Dr. Robert Richard, MD - Elemental Plastics
Elemental Plastics was getting inquiries, but too many died after hours or during busy clinic hours. We installed a patient capture system that answers faster, routes consistently, and re-engages stale leads so more inquiries turn into booked consults.
The Challenge
As inquiry volume increased, the front desk couldn’t respond consistently across calls, forms, and after-hours leads. Great prospects were slipping through the cracks, not because they weren’t interested, but because the next step wasn’t immediate.
Missed calls after hours turning into voicemail drop-offs
Form inquiries getting delayed replies (hours later or next day)
Inconsistent follow-up, leads required multiple touches but didn’t get them
Stale lead list sitting unused (past consult inquiries that never booked)
Review requests happening randomly, slowing trust growth over time
The Solution
We installed an intake system designed to capture and convert existing inquiry flow without changing marketing.
1) Intake Leak Scan (baseline)
Mystery-shopped calls during peak hours and after hours
Mapped every entry point: call, form, chat, contact page
Identified the top “leak points” and fastest wins
2) 24/7 Missed-Call Capture (AI Voice Concierge)
Backup answering for missed calls and after-hours
Captures name, procedure interest, availability, and preferred contact method
Routes qualified inquiries to staff with full context
3) Speed-to-Lead SMS Routing
Every form submission triggers an immediate text confirmation
Staff routing rules so no lead sits “unassigned”
Follow-up sequence if the lead doesn’t respond
4) Web Chat Assistant (silent shopper capture)
Simple site chat that converts questions into contact info + booking intent
Pushes leads to the same follow-up flow as calls/forms
5) Reactivation Sprint (old leads → booked consults)
Segmented past inquiries by procedure + recency
Short, compliant re-engagement message sequence
Hand-off to staff when interest is confirmed
6) Review Capture
Automated SMS request after appointments with direct link
Light negative-feedback routing (private first)
The Result (Targets / Benchmarks)
Instead of claiming magic numbers, we set benchmarks tied to conversion outcomes and monitor weekly.
Targets we install toward (first 30–60 days):
Capture Rate: 95%+ (calls/forms/chat recorded + given a next step)
Contact Rate: 70–85% (two-way conversation started)
Booking Rate: 10–18% (captured inquiries → booked consults)
Response Time: under 5 minutes for form/chat acknowledgment
Review Velocity: consistent weekly growth (instead of random bursts)
What changes operationally:
Fewer missed opportunities after hours
Front desk workload gets calmer because routing is structured
Old inquiries become a predictable “fill the calendar” lever
