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Customer story · Dental group

Normandy Lake Dentistry held a 90% call answer rate at peak.

A multi-location dental group in Florida. Overflow calls were answered for one location first, then the deployment was rolled out across the group.

Normandy Lake DentistryMulti-location dental groupAt a glance

  • 90%

    call answer rate maintained at peak

  • 1/3

    of cancellations handled by the agent

  • 47

    appointments from overflow calls at one location in the first 30 days

  • 1 → all

    one location first, then rolled out

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Organisation

The organisation

Organisation
Multi-location dental group
Location
Florida
Scope
Overflow calls
Rollout
One location first, then the group
The story

Problem, setup, what changed

The problem

Calls went unanswered at peak

At peak times, calls to the group's locations went unanswered while teams were with patients.

Location line · a weekdayPeak · ringing
The setup

What was switched on

Configured with the group, one location first.

Deployment settings · overflowSaved
  • Overflow callsAnswered at one location firstLive
  • CancellationsHandled by the agent, with a new slot offeredOn
  • Further locationsAdded after the first locationRolled out
  • Overflow calls answered at one location first
  • Cancellations handled by the agent
  • Rolled out to further locations after the first
What changed

What the team sees now

A 90% call answer rate was maintained at peak.

90%call answer rate maintained at peak
1/3of cancellations handled by the agent
47appointments from overflow calls at one location, first 30 days
  • A third of cancellations were handled by the agent.
  • 47 appointments came from overflow calls at one location in the first 30 days.
The flow

What a call looks like

How the agent handles a typical call, from the AI disclosure to the handoff for the team.

Overflow call · peak hour

Vocly AI

Hi, you've reached the practice's AI assistant. The team is with patients. How can I help?

I need to cancel tomorrow's cleaning.

Vocly AI

Done. Would you like the next opening on Friday at 2 pm instead?

Cancellation handled · rebooked Friday

7 days · no IT disruption

Start with a 7-day pilot.

Seven nights on your after-hours line. No IT disruption, and an ROI audit at the end.

Start a 7-day pilotRequest a demo
Period
7 days
Pilot
After-Hours
Covers
Nights, weekends, holidays
Ends with
ROI audit