CASE STUDIES

Problem

An 11 year, 5-surgeon practice in Southern FL was originally on the fence about implementing AI. Their thoughts centered around the down time of implementing another new “system”, anticipated headaches around staff training, and not convinced our solution would make a significant enough impact to justify disrupting the status quo. Even so, they agreed to an AI Audit with our team.

During the AI Audit, we found their top three pain points:

1.  Missing 25–30% of calls during business hours. They relied on voicemail and manual call-backs, and sometimes by then, potential clients had booked elsewhere. 
2. Staff was overwhelmed by intake paperwork filled out by new patients upon arrival to their office.
3. Unconfirmed appointments, resulting in no shows, late arrivals, etc. They had only recently started to charge for no shows, which created dissatisfaction with patients because the expectation was set in advance.

Solution

After performing the Ai Audit, we implemented the following solutions:

1. Built custom workflows starting with the lead generation process all the way to the online reviews, increasing their overall performance outcomes, going from only 263 to 399 reviews and their overall score went from 4.2 to 4.9 in a matter of six months.
2. Built their custom workflow with 24/7 Ai Voice Agents  that worked so well, patients believed they were speaking to live support staff. Since implementation, they’ve had zero missed calls. 
3. We created their custom workflows to also do the following: After the Ai Agents booked the appointments, the new patient would receive a link to complete their onboarding documentation, most of which was already completed due to the intake call by the AI Agent. We added in automated text/email appointment reminders 48 hours prior to arrival time, acknowledgement of 24 hour cancellation policy, requiring a payment method to hold the appointment  upfront in the event something comes up.
   

The above is a simple, condensed list of the powerful outcomes this practice received as the result of implementing AI. They didn’t need to manage five separate systems, all the work happened in the background, virtually seemless. Now, when patients arrive, the staff is able focus on them, increasing the patients’ experience. They increased their skin care sales by 62%, increased patient satisfaction, referrals, and received more repeat business from current patients. The ROI far exceeded their expectations.