Achieving a 5:1 ROI in Pediatric Dentistry Appointment Scheduling
The Ask
A pediatric dentistry provider was facing significant challenges with underperforming offices in multiple regions. These challenges included a large backlog of approximately 20,000 unscheduled patients and a growing patient attrition rate due to a lack of focus on patient retention. To address these issues, they sought a partner who could proactively reach out to past-due patients and schedule hygiene appointments, thereby maximizing the use of available appointment slots and improving patient retention.
The Solution
We took a strategic, multi-phased approach:
1. Proactive Outreach Initiative:
Implemented a proactive outreach strategy by onboarding specific locations to reconnect with unscheduled, past-due patients. The primary objective was to facilitate the scheduling of hygiene appointments for these individuals.
2. Targeted Campaigns:
Designed and implemented targeted campaigns aimed at engaging with the target audience effectively. These campaigns were tailored to emphasize the significance of regular hygiene visits and underscore the benefits of maintaining optimal dental health for children.
3. Multichannel Engagement:
Recognizing the importance of diversified communication channels, a multichannel engagement approach was employed. This involved utilizing various platforms such as phone calls, emails, and text messages to ensure comprehensive outreach and multiple touchpoints for effective communication.
4. KPI-Driven Training Programs:
To bolster the effectiveness of outreach efforts, KPI-driven training programs were developed for agents. These programs were crafted to equip agents with the necessary skills and knowledge, focusing on key performance indicators such as scheduling rates, patient satisfaction, and revenue generation.
5. Unified Approach:
Central to the strategy was a unified approach to patient engagement. Every interaction was aligned towards the common goal of scheduling appointments and enhancing patient satisfaction. This cohesive approach ensured consistency and efficiency across all communication channels.
6. Continuous Improvement:
Dedicated efforts towards continuous improvement, regularly evaluating strategies and adapting them to evolving patient needs and market dynamics. This iterative approach ensured sustained success and customer satisfaction over time.
The Results
The strategic initiatives yielded substantial outcomes. Within a year, the proactive outreach resulted in:
Appointments Scheduled:
Over 9,700 appointments were successfully scheduled, representing a 45% scheduling rate of connected calls.
Revenue Generation
The total appointment revenue exceeded six figures, demonstrating a robust return on investment (ROI) of 5:1.
Improved Data:
Updated provider data for 5,784 patients, ensuring accurate records and better future outreach efforts.
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