How a practice in Australia used AI to grow without overloading its team
ArtSmiles is a dental practice on the Gold Coast, Australia, specialising in complex treatments.
As demand grew, the team needed to see more patients without a matching increase in operational work.
Simplia connected systems, built a custom CRM and put AI agents in place to automate processes along the patient journey.
More patients, more work for the team
Every new lead needed the front desk's attention: answering questions, booking consultations and confirming attendance.
After the consultation, the team still had to follow up with the patients interested in starting treatment.
The practice had the data, but lacked an integrated view of its operation. Leads and contacts, appointments and treatments, payments and membership sat in different systems.
A connected operation
Simplia built a central platform that brings together the practice's information.
We also built a custom CRM to follow the whole sales journey.
With that, the team began spotting bottlenecks and automating follow-up messages and tasks.
- Zoho CRM
- Principle Dental
- Finance systems
- SmilePass
- Appointments
- Patient details
- Treatment history
- Financial information
- Membership
- Internal communication
One screen for the practice, another for each person's day
On the dashboard, the team sees how leads and treatments are going.
On the day screen, each person finds the calls and tasks they need to do, most urgent first.
From first contact to treatment, in a single view
In the CRM, the team can plan the next contacts and follow each patient's progress.
We built an automation that updates the platform as treatment progresses, based on the information the team records.
- 1 Where the lead came from
- 2 Booked
- 3 Attended the consultation
- 4 Received a proposal
- 5 Started treatment
An AI assistant connected to the practice
The website's previous chatbot struggled to turn conversations into bookings. To fix that, we built Grace, who can answer questions, understand what patients need and help them book consultations.
Integrated with the CRM, Grace logs interactions and follows up on consultation confirmations. When needed, she hands the conversation over to the team.
- Website chat
- Social media
- SMS
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The consultation is recorded and transcribed.
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The clinical assistant receives the consultation.
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AI writes the clinical note.
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The note is saved for review.
Details hidden to protect the practice's and its patients' information.
Less paperwork, more attention to the patient
We built an AI solution to support dentists during and after consultations.
From the recording of the conversation, AI helps produce clinical notes, summaries and guidance for patients.
The documents can be reviewed, stored in the digital record and shared when needed.
What changed at ArtSmiles
- More capacity to serve patients AI takes on repetitive interactions and frees the team's time for care that needs human attention.
- Visibility of the journey The CRM tracks leads, consultations and treatments, making opportunities easier to spot.
- An integrated operation Patient information, appointments, payments and communication in a single environment.
- Less admin work Automation and AI-assisted documentation cut manual tasks for the team and the dentists.
Growing doesn't have to mean more manual work
The ArtSmiles transformation started with integrating its systems and organising its processes.
With a connected structure, it became possible to apply automation and AI agents at different stages of the patient journey.
Does your business also need to grow without overloading the team?
Find out where AI and automation can simplify your operation.