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Case file 17 / Pediatric dentistry

Separate doors for new and returning dental office selection contacts

Day to day with dental office selection, the team can distinguish a continuing conversation from a new request without opening the message.

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File 17

Practice
Pediatric and family dental practice
Where
Lexington, Kentucky
Team
9 staff; one locally managed operation
Worked with
Pamela Underhill, Office administrator

10 working days

Before

Where the practice started

The starting point

Following up on dental office selection meant starting over. The website had no concept of a continuing relationship.

What it was costing the front desk

For dental office selection, follow-ups arrived looking like new business. Staff played archivist, hunting the original thread, before anyone addressed what the customer was asking.

The build

What we built

A labelled follow-up route asks for any reference the customer holds and their question. New requests keep the full form collecting preferred office, visit reason and callback number, and the two streams arrive under distinct subjects.

  1. Existing-request contact route
  2. Optional reference field
  3. Separate email subjects
  4. New-inquiry form

Where this sits in a ChairsideWeb plan

Every plan carries them, from Chairside at $137 a month.

Timeline

How long it took

10 working days after content approval, including staff review and handover.

  1. Day 0

    Content approved

    The practice signs off the wording and the facts the pages will carry.

  2. 10 working days

    Build and staff review

    We build it, the team who will use it reviews it, and we change what they flag.

  3. Handover

    In the team's hands

    The team is walked through it and it goes live on the practice's site.

After

What changed

Day to day with dental office selection, the team can distinguish a continuing conversation from a new request without opening the message. Returning contacts have a shorter path that skips the full intake.

When it comes to dental office selection, the follow-up path respects that a conversation already exists. Re-introducing yourself to a website was always absurd.
Pamela Underhill, Office administratorPediatric and family dental practice, Lexington, Kentucky

Your offices

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Questions

About this case study

How long did this project take?

10 working days after content approval, including staff review and handover. The clock started once the practice had approved the content, so the working days cover the build, the staff review and the handover to the team.

What exactly was built for this pediatric and family dental practice?

A labelled follow-up route asks for any reference the customer holds and their question. New requests keep the full form collecting preferred office, visit reason and callback number, and the two streams arrive under distinct subjects. The pieces involved: existing-request contact route, optional reference field, separate email subjects, new-inquiry form.

Why is the practice not named?

Our case studies name the practice type, the region and the person we worked with, and leave the business itself out on purpose. The words in the quote are the client's own.

Can our offices get the same thing?

Yes. The work here is part of booking requests into your front desk system. Every plan carries them, from Chairside at $137 a month. The $797 build fee is invoiced only after launch.

Related

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    Worcester, Massachusetts Children's dental practice

    A tested fallback for dental office selection contact

    Day to day with dental office selection, visitors hitting an error scavenged the footer for alternatives. Staff had no routine check, so a failed form could go unnoticed for days.

    • Alternative contact method
    • Useful failure message
    • Form delivery check

    20 working days

  • No. 01Oral surgery

    Newark, Delaware Sedation and anxious-patient dental practice

    Making the first response to dental office selection count

    For dental office selection, whoever opened the inbox first had to chase the missing details before the message could be passed on. On a busy day, that follow-up alone could push an answer into the next morning.

    • Purpose-specific fields
    • Readable notifications
    • Clear response expectations

    10 working days

  • No. 14Cosmetic dentistry

    Billings, Montana Cosmetic dentistry and whitening clinic

    Error messages worth reading on the dental office selection form

    With dental office selection, visitors re-entered correct information because the form would not say what was wrong. The less patient simply left.

    • Persistent labels
    • Inline errors
    • Retained field values

    15 working days

The services behind it

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