Case Study: 1st Family Dental achieves 42% more new-patient appointments and a 32% lower cost per phone lead with Invoca

1st Family Dental Uses Invoca to Drive and Convert More Appointment Calls

1st Family Dental, a 14-location provider across Illinois, relied on phone calls for more than 75% of new patient bookings and ran a wide mix of online and offline marketing. Their challenge was tracking which channels actually drove phone leads and measuring how well call center agents converted those callers into appointments.

They partnered with Invoca’s conversation intelligence for end-to-end call tracking, IVR routing to a centralized call center, screen‑pops with caller insights, recorded/transcribed calls, and detailed analytics for marketing ROI and agent coaching. The solution cut cost per phone lead by 32%, increased calls converted to new patient appointments by 42%, improved agent performance, and recaptured previously lost appointment opportunities.

1st Family Dental

Vicky Khawaja

Director of Sales and Marketing