A two-chair practice reactivates patients who quietly stopped coming
A two-chair practice reactivates patients who quietly stopped coming
Modelled on a practice with 1,800 patient records, of which 620 had not booked in over 18 months, at a $210 hygiene visit value.
The starting situation
The schedule looks healthy because the front desk fills it from whoever calls. Meanwhile hundreds of existing patients have drifted, and nobody has the hours to work a list of 620 names by phone. The practice pays for new-patient acquisition while its cheapest available revenue sits in the practice-management system.
What was installed
- AI Automation System recall workflow segmenting the list by last visit and treatment type
- Three-touch reactivation sequence over email and SMS, written per segment
- Booking link that respects real hygiene availability instead of a generic form
- Membership and treatment-plan follow-up on every completed visit
Before and after
| Measure | Before | After |
|---|---|---|
| Inactive patient records | 620 | 620 worked |
| Reactivation outreach sent | Ad hoc | 620 across 3 touches |
| Appointments booked from the list | ~10 / year | ~55 in 90 days |
| Average visit value | $210 | $210 |
| Front-desk hours spent | n/a (never done) | Under 3 hours of review |
The arithmetic
- 620 inactive patients × a 9% reactivation rate = about 55 booked visits.
- 55 × $210 = roughly $11,550 recovered from records already in the system.
- Treatment follow-on from a share of those visits is upside not counted here.
The $119 system clears on the first two reactivated patients.
Verdict: Recall is the highest-margin revenue in a practice because the acquisition cost was paid years ago. It only needs a system that actually sends the messages.
What to install to reproduce this
This build runs on AI Automation System, bundled inside the Dentists package.
- · AI Automation System recall workflow segmenting the list by last visit and treatment type
- · Three-touch reactivation sequence over email and SMS, written per segment
- · Booking link that respects real hygiene availability instead of a generic form
- · Membership and treatment-plan follow-up on every completed visit
Related pages
More build math
Key terms on this page
- CRM trigger
A CRM trigger is a rule that starts an automation when something changes in your customer record — a new lead arrives, a stage moves, a quote is sent, a job is marked complete.
- Webhook
A webhook is a message one application sends to another the moment an event happens, so the receiving system can act immediately instead of checking periodically.
- Speed to lead
Speed to lead is the elapsed time between a prospect making contact and your business making a real, personalised first response.
- Payback period
Payback period is how long a system takes to generate enough additional gross profit to cover what it cost to buy and install.
- Booked rate
Booked rate is the percentage of leads that end up with a scheduled appointment, estimate, or call in the calendar.
- Show rate
Show rate is the percentage of booked appointments where the customer actually turns up or takes the call.
How the numbers on this page are measured
Every metric quoted for this modelled build has a stated definition, a formula, and an assumption you can test against your own books. Last reviewed 2026-08-05.
| Metric | Definition | How it's calculated | Assumption |
|---|---|---|---|
| Speed to lead | The elapsed time between a prospect raising their hand (form, call, DM) and the first substantive reply reaching them. | first_reply_timestamp − inbound_timestamp, measured per lead and reported as a median. | An automated reply counts only if it asks a qualifying question or offers a booking action — an autoresponder that says 'we got your message' is not a reply. |
| Payback period | How long the system takes to return its own cost in gross profit. | total_setup_and_tool_cost ÷ (incremental_jobs_per_month × average_ticket × gross_margin). | Uses gross margin, not revenue. Where a margin is not stated on a page, the model assumes the trade's typical margin and says so inline. |
Sources
- The Short Life of Online Sales LeadsHarvard Business Review, 2011Response time is the dominant variable in inbound lead conversion; contact odds fall sharply after the first hour.
- Lead Response Management studyMIT / InsideSales, 2007Contacting a web lead within five minutes materially increases qualification rates versus contacting after 30 minutes.
- Local Consumer Review SurveyBrightLocal, 2024Most consumers read reviews before choosing a local service business, and review recency affects trust.
- Local Search Ranking FactorsWhitespark, 2023Review quantity, recency, and response behaviour are recognised local-pack ranking signals.
- Small business phone and messaging behaviour researchGoogle / Ipsos small business studies, 2019Calls are a primary conversion path for local service searches, so unanswered calls are lost revenue rather than deferred revenue.
- Business texting engagement benchmarksTwilio Messaging research, 2023SMS is opened and replied to faster than email for time-sensitive service conversations.
What this is — and isn't
Figures on this page are modelled, not audited client results. Inputs (call volume, ticket size, close rate) are stated next to every number so you can substitute your own. We do not publish named-client outcomes, aggregate ratings, or testimonials we cannot evidence.
Full modelling rules, attribution rules, and the correction policy are on our methodology page.
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Works with the stack you already pay for
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- Airtable
- OpenPhone
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