conversion rate after expanding to nine offices

351

Opportunities recovered in year two, totaling $1M+ in regained revenue

$7.8M

Estimated revenue generated in Q4 of year four across 14 locations

462

Opportunities recovered in Q4 of year four at a 33% success rate

Future Outlook

CDG’s journey with Patient Prism exemplifies the transformative power of AI in healthcare. As CDG continues to expand and evolve, the partnership with Patient Prism remains a cornerstone of their strategy, promising continued growth and innovation in patient engagement and practice management. CDG’s success story sets a new benchmark in patient conversion and revenue generation, paving the way for future advancements in the dental industry.