Case Study: Affinity Chiropractic modernizes the patient experience and slashes monthly costs with Medallia Concierge

Affinity Chiropractic Modernizes the Patient Experience with Intelligent Messaging

Affinity Chiropractic, founded by Dr. Jane Bigby in Klamath Falls, struggled with an answering service that created scheduling errors, long 15–20 minute calls, and unpredictable by-the-minute bills—undermining the clinic’s patient experience and efficiency. Looking for a better option, Affinity Chiropractic replaced that service with Medallia Concierge (via the Medallia Zingle mobile messaging platform) to modernize front-desk communications and online scheduling.

Medallia Concierge implemented AI-powered, two-way texting and intent-triggered automations that send scheduling links, sync with the clinic’s EHR, and handle FAQs and hours of operation, letting patients self-service quickly and accurately. The switch improved scheduling accuracy and patient satisfaction, stabilized pricing, and cut costs dramatically—Affinity Chiropractic reports over 200% in monthly reduced costs after adopting Medallia Concierge.

Affinity Chiropractic

Jane Bigby

Founder