Case Study: 21st Century Dental boosts bookings to 85% and strengthens patient connections with Call Box

Creating the Ultimate Patient Experience Starts With Connecting the Call and Lasts Through Connecting With the Patient

21st Century Dental, a patient-focused practice in Irving, Texas, struggled with missed calls and low booking rates that undercut their marketing spend and patient experience. To address phone problems and strengthen connections with patients, they turned to Call Box’s call-management solution to capture, monitor and improve how staff handled inbound calls.

Call Box implemented call monitoring, missed-call alerts and monthly call-review sessions so staff could improve scripts and use caller names, while Dr. Kent Smith could listen to calls and track performance. As a result, 21st Century Dental’s booking percentage rose from 57% (January 2014) to 85%, answering-goal targets moved from 75% to 80% to 85%, and the practice saw measurable improvements in staff performance and patient satisfaction.

21st Century Dental

Lisa Barerra

Office Manager