Customer Overview

SmilePoint Dental Group is a privately owned, rapidly expanding DSO with locations throughout Texas and New Mexico, including Houston, Dallas, San Antonio, and Albuquerque. Founded by Abhinav Rastogi, SmilePoint’s mission is to provide the highest quality dental care to the communities it serves. With 28 locations and a fast-growing footprint, patient acquisition efficiency is central to the business model.

The Challenge

Scaling quickly means onboarding and training front office staff at a rapid pace, and that creates consistency challenges. When Patient Prism assessed SmilePoint’s new patient acquisition, the baseline conversion rate was 63%. The team needed structured support to handle calls more effectively, and management needed reliable data to identify problems and coach toward improvement. Without a clear measurement framework, SmilePoint was effectively flying blind on a key revenue driver.

“Calls are the lifeblood of any Dental Office, and we were struggling to measure our performance around that key area.”
— Abhinav Rastogi, Founder and CEO, SmilePoint Dental Group

Why Patient Prism

Rastogi was impressed by Patient Prism’s balance of AI analysis and human coaching, and by the results other DSOs were already seeing on the platform. SmilePoint began using Patient Prism in March 2019. The AI coached receptionists on conversational skills, and RELO alerts enabled the team to follow up quickly with prospective patients who hadn’t scheduled. Weekly training sessions from Patient Prism’s team helped build habits and sustain improvement over time.

Results

Over two years, SmilePoint’s new patient conversion rate climbed from 63% to 85%, a 22-point improvement. In March 2022, SmilePoint’s teams followed up on 99% of their RELO alerts, recovering 138 new patients who had initially said no and generating an estimated $210,000 in additional revenue in a single month.

22%

Increase in new patient conversion rate over two years (63% → 85%)

138

New patients recovered from RELO callbacks in a single month

$210,000

In estimated revenue recovered in one month from follow-up calls

The results validated SmilePoint’s core management philosophy of measuring what matters, and proved that applying that discipline to call performance could deliver outsized returns.

“Patient Prism has struck the right balance between AI and Human analysis to generate effective and actionable feedback. Additionally, their team is always available for us and we appreciate their weekly training sessions. At this point, it’s an essential tool for us, and without it we would be flying blind.”
— Abhinav Rastogi, Founder and CEO, SmilePoint Dental Group