Garden Springs Dental: 338 Missed Calls to 19 New Patients in 30 Days

When Skepticism Turns to Advocacy

When Practice Manager Pamela Maddox reflects on her initial skepticism about AI, she admits: "I was skeptical at first, since our patients are so used to speaking with a team member, and I thought we might receive negative feedback. However, we've had very few patients express any concerns about the AI. It's been great-it has really helped our office connect with patients when we are not there."

This transformation from doubt to advocacy captures the essence of Garden Springs Dental's success story: how the right partner delivers both efficiency and warmth, proving that technology can enhance rather than replace the human touch that defines exceptional care. 

Client Profile

Garden Springs Dental is a thriving general dentistry practice committed to providing comprehensive oral healthcare with a personal touch. Operating in a competitive market where missed calls mean lost patients, Garden Springs faced the universal challenge of balancing exceptional in-office care with round-the-clock patient accessibility. With 338 missed calls in just 30 days, the practice needed a solution that wouldn't compromise their commitment to personalized patient relationships.

The Challenge

Garden Springs Dental pursued to optimize their patient communication while preserving their personal approach:

Voicemail Purgatory: Staff spent hours each day trapped in an endless cycle of checking voicemails, returning calls, and playing phone tag with patients who had often already found care elsewhere.

Revenue Opportunity Gap: Without visibility into their true missed call volume, the practice was losing patients without understanding the scope. Each missed new patient represented thousands in lifetime value.

Morning Productivity Challenges: Every day began with the same ritual-staff members glued to phones, listening to overnight voicemails instead of preparing for the day's patients.

Data Blindness: Without real-time insights into missed calls and follow-up effectiveness, the practice couldn't optimize their response times or identify peak demand periods.

Patient Experience Gaps: Callers seeking immediate answers for dental pain or appointment needs were forced to wait for callbacks, often leading them to competitors.

The Solution: Always On. Always Caring.

Garden Springs Dental implemented Resonate AI's intelligent patient engagement platform, featuring:

• Instant Text Response: AI assistant "Katie" immediately engages missed callers via text, eliminating the waiting game
• Natural Conversations: Sophisticated AI handles everything from new patient intake to insurance verification with warmth and professionalism
• Email-Based Workflow: Voicemail marathons replaced with organized email summaries containing all patient details
• Real-Time Intelligence: Complete visibility into missed call patterns, patient needs, and team response times
• Seamless Integration: Quick deployment with existing phone systems-no workflow disruption

Remarkable Results

338 Missed Calls and 19 New Patients Captured

• 0 missed opportunities - every single call addressed

• Mix of high-value procedures including cleanings, cavity treatments, and comprehensive exams
• Patients specifically mentioned tooth pain addressed promptly

Operational Excellence Achieved

• Email-based system eliminated voicemail listening time
• Real-time patient insights replaced guesswork
• Personal touch maintained - patients couldn't tell the difference

130+ Existing Patients Served

• Current patients received immediate assistance for rescheduling and questions
• Enhanced patient satisfaction through instant response
• Reduced front desk burden during peak hours

What the Staff Says

On Transforming Daily Operations:

"We are now able to follow up with patients in real time. Previously, we had to check voicemail a few times a day, but now all messages come directly to our email. This allows us to respond more promptly and provide better care for our patients." — Pamela M., Practice Manager

On Overcoming Initial Skepticism:

"I was skeptical at first, since our patients are so used to speaking with a team member, and I thought we might receive negative feedback. However, we've had very few patients express any concerns about the AI. It's been great—it has really helped our office communicate more efficiently." — Pamela M., Practice Manager

On the Implementation Experience:

"Very smooth—more so than most—because of the personal care and timely responses whenever I had a question." — Pamela M., Practice Manager

Key Benefits That Matter

Real-Time Visibility: Leadership can now see exactly what they've been "yelling from the rooftops" about—the true volume of patient demand and when it peaks.

More Personal Than Voicemail: Counter-intuitively, the AI creates a more personal experience than traditional voicemail by engaging patients immediately when they need help.

Easy Correction and Training: When the AI needs adjustment, the team can quickly retrain it, ensuring it evolves with the practice's needs.

Instant Follow-Up Capability: The practice can now respond to patients while their need is still urgent, dramatically improving capture rates.

How It Works

1. Patient calls practice → Call goes unanswered
2. Katie instantly texts patient with warm, personalized greeting
3. Natural conversation begins → AI handles everything from new patient intake to insurance questions
4. Email notification sent to team with complete patient information and conversation summary
5. Staff follows up efficiently with all details pre-gathered, ready to book

Smart Triage in Action: The AI successfully navigated complex scenarios including patients with tooth pain needing urgent care, insurance verification questions (including no insurance alternatives), and new patients who hadn't visited a dentist in years—all while maintaining a conversational, caring tone.

Real Patient Conversations That Convert

The AI handled diverse situations with remarkable sophistication:

• New Patient with Dental Anxiety: patient experiencing tooth pain and needing routine cleaning, was warmly welcomed and had all information gathered for immediate follow-up
• No Insurance Navigation: Multiple patients sharing they have no insurance received helpful alternatives, including information about the practice's Membership Plan offering 15% off all treatments for flat annual fee
• Long-Overdue Care: patient who hadn't seen a dentist in 4 years, felt comfortable enough with Katie to schedule comprehensive care including cleaning and cavity evaluation

Each conversation demonstrated the AI's ability to maintain Garden Springs' commitment to personalized care while capturing critical information for successful conversion.

Implementation Success Factors

Personal Support Makes the Difference: The Resonate AI team's hands-on approach, with personal attention and timely responses to questions, ensured smooth adoption.

No Workflow Disruption: The system integrated seamlessly with existing processes, allowing staff to maintain their routines while gaining new efficiencies.

Immediate Value Recognition: Staff saw benefits from day one, with organized email summaries replacing chaotic voicemail sessions.

Easy Adaptability: The ability to quickly correct and retrain the AI meant the system could evolve with the practice's specific needs and preferences.

The Competitive Edge

Specific Success Story

"Whenever we're able to capture a new patient, it's often because our AI can engage with them right away letting them know we'll call back to schedule their appointment. When we do call, we already know why they reached out, which makes the process much more efficient." — Pamela M.

This pre-qualification process means every callback is productive, with staff armed with patient needs, insurance information, and scheduling preferences before picking up the phone.

Key Takeaways

For Practice Managers: The transition from voicemail to email-based patient management saves hours weekly while improving response times and patient satisfaction.

For Skeptical Teams: Even practices deeply committed to personal patient relationships find AI enhances rather than replaces human interaction.

For Revenue-Focused Practices: With 19 new patients from previously lost opportunities, the ROI is immediate and measurable.

For Patient Experience: Instant response via text proves more personal and effective than delayed voicemail callbacks.

For Operational Excellence: Real-time visibility into missed calls and patient needs enables data-driven staffing and process improvements.

Looking Ahead

Garden Springs Dental has transformed from a practice losing revenue opportunities monthly to one that captures every single patient inquiry. The team no longer dreads Monday mornings or afternoon voicemail checks. Instead, they arrive to organized, actionable patient information ready for immediate follow-up.

As Pamela M. confirms with confidence: When asked if she would recommend Resonate AI to fellow dental practices, her response is unequivocal—"I would recommend it. It's been great!"