Zen Dentistry: 17x ROI After Failed AI Vendors - DSO Case Study

From Two AI Failures to 17x ROI: The Resonate AI Difference

"We tried multiple other AI vendors for missed calls. Their appointment booking just didn't work reliably well," explains Dr. Arsh Ahuja, reflecting on Zen Dentistry's journey through challenging AI implementations. "But Resonate AI worked reliably well right from the beginning and reduced work for our front office staff."

This isn't just another AI success story for a 24-location DSO that had nearly given up on AI after disappointing experiences with other vendors.

Client Profile

Zen Dentistry is an emerging dental service organization operating 24 locations across multiple markets. As a rapidly growing DSO, Zen Dentistry sought to balance consistent patient engagement across all locations while managing with the complexity of varied scheduling workflows at different practices. After unsuccessful attempts with multiple AI vendors, they were skeptical but determined to find a solution that actually worked.

The Challenge

Zen Dentistry recognized opportunities to enhance their patient engagement, but previous solutions had created more problems than they solved::

Failed AI Implementations: Previous vendors' AI systems frequently scheduled appointments incorrectly, creating more work as staff had to undo mistakes and apologize to confused patients.

Lost Patient Opportunities: Missing calls meant losing new patients to competitors - a critical issue for an emerging DSO focused on growth.

Staff Frustration: Front office teams were spending valuable time playing phone tag and fixing AI-created scheduling errors, leading to complaints and resistance to new technology.

Workflow Disruption: Other vendors demanded Zen change their established workflows to accommodate the AI, creating friction across different locations with different operational nuances.

Scaling Concerns: With 24 locations, Zen needed a solution that could reliably work across all practices without constant troubleshooting.

The Solution

Zen Dentistry implemented Resonate AI with a thoughtful, phased approach:

• Pilot Program First: Started with just 2 locations for 30 days at no cost - no forced expansion
• Workflow Adaptation: Resonate AI spent time understanding each practice's unique scheduling patterns vs forcing practices to change their workflow.
• Intelligent Conversations: AI assistant "Andrea" handles complex scenarios with empathy and intelligence
• Real-Time Visibility: Leadership gains real-time operational insights into practice performance across all locations
• Reliable Automation: Consistent, accurate appointment booking that actually reduces staff workload and contributes to the bottom line.

Remarkable Results in 25 Days

16-23 Monthly New Patients across each location

• Immediate impact on new patient acquisition
• Diverse service mix: 59.1% preventative, 13.6% restorative, 8% cosmetic
• Emergency and surgical cases captured that would have been lost

17x Return on Investment

• Exceptional ROI achieved within 30-day pilot
• Material lift in revenue capture from previously missed opportunities
• Justified immediate expansion to all 24 locations

Universal Staff Adoption

• Zero complaints about scheduling errors
• Front office teams actively embracing the technology as it doesn’t change their workflow
• Time saved from eliminating phone tag

What Makes the Difference

The Human Touch in AI

Dr. Ahuja shares a defining moment: "I saw this one conversation where a patient shared that they don't have insurance and Andrea empathized with the patient, making them feel comfortable that it's ok that they don't have insurance, and then intelligently shared about our membership plan. The patient was interested in learning more and ended up booking the appointment."

This level of emotional intelligence and business acumen - recognizing vulnerability, providing comfort, and offering solutions - sets Resonate AI apart from the failed systems Zen had tried before.

Adaptation vs. Disruption

"More importantly, they didn't force us to change our workflow but rather adjusted to our workflow, which made adoption easier," notes Dr. Ahuja. After experiencing vendors who demanded operational changes, Zen found a partner who understood that successful technology adapts to people, not the other way around.

Breaking Down the New Patient Mix

The 16-23 new patients captured represented diverse treatment needs:

Preventative Care (59.1%): The foundation of any thriving practice

• Cleanings and check-ups driving long-term patient relationships
• Gateway to additional treatment opportunities

Restorative Services (13.6%): Higher-value immediate treatment needs

• Fillings, crowns, and repair work
• Patients with urgent needs who might have gone elsewhere

Cosmetic Services (8.0%): Premium service line capture

• Whitening, veneers, and aesthetic treatments
• High-margin procedures previously lost to competitors

Emergency & Specialized (8.9%): Critical care moments

• Emergency care - patients in pain finding immediate help
• Surgical procedures - wisdom teeth and complex cases
• Specialized procedures - root canals and orthodontics

Implementation Success Factors

Thoughtful Deployment: "They started with a small pilot for a couple of our locations at no cost for 30 days vs forcing us to try out on more locations," explains Dr. Ahuja. This approach built trust and proved value before scaling.

Deep Understanding: Resonate AI invested time learning each practice's unique scheduling patterns, insurance network, and operational workflows before deployment.

Reliable Performance: Unlike previous vendors, the AI worked correctly from day one, eliminating the frustration of fixing AI-created problems.

Real-Time Intelligence: Leadership gained immediate visibility into performance across all locations, enabling data-driven decisions on what practices can improve on what.

Partner Approach: Rather than a vendor relationship, Resonate AI acted as a true partner in Zen's success.

Leadership Perspective

On the Transformation:

"As an emerging DSO with 24 locations, we tried multiple other AI vendors for missed calls. But Resonate AI worked reliably well right from the beginning and reduced work for our front office staff. We started seeing our numbers improve and decided to expand to all our locations." — Dr. Arsh Ahuja

On Recommendation:

When asked if he would recommend Resonate AI to other DSOs, Dr. Ahuja's response was emphatic:

"110% If you are an emerging DSO and are struggling with the problem of missing calls from potential new patients like us, you should definitely try out Resonate."

Key Takeaways

For DSOs Who've Been Burned: Not all AI is created equal. Zen's experience proves that the right partner can succeed where others have failed.

For Growing Organizations: With 17x ROI from a pilot program, the business case for expansion becomes obvious.

For Operations Teams: When AI adapts to your workflow instead of forcing change, adoption happens naturally.

For Patient Experience: Intelligent, empathetic AI like "Andrea" can handle sensitive situations (insurance concerns, payment options) while maintaining the human touch.

For Skeptical Leaders: A no-cost pilot with just 2 locations minimizes risk while proving value - exactly what Zen needed after previous failures.

The Competitive Advantage

Why Resonate AI succeeded where others failed:

1. Accuracy First: Reliable scheduling that works correctly from day one
2. Workflow Flexibility: Adapts to existing processes rather than demanding change
3. Emotional Intelligence: Handles sensitive patient situations with empathy
4. Proven ROI: 17x return makes the investment decision simple
5. Scalable Success: From 2-location pilot to 24-location deployment

Looking Ahead

Zen Dentistry has moved from pilot to full deployment across all 24 locations. The success has transformed not just their patient acquisition metrics, but their entire perspective on AI technology.

"We started seeing our numbers improve and decided to expand to all our locations," Dr. Ahuja confirms. For an emerging DSO that had nearly given up on AI after multiple failures, Resonate AI didn't just capture patients - it restored faith in what technology can do when implemented thoughtfully.

The results speak for themselves: 17x ROI, zero scheduling complaints, and a 110% recommendation from leadership.

Ready to see what Resonate AI can do for your DSO? Even if you've been disappointed by other AI vendors, discover how the right partner can transform your patient engagement.