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5-Clinic Midwest DSO Case Study
How a regional DSO reduced missed calls by 28%, increased after-hours bookings by 18%, and cut front-office time by 24% per visit—in just 4 weeks.
28%
Missed calls reduction
18%
After-hours bookings increase
24%
Front-office time reduction
The Challenge
This 5-location DSO in the Midwest was experiencing significant operational strain across their clinics:
- 30-40% of inbound calls went to voicemail during peak hours
- After-hours calls (evenings, weekends) were completely unaddressed, leading to patient leakage
- Front desk staff spent 40% of their time on phone-based scheduling and callbacks
- Inconsistent patient experience across locations due to varying call handling protocols
The Solution
The DSO implemented TensorLinks AI across all 5 clinics with a phased rollout:
Week 1: Setup & Integration
- • Connected to existing Dentrix PMS across all locations
- • Integrated with existing phone system (forwarding rules)
- • Configured scheduling templates by provider and operatory
Week 2: Daytime Overflow Capture
- • AI agents began capturing overflow calls during busy hours
- • Staff could see AI-handled calls in real-time dashboard
- • Immediate reduction in missed call volume
Week 3-4: Full Deployment
- • After-hours and weekend call capture activated
- • Recall activation campaigns launched
- • Staff training on exception handling and dashboard use
The Results
After 4 weeks of full deployment, the DSO measured the following outcomes:
Operational Impact
- 28% reduction in missed calls
From ~320 missed calls/week to ~230 across all 5 locations
- 18% increase in after-hours bookings
Previously lost opportunities now converted to scheduled appointments
- 24% reduction in front-office time per visit
Staff freed up to focus on in-office patient experience and treatment coordination
- Standardized patient experience
Consistent call handling across all locations via centralized playbooks
What the DSO Leadership Said
“TensorLinks AI gave us operational consistency we couldn't achieve with human staffing alone. Our regional operations director can now see call metrics across all clinics in one dashboard, and we've redirected front-desk time toward higher-value patient interactions. The ROI was clear within the first month.”
Key Learnings
- Phased rollout worked better than “big bang”: Starting with overflow capture built staff confidence before full deployment
- After-hours was low-hanging fruit: Immediate value from capturing calls that previously went to voicemail
- Dashboard visibility drove buy-in: Regional ops team could see real-time impact across all clinics