Case Study: Smile Workshop achieves 193% increase in patient reviews and streamlined patient communication with Birdeye

Smile Workshop provides a game-changing patient experience using Birdeye

Smile Workshop, a 14-location Texas DSO, faced the challenge of modernizing patient communication, increasing reviews, and retaining patients across locations while maintaining HIPAA compliance and integrating with their Eaglesoft PMS. To address this, Smile Workshop partnered with Birdeye and deployed products including Listings, Reviews, Interactions, MassTexting, and Benchmarking to streamline the patient journey and improve search and reporting at the location level.

Birdeye implemented automated post-appointment review requests (integrated with Eaglesoft), auto-response templates, a unified inbox via Birdeye Interactions, and mass texting and listings management. The results: reviews grew 193% (more reviews in 12 months than the prior 10 years), responses increased 32% with auto-responses, their testimonial widget received over 70,000 views and Google visibility exceeded 1.2 million views. In two months using Interactions they achieved a 3‑minute average response time, handled 1,000 incoming messages, generated 180 webchat leads and answered 55 voicemails, allowing Smile Workshop to retire their sales CRM.

Smile Workshop

Brandon Dowdy-Ernst

Chief Experience Officer