Headline outcome
35%
Reduction in no-shows
Client
BrightSmile Dental Group
Type
DSO · Dental
Size
4 locations
Location
Texas
The challenge
What wasn't working
BrightSmile was losing 18% of scheduled hygiene visits and didn't have the front-desk capacity to chase recall consistently across all four offices.
Our approach
What we did
- Deployed a dedicated 3-person remote recall team across all locations
- Built a 90/60/30/14/7-day recall cadence with SMS, email, and personal calls
- Layered same-day waitlist automation to instantly fill any cancellation
- Added pre-visit insurance verification 5 days before every appointment
Outcome
The numbers
No-show rate
18% → 6%
Recovered revenue
$180k / yr
Time to live
9 days
Hygiene fill rate
+34%
"Our hygiene chairs haven't been this full since 2019. The recall team became part of our practice within two weeks."
— Dr. Sarah Whitman, Owner
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