A high-ticket product with a leaky pipeline
Dental implants are not impulse purchases. A patient who enquires today might book a consultation in two weeks, accept a treatment plan in six, and schedule surgery three months later. This 90-day cycle demands consistent, personalised follow-up — and most practices simply don't have the systems to deliver it.
The South London practice had a strong reputation and genuine clinical expertise, but their back-office hadn't caught up. Receptionist time was consumed answering the same questions repeatedly: pricing, payment plans, recovery time, how implants compare to dentures. By the time a lead received their second or third outreach, it was often weeks later — via a generic email — and they'd already booked elsewhere.
The practice's CRM held 9,500 enquiries from the previous two years. With no automated system to work them, leads aged silently. Show-up rates hovered at 50% — one in two booked patients simply didn't appear — and no one had time to find out why or to re-engage them.
90-day nurture sequence, fully automated
STOAIX mapped the practice's actual sales cycle into a structured nurture workflow: initial enquiry → educational content → consultation offer → pre-appointment confirmation → post-consultation follow-up. Each step was personalised using data from the CRM — treatment interest, budget bracket, and how far they'd progressed previously.
The AI agent handled inbound enquiries via WhatsApp and the practice's website chat in real time, answered FAQ questions with clinical accuracy, and moved qualified leads directly into the booking flow. For leads who'd reached consultation stage but not committed, the AI sent a tailored re-engagement message at the optimal time in the cycle.
Pre-appointment confirmation was automated entirely. Two days before each consultation, the AI messaged patients with a personalised reminder, answered any last-minute questions, and confirmed attendance. No-shows who didn't respond were flagged for a human call within the hour.
"Our implant coordinator used to spend half her day on admin — sending reminders, answering the same questions, chasing no-shows. STOAIX handles all of that now. She spends her time with patients who are actually ready to commit."
+40% consultations. 80% of admin eliminated.
Within eight weeks of go-live, booked consultations increased by 40%. Show-up rates climbed from 50% to 70% — a 20-point improvement that directly translates to treatment revenue. The practice's implant coordinator reclaimed over 80% of her administrative time, redirecting it to patient-facing conversion conversations.
The re-activation campaign across 9,500 archived leads generated a measurable pipeline of reactivated enquiries — patients who had previously gone cold but re-engaged when contacted with a relevant, timely message. Several booked consultations within 48 hours of the first AI outreach.
The practice now operates a repeatable, data-driven acquisition and retention system — without additional headcount. Every new enquiry enters the same structured workflow, ensuring no lead goes uncontacted and no patient slips through a gap.