Twilio Case Studies Dentally: Revolutionizing Patient Communication in Dentistry Practices

	Dentally: Revolutionizing Patient Communication in Dentistry Practices Twilio

Dentally: Revolutionizing Patient Communication in Dentistry Practices

Twilio

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	Dentally's solution has significantly improved the operational efficiency of dental practices. The automation of appointment reminders and the introduction of two-way communication have streamlined the appointment process, reducing no-show rates and enhancing patient engagement. The system's user-friendly interface has made it easy for practices to communicate with patients, improving the overall patient experience. The ability to hold back and forth conversations with patients has also added a personal touch to the communication process, making patients feel more valued. Furthermore, the use of Twilio’s Programmable Messaging API has ensured reliable and efficient communication, with a high delivery and reply rate. The solution has also proven to be flexible and scalable, accommodating the growth of Dentally and its increasing customer base.

Impact #1

Dentally's solution has significantly improved the operational efficiency of dental practices. The automation of appointment reminders and the introduction of two-way communication have streamlined the appointment process, reducing no-show rates and enhancing patient engagement. The system's user-friendly interface has made it easy for practices to communicate with patients, improving the overall patient experience. The ability to hold back and forth conversations with patients has also added a personal touch to the communication process, making patients feel more valued. Furthermore, the use of Twilio’s Programmable Messaging API has ensured reliable and efficient communication, with a high delivery and reply rate. The solution has also proven to be flexible and scalable, accommodating the growth of Dentally and its increasing customer base.

Benefit #1	Average SMS delivery rate of 98%
Benefit #2	Reduced average appointment no-show rate from 5% to 1.3%
Benefit #3	Average SMS reply rate on Dentally’s platform is 10%

Benefit #1

Average SMS delivery rate of 98%

Benefit #2

Reduced average appointment no-show rate from 5% to 1.3%

Benefit #3

Average SMS reply rate on Dentally’s platform is 10%

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Overview

Dentally: Revolutionizing Patient Communication in Dentistry Practices

Operational Impact

Quantitative Benefit