About Sevenoaks Dental & Implant Centre
Located in the heart of Kent, Sevenoaks Dental & Implant Centre is a premier dental practice known for providing high-end restorative, cosmetic, and specialist implant treatments. With a reputation built on clinical excellence and patient-focused care, the centre utilizes state-of-the-art technology to deliver life-changing dental results for its growing patient list.
The challenge
As a busy multi-surgery practice, Sevenoaks Dental & Implant Centre faced a significant bottleneck with its traditional analogue phone system. During peak morning periods, the practice was plagued by engaged tones, leading to frustrated patients and potential missed opportunities for new implant consultations. The clinical team needed a scalable solution that could bridge the gap between their reception desk and their administrative staff, while providing a professional, seamless experience for patients calling in.
The solution
Working closely with the practice management team, we implemented a sophisticated Hosted VoIP (Voice over IP) Solution tailored to the needs of a modern medical environment.
We replaced their limited physical lines with a flexible cloud-based system that offers unlimited concurrent calls, ensuring no patient ever hears an engaged tone again. To streamline the patient experience, we introduced an Auto-Attendant (IVR) menu, allowing callers to quickly direct themselves to ‘New Consultations’, ‘Existing Appointments’, or ‘Emergency Care’.
Furthermore, we integrated the system with their practice management software, enabling ‘screen popping’—where a patient’s record automatically appears on the receptionist’s screen as they call, allowing for a more personalized and efficient greeting.
The results
Since the upgrade, Sevenoaks Dental & Implant Centre has seen a 35% increase in call handling efficiency. The practice now benefits from detailed call analytics, allowing them to staff their reception desk effectively during busy periods based on real data.
With the added flexibility of mobile twinning, the practice coordinators can now manage specialist implant inquiries from private consultation rooms or while working remotely, ensuring that high-value patient leads are never lost.
“The new system has completely removed the stress from our front-of-house team. We no longer worry about missing calls or patients not being able to get through to us. It has professionalized our first point of contact and allows us to provide the level of service our patients expect from a specialist centre.”
