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    Case study 07 · Inquiry forms and follow-up

    Ending the relay race in new patient appointments handling

    Day to day with new patient appointments, the 'I thought you had it' conversation has been designed out. Each inquiry shows its owner, its status and its fallback, and anyone covering can see all three.

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    The story

    Whereitstarted,andwhat we changed

    Three stations, in the order the practice lived them. The first two are the practice's description of the old way; the third is the build.

    1. Station 01

      Starting point

      A single shared mailbox caught every new patient appointments inquiry. Several staff dipped in when they could, and ownership of any given message was invisible.

    2. Station 02

      The problem

      For new patient appointments, replies duplicated while neighbors went unanswered. Absence cover meant reconstructing each thread's history before daring to respond.

    3. Station 03

      What we built

      The intake workflow now gathers visit reason, preferred day and callback details, assigns a named owner to each request and keeps a simple status for follow-up. A designated backup picks up anything whose primary contact is away.

    Features used

    4partsofthepackage,put to work

    Each one links to the page that explains how it works on every site we build.

    Timeline

    20 working days, counted from content approval

    20 working days after content approval, including staff review and handover.

    Across all 20 case studies, builds ran from 10 to 25 working days after approval. The bar is drawn to that scale.

    Live demo

    Want this fixed on your own site?

    A 30-minute walk-through of the site you would get, with the inquiry forms and follow-up set up the way your front desk works.

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    What changed

    Day to day with new patient appointments, the 'I thought you had it' conversation has been designed out. Each inquiry shows its owner, its status and its fallback, and anyone covering can see all three.

    I can open the new patient appointments queue and see who owns what. That was impossible to say six months ago.
    Jonathan LintonAppointments coordinatorCosmetic dentistry and whitening clinic, Springfield, Missouri

    Answers

    Questionsaboutthis case study

    How long did this project take for the cosmetic dentistry and whitening clinic?

    20 working days after content approval, including staff review and handover. The clock starts when the practice approves the content, so the build never waits on a draft nobody has signed off.

    Which parts of the build did this case use?

    Assignment rules, Follow-up status, Backup owner, Internal request summary. Each one is listed above with a link to the part of the package that carries it.

    Why is the practice not named?

    The practice agreed to share the work and their words on the condition that the business stays anonymous. You see the practice type, the region and the team size, and the quote is attributed to Jonathan Linton, appointments coordinator, by name and role.

    Could our practice get the same thing?

    Very likely, because this is the kind of work every plan is built around. Plans start at $137 a month with the $797 build fee invoiced only after launch. Book a demo and we show you how it would look and route on your own site before you commit to anything.

    More answers on the full FAQ page, or email us and a person replies within one working day.

    Next step

    Seewhatyour first messagecouldlooklike.

    From $137 a month, live in 7 days, and nobody at the practice ever logs into anything.

    Book a demohello@getdentalwebsite.com