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DigiHypeTech

Case studies

Inbound call automation for dental clinics and pharmacies.

How we scope, build and measure this work, including what we deliberately refuse to automate, and what it costs in transfers.

Worked examples, not client accounts

The figures below are modelled from typical practice volumes, not measured from a named client. They show the method and the shape of the outcome. We produce the same report against your own numbers during a paid pilot.

Worked example

Dental clinic

Four operatories, two dentists, three hygienists, two people on the front desk. Around 60 calls a day.

The problem

The front desk was checking patients out, taking payments and answering the phone at the same time. The phone lost, mostly between 11:30 and 1:30 and in the last hour of the day.

A new patient calls three clinics. Two go to voicemail. They book with whoever picked up, and you never learn the call happened.

Dental clinic baseline before the build
MeasureBaseline
Calls answered68%
After-hours calls to voicemail~30/week
Voicemails never returnedAbout a third
Average callback time4+ hours
Overdue hygiene recalls340 patients

What we built

Answers on the first ring, every line at once, at any hour.

  • Booking, rescheduling and cancelling

    Written into the practice software, respecting appointment types, provider schedules and block booking rules. It will not put a 90-minute new-patient exam into a 30-minute hygiene slot.

  • The repeat questions

    Hours, parking, whether you are accepting new patients, direct billing, which plans, what happens at a first visit.

  • Text confirmations and reminders

    With a reply option to confirm or move the appointment.

  • After-hours calls

    Get a conversation and an appointment instead of a beep.

What goes straight to a person

  • Anything that sounds like an emergency is routed to the on-call line, with name and number already captured.
  • Anything clinical. It does not answer questions about symptoms or medication.
  • Anyone upset, confused, or asking for someone by name.
  • Billing disputes.

Every call leaves a transcript and a short summary in the practice inbox.

Data handling

Stays on Canadian infrastructure. Defined retention limits, access logged, reviewed against provincial health privacy law before go-live.

Results after three months

Dental clinic results after three months
MeasureBeforeAfter
Calls answered68%97%
Appointments booked after hours0~40/month
Overdue hygiene recalls34095
Front desk hours returned each weekNone~9

Calls still transferred to a human

12%

We publish that on purpose. It is the emergencies, the clinical questions and the billing calls, where a person is the better answer. Anyone quoting zero is not measuring it.

The nine hours a week went into insurance follow-up and working the recall list. That is what moved 340 down to 95.

Timeline: Six weeks, including two weeks running alongside the existing phone system before switching over.

Worked example

Pharmacy

Independent pharmacy, around 250 prescriptions a day, plus vaccinations, medication reviews and minor ailment assessments.

The problem

Seventy percent of calls were three things: is my refill ready, refill requests, and vaccine questions.

The interruption figure was the owner's main concern. Being interrupted mid-count is not a service problem, it is a dispensing safety problem. Meanwhile vaccinations and medication reviews were booked onto a paper sheet by whoever answered, with no reminders and predictable no-shows.

Pharmacy baseline before the build
MeasureBaseline
Calls per day~120
Call abandonment19%
Abandonment during the Oct–Nov vaccination rush34%
Pharmacist interruptions per hour at peak6–8

What we built

  • Refill status

    Caller is verified first, then the system checks the pharmacy software: ready, in progress, or waiting on the prescriber.

  • Refill requests

    Entered into the fill queue with the prescription number.

  • Booking

    Vaccinations, medication reviews and minor ailment consultations, into the pharmacist's calendar with correct appointment lengths, plus confirmation and day-before reminder texts.

  • Standard questions

    Hours, delivery, vaccine availability, what to bring.

  • Overflow

    Calls that would have been abandoned get answered.

What it will not do

  • Give clinical advice. Any question about a drug, dose, interaction or symptom goes to a pharmacist.
  • Discuss prescription details before verifying the caller.
  • Handle controlled substance queries. Those transfer immediately.
  • Take prescription transfers from other pharmacies. Pharmacist to pharmacist, always.

Anything outside its scope goes to a person, with a summary of what the caller has already said.

Data handling

Canadian infrastructure, verification before disclosure, defined retention, full access logging.

Results after three months

Pharmacy results after three months
MeasureBeforeAfter
Call abandonment19%4%
Calls resolved without staff0%66%
Pharmacist interruptions per hour6–82–3
Vaccination and review bookingsBaseline+58%
After-hours refill requests0~45/week

Calls still transferred to a human

21%

Higher than the dental example, and correctly so. A pharmacy has more calls that genuinely need a pharmacist.

Timeline: Seven weeks. Most of it was the software integration and identity verification, which you do not rush in a pharmacy.

Proving it

How we would prove this in your practice.

You should not take modelled figures on trust. This is how you get real ones.

  1. Week 1

    Measurement

    We pull your call logs and give you your real baseline: answer rate, abandonment, after-hours volume, and what people are actually calling about. You keep that report either way. Most owners have never seen the number.

  2. Days 1–30

    Pilot

    We run it on one line or one location, alongside what you have now. Nothing gets switched off. If it does not work, you unplug it.

  3. Day 30

    Your numbers

    The same before-and-after table you have just read, with your figures in it instead of modelled ones.

Start with the measurement week. If your baseline turns out to be fine, we will tell you, and you have saved a purchase.

Want to see your own baseline?

The measurement week is a fixed fee, and the report is yours whether or not you build anything with us.

Book a 30-minute callSend us a message