All customer stories
Dental & Ortho18 practices, Texas
Recovered 94% of after-hours calls without adding a single seat
A DSO with 18 practices was sending every call after 5pm to voicemail. Operon now answers, triages urgency, books into each practice's own schedule, and files the insurance details before the office opens.
0%
after-hours capture
+0
appointments per quarter
$0.0M
incremental annual production
0
practices, one policy set
The challenge
- Every call after 5pm and all weekend went to voicemail. 61% of those callers never called back.
- Each practice ran its own scheduling rules, so a central call center was never viable.
- Insurance verification took the front desk 6 to 9 minutes per new patient.
What we built
- One Operon Brain with practice-level overrides so all 18 schedules keep their own rules.
- Urgency triage that separates true dental emergencies from routine requests and pages the on-call doctor only when warranted.
- Insurance capture during the call, written straight into Dentrix with the eligibility check queued.
What happened
- After-hours capture went from 39% to 94%.
- New-patient intake time at the front desk dropped from 9 minutes to under 2.
- The group added 1,840 appointments per quarter without adding front-desk headcount.
“I stopped thinking of it as an answering service the day it explained our own PPO participation to a patient better than I would have.”
Dr. Priya Raghavan
Managing Partner, Northgate Dental Group
At a glance
- Company
- Northgate Dental Group
- Industry
- Dental & Ortho
- Footprint
- 18 practices, Texas
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