Dentally: Revolutionizing Patient Communication in Dentistry Practices
Technology Category
- Networks & Connectivity - 5G
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Cement
- Life Sciences
Applicable Functions
- Logistics & Transportation
- Sales & Marketing
Use Cases
- Personnel Tracking & Monitoring
- Speech Recognition
Services
- System Integration
About The Customer
Dentally's customers are dental practices, both large chains and small family-run businesses. These practices rely on Dentally’s platform to improve their patients’ experiences. The software smooths the customer journey and minimizes the steps it takes to complete actions like appointment booking and reminders, clinical treatments, medical history records, and billing. This keeps appointments running on time and patients wanting to come back. As Dentally has grown, it has been able to serve more dentists across the U.K. and Europe.
The Challenge
Dentistry practices operate on tight schedules, often leaving little time for patient care. Dentally, a company dedicated to improving patient experiences, envisioned a future where dentists have more time to treat patients. They aimed to build a user-friendly, intuitive portal that would empower dental practices to easily communicate with patients via voice and text. The challenge was to create a system that could streamline processes like appointment booking and reminders, clinical treatments, medical history records, and billing. This would ensure appointments run on time and patients are satisfied with their experience.
The Solution
Dentally decided to build its text message solution with Twilio’s Programmable Messaging API. This allowed them to send patients timely appointment reminders and recall notices via text. Dentally also added automation to their system. Appointment reminders alert patients before visits, and patients reply to confirm. Inbound webhooks then seamlessly update the practice account within the Dentally system. Dentally also enabled two-way communication, reducing the average appointment no-show rate from 5% to 1.3%. Each practice’s account is assigned a local number, and Twilio’s Programmable Messaging API delivers reply message practices to their inbox, enabling the staff to hold back and forth conversations with patients. As Dentally grew, the Programmable Messaging allowed dentistry practices to send and receive 1.2 million text messages a month.
Operational Impact
Quantitative Benefit
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