OMS360 Transforms Patient Access with Resonate AI

Turning Missed Calls Into Booked Appointments

‍“What appeared to be a demand problem was actually an access problem. After implementing Resonate AI to address missed calls, daily appointment bookings increased, without additional marketing spend.” - Burake T., Chief Strategy, Operations, and Technology Officer, OMS360

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This insight from OMS360’s leadership captures the transformative power of addressing patient access. What many practices assume is a marketing or demand issue is often a patient access problem hiding in plain sight - and one that Resonate AI was built to solve.

Client Profile

OMS360 is an oral and maxillofacial surgery organization (Portfolio Company of Shore Capital Partners) operating multiple locations specializing in wisdom teeth removal, dental implants, and complex oral procedures. With a commitment to improving the patient journey at every touchpoint, OMS360 partnered with Resonate AI to address a critical gap in their patient communication infrastructure.

The Challenge

OMS360 identified that high missed-call volumes at their locations were negatively impacting the patient experience. The organization faced challenges common to growing surgical practices:

• Invisible Lost Opportunities: Without visibility into missed calls, leadership couldn’t differentiate between actual patient opportunities and routine inquiries
• Prioritization Challenges: Staff struggled to identify which callbacks were urgent surgical consultations versus routine questions
• Patient Experience Impact: Patients reaching voicemail or waiting for callbacks created frustration and risked losing them to competitors
• Data Visibility Gaps: Leadership needed better insights into scheduling needs across all inbound calls

The Solution

OMS360 implemented Resonate AI across their patient engagement platform, featuring:

• Instant Human-Like AI Response: Automated engagement with patients when calls are missed - via voice or text, depending on patient preference
• Smart Prioritization Dashboard: Real-time visibility showing which patients need urgent callbacks versus routine follow-ups
• Natural Conversation Handling: AI manages insurance questions, appointment preferences, and urgent care needs professionally
• Patient Satisfaction Tracking: CSAT measurement after each interaction ensures quality standards are maintained
• Seamless Integration: Quick deployment with existing phone systems and minimal workflow disruption

The Impact

After deploying Resonate AI, OMS360 experienced a meaningful shift across patient access, operational efficiency, and team confidence. Leadership saw a strong return on investment - one that exceeded expectations - while the team gained clarity and control over their patient communication workflows.

Critically, the results validated a core insight: what OMS360 had assumed was a demand challenge was, in reality, an access problem. By ensuring every missed call received an immediate, personalized response, the organization unlocked patient demand it was already generating - without additional marketing spend.

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“The biggest relief is knowing we’re not missing patients who are trying to reach us. Missed calls used to create frustration, lost revenue, and unhappy patients. Resonate AI has solved that by giving us confidence that every patient is accounted for and our team has a clear plan to follow up.” - Angie G., Regional Operations Director

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What Leadership Says

On Eliminating Missed Opportunities

“Improving the patient journey is a core focus of our practices. Resonate AI helped address this by ensuring patients no longer wait or reach voicemail - instead, their calls are answered and served the first time they call.” - Burake T., Chief Strategy, Operations, and Technology Officer

On Real-Time Visibility

“Resonate AI has given us clear visibility into every missed call and the ability to track follow-up in real time. Before, it was easy for voicemails or callbacks to get lost in the shuffle. Now we know exactly which calls need priority, and nothing falls through the cracks.” - Angie G., Regional Operations Director

The Human Touch: Patients Love “Amy”

One of the most compelling validations of the technology came from patient reactions. OMS360’s AI assistant was named “Amy” at one location, and patients developed genuine rapport with the virtual team member.

“Patients often come into the office talking about ‘Amy,’ which is what one of our locations named their AI agent. The voice-generated AI sounds very natural and human-like.” - Angie G., Regional Operations Director

Leadership also noted that patient satisfaction scores after AI interactions are consistently positive - often matching or exceeding interactions with human agents. This validated OMS360’s initial concern about whether patients would engage with AI or be turned off by it.

“From a patient perspective, we learned that some prefer engaging with a virtual assistant by voice, while others prefer text. Resonate AI’s ability to offer both options improved patient engagement and increased call-to-appointment conversion.” - Burake T., Chief Strategy, Operations, and Technology Officer

Implementation: Faster Than Expected

A common concern with new technology is disruption to existing workflows. OMS360 found the opposite to be true.

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“The ease and speed of implementation exceeded that of other software deployments.” - Burake T., Chief Strategy, Operations, and Technology Officer

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“Resonate AI’s implementation was much smoother and faster than most software rollouts we’ve experienced. The setup was straightforward, Resonate’s implementation team guided us through the process, and our staff was able to start using it with confidence almost immediately.” - Angie G., Regional Operations Director

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The platform integrated with existing phone systems without disrupting daily operations, allowing the team to see value within days rather than months.

AI That Supports, Not Replaces

Before implementing Resonate AI, OMS360 leadership had concerns common to many healthcare organizations: Would patients accept AI? Would it feel impersonal? The results definitively answered these questions.

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“I would tell them that Resonate AI is not replacing their team - it’s supporting them. What I have found is that it’s simple, intuitive, and usually frees our team up to focus on patients instead of chasing voicemails or missed calls.” - Angie G., Regional Operations Director

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The dashboard functionality proved especially valuable, making it easy for the team to prioritize callbacks based on urgency and patient need. Staff no longer had to dig through voicemails or guess which patients needed immediate attention.

Key Takeaways

• Access vs. Demand: What appears to be a patient demand problem is often an access problem. Resonate AI helps practices capture the demand they’re already generating.
• Meaningful ROI: The investment delivered measurable returns while simultaneously improving patient satisfaction and staff confidence.
• Patient Acceptance: Patients appreciate immediate responses and natural conversation - satisfaction scores match or exceed human interactions.
• Staff Empowerment: AI acts as a force multiplier, enabling existing staff to focus on in-person patient care while ensuring no opportunity is missed.
• Fast Implementation: Deployment is faster and smoother than typical software rollouts, with value visible within days.

Looking Ahead

Building on proven results, OMS360 has been expanding Resonate AI across their practices. The clear return on investment and operational improvements continue to strengthen the case for broader deployment.

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“If missed calls are happening at your practice - and they usually are - Resonate AI is definitely worth trying. It’s one of the fastest, lowest-effort ways we’ve found to improve patient access, capture more demand, and grow without increasing overhead.” - Burake T., Chief Strategy, Operations, and Technology Officer

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“I would absolutely recommend it. Resonate AI is simple to use, helps your team stay on top of patient communication, and ultimately increases both efficiency and revenue.” - Angie G., Regional Operations Director

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Ready to transform your missed calls into booked appointments? Learn how Resonate AI can deliver measurable ROI while empowering your team.

Always On. Always Caring.

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