From scattered enquiries to a single capture funnel
How a north London dental practice stopped losing web chat, email and phone enquiries between tools — and brought every new patient into one hub.
A two-site dental practice in north London came to us with a familiar problem: new patient enquiries were landing everywhere. Web chat on the site, the info@ inbox, the practice mobile, and the odd WhatsApp from a regular. Each one lived in a different tool, and replies were getting lost between them.
We started where every hub starts — capture. A single form on the site, a web chat widget, and the practice phone number all feed into one contact record. The moment an enquiry arrives, it creates a contact with the source tagged, so the reception team always knows where it came from and what it was about.
The change the team noticed first was not technical. It was that the end of a shift no longer meant a scramble across four apps to check whether anything had been missed. Everything that came in that day is sitting in one inbox, against one contact, with the full thread attached.
Names and details have been changed for this piece. If you would like the same mapped out for your practice, book a 30-minute demo and we will walk through it.
What changed for them
- Every enquiry — web chat, email, phone — lands as one contact in one inbox
- Reception sees the full history before they pick up the phone
- No enquiry sits unanswered overnight because it was in the wrong app
Want to see how this looks for your business? Book a 30-minute hub demo and we will map it out with you.
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