Patient acquisition through automated review collection
Proper dental care is incredibly crucial, yet all too often, financial concerns prevent people from receiving the care they need. Aspen Dental Management, Inc. (ADMI) provides business support services to 536 independently owned and operated dental practices.
Aspen Dental practices strive to remove barriers that prevent patients from obtaining dental care; each ADMI-branded practice offers convenient access to a full range of affordable, comprehensive dental and denture services, including preventive care, general dentistry and restoration.
We’re committed to providing compassionate, comprehensive care that fulfills each individual patient’s needs.
Aspen Dental Company Snapshot: Founded in 1964, 536 locations, BirdEye client since December 2015. www.aspendental.com
The Challenge: Receive high volume of patient feedback
Aspen Dental prides itself on providing superior customer service across each individual branded practice it supports. Expanding rapidly at a pace of 55 new practices per year, each new office would need to establish a positive presence online in order to build a patient base. This would require generating a very high volume of new reviews. Since an upheaval of the patient relationship management systems that these dental practices had built themselves on would only complicate day-to-day interactions, Aspen Dental sought an efficient way to receive more reviews in order to acquire new patients for each location — without disrupting workflow within each office.
The Solution: Automate review process with seamless integration
Aspen integrated BirdEye into their existing patient relationship management platforms to automate the review collection process. Tens of thousands of text messages are sent each month. These in-moment requests also prompt promotion of positive reviews across top sites. This streamlined process has allowed each ADMI office to establish a positive online presence through review generation. And all of this is conducted automatically.
The Results: Exponentially more reviews, locations, and patients
After adding several more locations, Aspen Dental not only maintained its high ratings, but improved its overall score nationwide from 3.8 to 4 stars. Every ADMI office now receives a steady flow of authentic patient reviews through a completely automated feedback collection process. In less than three months with BirdEye, Aspen Dental more than quadrupled its Google review count. It also more than doubled its total Facebook reviews.
Online presence strengthens as more positive reviews are received and promoted. This is key to building the trust required to draw in new patients.
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