T-Management Captures 46 New Patients and Achieves 17x ROI in 30 Days with Resonate AI

Never Missing an Opportunity to Care

When Maha Shama, Vice President at T-Management, reflects on Resonate AI's impact, she focuses on what matters most: "The biggest difference is that we are no longer losing new patient opportunities due to missed calls. In dentistry, a missed call can easily mean the inability to help a patient with a broken tooth, implant consult, or family appointment. Resonate AI gives us a second chance to capture those patients and keep our chairs full - even when no one's at the front desk."

This commitment to capturing every patient opportunity - whether during busy office hours or holiday weekends - demonstrates how AI can transform dental practice accessibility while maintaining the personal touch patients expect.

Client Profile

T-Management is a dental service organization managing 10 dental practices with a focus on operational excellence and patient care. Operating two pilot locations - Comprehensive Family Dentistry and Start Smiling Dental - T-Management faced significant challenges with missed patient opportunities and staff efficiency across all hours of operation.

The Challenge

T-Management struggled with issues common to growing dental organizations:

Significant Call Volume Loss: Comprehensive Family Dentistry was missing 40% of incoming calls (236 missed calls monthly), while Start Smiling Dental missed 17% (132 missed calls monthly), despite having different staffing levels.

Round-the-Clock Coverage Gaps: With 59% of Comprehensive's missed calls happening during business hours and 57% of Start Smiling's occurring after hours, each practice faced unique challenges in patient accessibility.

Data Visibility Concerns: Leadership needed better insights into actual new patient conversions versus inquiries, struggling to differentiate between true opportunities and administrative calls.

Resource Optimization: With one location operating with a single front desk person managing all patient interactions, T-Management needed solutions that enhanced staff capabilities without overwhelming them.

The Solution

T-Management implemented Resonate AI's intelligent patient engagement platform across two pilot locations:

• 24/7 Patient Engagement: AI immediately responds to all missed calls with personalized text conversations
• Intelligent Conversation Handling: Natural dialogue that manages insurance questions, appointment preferences, and urgent care needs
• Smart Patient Qualification: AI captures and categorizes patient information for efficient staff follow-up
• Real-Time Intelligence: Instant notifications for urgent requests plus comprehensive reporting for strategic insights
• Seamless Integration: Quick deployment with existing phone systems and practice management software

Remarkable Results

368 Total Missed Calls Transformed into Opportunities

• 46 new patients captured across both locations
• 194 total AI engagements ensuring no patient went unheard

17x Return on Investment

• Monthly revenue generated: $7,550
• ROI: 17x (including higher-value procedures)

Operational Intelligence Unveiled

• Comprehensive Family Dentistry: 59% of missed calls during business hours revealed overwhelming patient demand
• Start Smiling Dental: 74% patient engagement rate indicated exceptional AI performance
• Strategic Insights: 38% of Start Smiling inquiries were insurance-related, revealing expansion opportunities

Emergency Response Success

• Captured urgent care needs including holiday weekend emergencies
• Immediate response to patients in pain, ensuring they received timely care
• Prevented patients from seeking competitors during critical moments

What the Leadership Team Says

On Transforming Operations:

"The biggest difference is that we are no longer losing new patient opportunities due to missed calls. In dentistry, a missed call can easily mean the inability to help a patient with a broken tooth, implant consult, or family appointment. Resonate AI gives us a second chance to capture those patients and keep our chairs full - even when no one's at the front desk."— Maha Shama, Vice President

"I would call it a headache that keeps me up at night, but being able to meet patient needs/requests quickly definitely helps reduce stress in the office among the team. My staff does not feel overwhelmed with missed calls or voicemails that need to be checked. This makes a positive impact on the overall culture of the practice when stress is less."— Patricia White, Director of Operations

On Real-World Impact:

"Resonate AI handles missed calls while we were closed - even over the 4th July holiday weekend. One was a patient looking for an emergency exam and possible extraction. By the time we opened Monday morning, the AI had gathered all the info, and we had the patient booked!"— Maha Shama, Vice President

Staff Perspective

On Daily Efficiency:

"It is a great tool. 'Katie' our AI team member, helps both the practice and the patients."— Patricia White, Director of Operations

On Implementation:

"It was a smooth rollout. No complicated integration. The support team walked us through setup and quickly addressed any early on scheduling issues in the PMS. We saw value within days."— Maha Shama, Vice President

How It Works

1. Patient calls practice - Practice cannot answer
2. AI instantly engages via personalized text message from "Katie"
3. Natural conversation unfolds handling all patient needs professionally
4. Staff receives complete information for efficient follow-up
5. Leadership gains visibility through comprehensive analytics and reporting

Intelligent Categorization: AI automatically identifies and sorts patient needs - new appointments (16%), rescheduling (26.5%), administrative inquiries (25.3%), and emergency care (9.9%) - enabling staff to prioritize effectively.

Key Discoveries & Insights

Staff Empowerment: At Comprehensive Family Dentistry, the solo front desk team member now effectively manages the entire practice's patient volume with AI serving as her "always-on assistant" - automatically handling 52% of new patient opportunities while she focuses on in-person care.

Location-Specific Strategies: The data revealed each location's unique needs - Comprehensive required support during peak hours while Start Smiling needed after-hours coverage - demonstrating AI's adaptability.

Business Intelligence: Previously invisible patterns emerged, from insurance inquiry trends to hourly call distributions, enabling data-driven decisions about operations and strategy.

Patient Behavior Insights: High engagement rates (up to 74%) showed patients prefer immediate text responses over waiting for callbacks, validating the AI approach.

Implementation Success Factors

Rapid Deployment: Smooth integration with existing systems meant practices saw value within days, not months.

Founder-Led Support: Resonate AI's hands-on approach, with the founder personally ensuring success, built confidence and trust.

Continuous Evolution: The team's responsiveness to feedback, particularly around data accuracy, demonstrated commitment to excellence.

Universal Adoption: From front desk staff to leadership, all stakeholders immediately recognized the value - a true win-win implementation.

Measurable Impact: Clear ROI and operational metrics made the business case undeniable for expansion.

Key Takeaways

For Multi-Location DSOs: Each practice has unique needs. Resonate AI's detailed analytics reveal whether locations need peak-hour support or after-hours coverage, enabling targeted solutions.

For Operational Excellence: Beyond capturing patients, AI provides actionable intelligence about practice operations, from staffing effectiveness to patient demand patterns.

For Team Support: AI acts as a force multiplier, enabling existing staff to provide exceptional service without burnout while giving leadership confidence in their coverage model.

For Growth-Focused Practices: With proven ROI of 17x, the investment pays for itself while improving patient satisfaction and staff morale.

For Patient-Centric Care: Despite technology concerns, patients appreciate immediate responses and professional handling of their needs, especially during emergencies.

Looking Ahead

T-Management is evaluating a phased rollout across all 10 locations. The pilot's success demonstrates how AI can transform patient engagement while supporting staff and driving measurable growth.

"AI is where the world has gone! As a team, we worried it might feel impersonal or that patients would be turned off. But Resonate AI sounds natural, professional, and helpful. Patients actually appreciate the quick response, especially when it's outside of business hours. It's not replacing your team—it's backing them up."— Maha Shama, Vice President

Ready to transform your Monday mornings and capture every patient opportunity? Discover how Resonate AI can deliver measurable ROI while reducing staff stress and improving patient satisfaction.

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