The Flossery is a holistic dental practice in Waltham, Massachusetts. Dr. Yasmin Chebbi and her team take a whole-body approach to dentistry, offering everything from ceramic implants to sleep apnea treatment. With three dentists and a steady flow of patients, the phones ring constantly.
Challenge
"We get a high call volume and we want to make sure we're not missing anybody," Yasmin says.
For a while, the front desk handled every call in person. But as the practice grew, keeping up became harder. Yasmin brought on a human answering service to help.
It didn't go well.
"The human one was more expensive, and was making mistakes as well," she says. "They were only taking messages. But sometimes the phone number might be wrong or the information was incorrect."
Messages came through garbled. Phone numbers were wrong. The service cost more than it was worth, and it still couldn't do the one thing Yasmin needed: get accurate patient information to her team.
"That was really frustrating. And then the price just couldn't justify it anymore," Yasmin says. "It was very high for what we were using."
Solution
Yasmin switched to Upfirst's AI answering service. Setup was straightforward.
"It was actually really easy, and the whole feeding information and stuff, it was pretty straightforward," she says.
She built out the knowledge base with practice details, and Upfirst started handling incoming calls. The AI answers patient questions, collects information, and can even text callers details like new patient policies before the team calls back.
"The fact that it can text the patient information, that's helpful to give the caller information before we can get to them," Yasmin explains.
The system tags each call by type, so the front desk can quickly see which calls are scheduling requests versus general inquiries.
"The tags have been helpful to know if it's a scheduling patient," she says.
Results
Every call is now documented. Yasmin and her team get notifications through email and text with full summaries of each interaction.
"It's nice to have a portal where we can see everything that we've missed," Yasmin says. "It sends to our emails, to our text messages. We get a summary from multiple different channels."
Nothing slips through. Every missed call has a written record of who called and what they need.
"It helps us to not lose any missed calls," she says. "It's all in written evidence of who we need to call back."
For Yasmin, the biggest benefit is accountability. With everything documented, she can make sure her team follows up on every patient.
"As an owner, it helps me keep the team accountable," she says. "Did you get back to this person? Did you get back to that person? It's just nice having everything documented."
