340 patients had not scheduled in 18+ months — a dormant revenue base with no capacity to work the list manually. The solo practitioner had no marketing stack and no way to segment which patients were most likely to return.
Eaglesoft export segmented by last-visit lapse (18-24 months, 24-36 months, 36+ months) to prioritize warm patients first. NexHealth integrated for online booking. Three-touch automated sequence: personalized email (name, last visit date), SMS 5 days later, final email at 14 days with a limited-time hygiene incentive. Sequences ran in Mailchimp with conditional logic based on booking status.
Segmentation by lapse duration determines the offer, not just the channel. A patient who has not been in 18 months needs a different message than one who lapsed 36 months ago — the former needs a nudge, the latter needs a reason to overcome inertia. The incentive was attached to the third touch only, preserving margin on patients who would return without it. Total cost under $1,500 — the best ROI of any dental automation project.
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