Customer Overview

Riccobene Associates Family Dentistry is a multi-location dental group operating across the Carolinas and Virginia, built on a deliberately decentralized model. Each office is run by an empowered office manager, supported by patient coordinators, and accountable to a transparent monthly performance system rather than a centralized call center. That model is exactly what most operators say cannot scale a tool like Patient Prism. Riccobene’s January 2026 relaunch became the proof that it can, when platform and operator align on how the workflow should actually be run.

The Challenge

Riccobene’s leadership had a dual problem to solve. On the operations side, new patient acquisition was being lost in the front office. Calls came in. Some converted. Some did not. The team needed a way to coach office managers proactively, identify what good call handling looked like, and follow up on lost opportunities before they were gone for good.

On the marketing side, the problem was equally pressing and equally invisible. Riccobene was investing in digital marketing, including Google campaigns, with no transparency into whether that spend was producing booked appointments. Calls were being recorded through Dialpad, but call recording is not call intelligence. The platform could capture audio. It could not tell leadership which campaigns were producing patients, which calls were converting, or what the front office was actually saying when those calls came in.

The hardest constraint sat underneath both problems. Riccobene runs a decentralized operating model with no centralized call center to absorb missed calls, drive standardized scripting, or own follow-up at the network level. Every result the organization wanted had to be produced inside individual offices by individual office managers. Most operators conclude that decentralization is incompatible with this kind of platform. Riccobene’s leadership concluded the opposite: decentralization works if the accountability system is built right.

“The problem was new patient acquisition, and we needed to solve it on two sides at once. We needed help training the front office to capture patients proactively, and we needed transparency into our digital marketing spend so we could finally see whether it was working.”
— Lorri Detrick, President and COO, Riccobene Associates Family Dentistry

Why Patient Prism

Riccobene was a returning customer. Lorri’s team had used Patient Prism in a previous role, so the relaunch evaluation was rooted in direct comparison rather than discovery. The new generation of the platform won the decision on five fronts that mattered specifically to a decentralized DSO trying to drive change inside individual offices:

• Easy Enough to Actually Use: Other tools record calls but bury the value. Patient Prism surfaces what to follow up on, what to flag for coaching, and what is converting, in a way that office managers can navigate during a normal day.
• RELO Recapture, Built for Decentralized Offices: Patient Prism’s RELO workflow surfaces new patient calls that did not convert and routes them back to the office for outbound follow-up, inside individual offices with no call center required.
• Marketing Transparency: Patient Prism connects digital marketing investment to actual booked appointments by call type and source, including Google Call Ads, giving leadership a defensible answer to which marketing dollars are actually producing patients.
• Better Pricing, Better Product, Better Reporting: As a returning customer, Riccobene benchmarked the new generation directly against the prior version. Pricing improved. Functionality expanded. Reporting deepened, including the deep-dive call summaries that office managers reference daily.
• Hands-On Client Success: Patient Prism’s client success team trained every Riccobene office manager directly, providing responsive partnership through onboarding and into the iterative refinements that followed.

“Dialpad records our calls, but nobody is going into Dialpad to listen to them. The platform isn’t user-friendly enough. Patient Prism is. Call tracking told you what happened; Patient Prism tells you what to do next, and it makes it easy enough to actually do it.”
— Lorri Detrick, President and COO, Riccobene Associates Family Dentistry

Implementation

Riccobene became a Patient Prism customer in February 2025, but the results in this case study came from the January 2026 relaunch, when Patient Prism and Riccobene aligned on how RELO and daily platform usage should actually be operationalized inside a decentralized DSO. The difference between the two windows is not the software. It is the operating model wrapped around it.

The relaunch sequenced a deliberate three-phase incentive progression designed to install the platform as a habit before installing it as a performance metric. February 2026 rewarded one behavior: log in every day. March escalated to a measurable metric: hit a 30%+ RELO conversion rate to earn the bonus. April escalated again: hit a 75%+ total new patient conversion rate. Each step built on the last. The incentive amounts stayed small (often $50 to $100) because the money was never the point. The competition and the transparency were.

Regional managers completed daily and weekly audits of each office’s platform utilization, accelerating adoption and creating a tight feedback loop with Patient Prism on which calls to exclude, which AI recommendations needed refinement, and which customizations fit Riccobene’s specific workflow.

“People move the needle in the areas you focus on. February, all I measured was whether office managers logged in. March, it was RELO conversion. April, total new patient conversion. The metric changes, but the cadence never does. Every office sees every other office’s data, every week.”
— Lorri Detrick, President and COO, Riccobene Associates Family Dentistry

What Patient Prism Enabled

A Culture of Transparency, Not Bonuses

The mechanism that drove Riccobene’s results is not the bonus structure. The bonus is the messenger. The mechanism is full data transparency. Every week, every office sees every other office’s performance on the metric being measured. Patient Prism makes that visibility possible at the call level, by office, in near real-time. Once teams know the data is being shared and watched, the competition takes over and behavior change becomes self-driven.

Office Managers Become the Experts

Within weeks of launch, Riccobene’s office managers began generating their own use cases. They started sharing standout calls in team chats, walking patient coordinators through specific moments where wording or tone changed an outcome, and using Patient Prism examples to coach behavior in near real-time. The platform stopped being a tool leadership pushed and became a tool the front line pulled from voluntarily.

Business Case Doubled in Six Weeks

Riccobene’s business case to investors required two new patients per office per month from Patient Prism to break even. By week six, the network was averaging 4.5, more than 2x the underwriting target. That is roughly one additional new patient per office per week attributable directly to Patient Prism intervention.

“It’s not the money. The money isn’t much. It’s the competition and the transparency. Once everybody sees everybody else’s data, the behavior change takes care of itself.”
— Lorri Detrick, President and COO, Riccobene Associates Family Dentistry

Results

Within six weeks of relaunch, Riccobene Associates became the #1 implementer of Patient Prism in the entire network, confirmed by Patient Prism CEO Amol Nirgudkar based on backend implementation data across the full client base. Visible results landed inside two weeks of launch.

4.5

New patients per office per month (2.25x the investor target)

#1

Patient Prism implementer across the entire network

22%

New patient growth from RELO recapture

From January 16 to March 31, 2026, RELO recapture drove 22% growth in total new patient bookings across the network. Riccobene also proved a thesis most operators in the category have not been able to prove: a decentralized DSO can drive measurable, network-wide change inside individual offices without a central call center, provided the operating model is built on full data transparency and a deliberate change-management cadence.

“If you are trying to convert more patients into appointments, use Patient Prism. Most platforms in this category get bought, get installed, and get ignored because nobody actually opens them. This one is too easy to not use.”
— Lorri Detrick, COO, Riccobene Associates Family Dentistry