Case Study
Appointment Reminder System for Multi-Location Dental Practice
BrightSmile Dental GroupPublished May 27, 2026
The Challenge
No-shows were costing BrightSmile an estimated $4,200/month across their three locations. Front desk staff were manually calling patients the day before appointments, but with 60+ appointments daily, many calls never got made. When they did call, they often reached voicemail anyway.
The Solution
We set up an automated SMS reminder system. Appointment data syncs from their scheduling software to a Google Sheet. Zapier monitors the sheet and triggers Twilio SMS messages — one reminder 48 hours before and another 2 hours before. Patients can reply 'C' to confirm or 'R' to reschedule, which updates the sheet and alerts the front desk.
Results
Monthly no-show rate
Before
22%
After
7%
Staff hours on reminder calls
Before
15 hrs/week
After
0 hrs
Estimated monthly revenue recovered
Before
$0
After
$3,100
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