Case Study: Arkansas Children's Hospital achieves $250K in savings and 90% fewer missed appointments with Twilio Voice

Arkansas Children's Hospital Saves Thousands Of Dollars With Appointment Reminders Using Twilio Voice

Arkansas Children’s Hospital, one of the largest pediatric providers in the U.S., faced a growing no‑show problem because its legacy on‑premises phone system couldn’t scale to deliver appointment reminders. The aging PBX, in use since 2008, failed under heavy call loads so many families didn’t receive reminders, contributing to more than 250 no‑shows per day and placing strain on staff and patient care.

The hospital implemented Twilio Voice and SMS with a web‑based messaging UI to automate reminders, confirmations, and rescheduling prompts. The cloud solution required little upkeep, let staff share confirmation reports, and scaled across clinics—delivering faster outreach, better attendance, and significant savings: about $250K and roughly 90% fewer missed appointments.

Arkansas Children's Hospital

Stewart Whaley

Team Leader, Systems Development Group