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3-Clinic Pediatric Group Case Study
How a pediatric dental group launched same-day recall campaigns and cleared 13% of their backlog in the first week with TensorLinks AI.
Day 1
Recall outreach started
13%
Backlog cleared in Week 1
Same-day
Recall bookings
The Challenge
This 3-location pediatric dental group was struggling with recall management:
- 2,400+ patients overdue for hygiene appointments across all 3 locations
- Manual recall process took weeks to complete, by which point many patients had scheduled elsewhere
- Front desk staff overwhelmed with callback lists while trying to handle daily operations
- Inconsistent follow-up meant some patients fell through the cracks entirely
The Solution
The pediatric group implemented TensorLinks AI with a focus on recall activation:
Day 1-3: Setup & First Campaign
- • Connected to Eaglesoft PMS and extracted overdue patient list
- • Configured multi-channel outreach (SMS → voice → email sequence)
- • Launched first recall campaign to 800 most-overdue patients
- • AI agents began booking appointments immediately via SMS/voice
Week 1: Immediate Results
- • 312 patients responded (39% response rate)
- • 187 same-day bookings completed
- • 89 patients requested staff callback for special scheduling needs
- • 36 patients declined (removed from active recall list)
Week 2-4: Full Rollout
- • Remaining 1,600 overdue patients added to outreach queue
- • Automated ongoing recall for patients coming due
- • Staff transitioned to handling exceptions only
The Results
The pediatric group saw immediate and sustained impact:
Recall Activation Impact
- 13% backlog reduction in Week 1
312 patients off the overdue list out of initial 2,400
- Same-day bookings enabled
60% of responding patients booked immediately without staff intervention
- Measurable reactivation by clinic
Dashboard showed which locations had highest response rates by channel (SMS vs voice)
- Staff time redirected
Front desk handled exceptions only, not full callback list
What the Practice Said
“We'd been sitting on a recall list of over 2,000 patients for months. Our front desk simply didn't have the bandwidth to call everyone. TensorLinks AI launched outreach on Day 1 and started booking appointments the same day. By the end of Week 1, we'd cleared 13% of our backlog and had a clear plan to work through the rest. It's like having a dedicated recall coordinator for each location.”
Key Learnings
- SMS was the highest-converting channel: 65% of bookings came from SMS responses, particularly among younger parents
- Multi-channel sequence worked: SMS → voice → email sequence captured patients across different communication preferences
- Ongoing recall automation prevented future backlog: Once initial backlog cleared, system kept patients on schedule automatically
- Clinic-level metrics drove improvement: Could see which location had best response rates and share best practices