70% of patients reached via automated SMS or email
While undergoing a corporate repositioning, Lapointe Dental Centres took advantage of Dialog
Insight’s services to achieve three of their business objectives:
Reduce the number of missed appointments
Get patient feedback on a regular basis to improve client experience
Communicate with patients to strengthen expertise and brand confidence
The first step was to adapt the structure of the database to the client’s new needs and to synchronize real-time appointment data. So when an appointment is made, the information is transmitted to Dialog Insight, which in turn sends the confirmation.
Email and SMS reminder system
To reduce the costs related to missed appointments in the Lapointe Dental Centres, an automated email and SMS reminder system was set up. So the client receives an alert from which he can confirm or cancel his appointment. Replies by email are done by simply clicking on a hyperlink, as by SMS, replies are done by SMS. Alerts are not sent on holidays or off-work days in order to facilitate reply processing.
20% LESS MISSED APPOINTMENTS
Following a patient’s visit to the clinic, a survey is sent for feedback on the rendered service and the clinic environment. Since the survey is linked to the patient’s profile in Dialog Insight’s platform, you can see which clinic was visited, what treatment was received and which specialist was met. The results are then communicated to each clinic for monitoring and improvement purposes.
To further improve the client experience at the Lapointe Dental Centres, newsletters are sent to provide dental hygiene advices. These messages help to strengthen the expert image of the Lapointe Dental Centres and to increase confidence in the brand. The newsletters are also optimized for mobile platforms.
“With its highly efficient system and its dedicated staff, Dialog Insight helps us make our patients smile!”
Marketing and Client Contact Center Director
Centres dentaires Lapointe