+44 203 287 0899 info@solvaa.co.uk
Female dentist examining a patient with a mirror whilst a male dental assistant looks on and smiles.

Ascent Dental Group is based in the Midlands, with 36 reception and patient-care staff plus 35 dentists across four practice locations.  They wanted to implement automations to increase productivity, reduce manual administrative tasks and improve communication with patients.

The processes below were initially trialled in one practice and were then rolled out to the others. It was vital that the personal touch given by the reception staff was maintained, alongside a significant increase in productivity.   This allowed the staff to focus on what mattered most – customer service and patient care.

 

Ascent Dental Group background 

Ascent Dental Group used Pipedrive CRM to manage appointment bookings and post-treatment stages for each dentist.  New leads were added manually to a Google Sheet which was then used for reporting, and added to Pipedrive when the lead was converted into a booked appointment.   They were using Gravity Forms on their website for collecting web enquiries, Mailchimp for email notifications, and Gmail for practice emails.

Many of the business processes were being performed manually, for example adding new leads and contacts to Pipedrive, sending patient reminders and new patient onboarding.

Group Operations Manager Louise Hatton wanted to implement Zapier to automate their dental practice workflows, so she contacted Solvaa to tap into their expert knowledge of Pipedrive and Zapier and use them effectively to streamline their processes and connect their business applications.

Solvaa analysed all aspects of the business and worked with Louise to improve the different business processes described below.

 

Pipedrive improvements for lead collection

We consolidated and moved the entire lead management process into Pipedrive by creating a new Leads pipeline which deals were added to automatically.  We implemented the “Gravity Forms – Pipedrive” integration to automate the creation of contacts and deals within Pipedrive when webforms were submitted.   We also created new Pipedrive Forms to consolidate and standardise the lead collection process for lead enquiries coming from all other lead sources (email, social media, phone, SMS) and automate the creation of contacts and deals within Pipedrive. 

Lead nurturing

Pipedrive CRM is now used for tracking leads through a step-by-step process for lead follow-ups and nurturing.  As deals move through the different stages, a sequence of cadence activities is automatically created for personal phone calls to be made by the staff, while automated messages are also sent by email or SMS.

Pipedrive’s Activity module is used for personal touch cadence activities such as phone calls, and all other activities were automated where possible using Zapier.  Voodoo SMS was implemented for sending automated SMS messages and Gmail is used for sending automated emails in the lead follow-up and nurturing process, with Zapier as the connector. 

 

Female dental assistant wears a mask and reveals an x-ray from an envelope whilst a dentist in the background examines a patient.

New patient appointment reminders and onboarding

To replace the manual onboarding of new patients, deals are now automatically moved to the appropriate dentist’s pipeline from the Leads pipeline when the appointment is booked.

Deals for booked patient appointments then move through a step-by-step process from booking the appointment to post-treatment follow-up, via one-off campaigns and automations in Mailchimp.

Mailchimp is also used for sending branded email sequences for patient appointment reminders and onboarding via a series of introductory emails about the practice.  All the processes were previously 100% manual, requiring daily intervention by one member of staff to copy and paste information into single campaign emails. We significantly improved the process by using Zapier to add or update contacts automatically in Mailchimp when a deal hit a certain stage in Pipedrive (when the appointment was booked) and then add the contact to automation sequences in Mailchimp.

 

“Meeting Kelly has simply been life-changing for our business and our teams.”

 

Reporting and other improvements 

Google Sheets was previously used for managing lead information and reporting on conversions. Once we moved the lead management process to Pipedrive, Google Sheets was purely used for advanced reporting on lead-to-patient conversions.  We used Zapier to update the Google Sheet with critical reporting information from each step of the process in Pipedrive, so that the data was always visible to senior management.

If appointments are rearranged, reception staff use custom-implemented Pipedrive activities to automatically kick-off a Mailchimp branded email with the new appointment time.

If one-off SMS messages need to be sent, reception staff use custom-implemented Pipedrive activities to automatically send a one-off SMS to a contact without leaving Pipedrive, and without the need for logging into multiple platforms.

 

Project benefits

Ascent Dental Group now have an average of 24,000 Zapier tasks running every month.  They were delighted with the project and were happy to report significant benefits:

  1. It is much simpler to keep track.
  2. It is much quicker to be able to respond to things and perform the follow-ups when needed. We no longer need to rely on a spreadsheet and human memory for this.
  3. We no longer need to send emails and SMS messages manually, and these used to take between 30 seconds and 1 minute every single time!
  4. Enquiries have increased, probably because they are being tracked more consistently, on average by 50 per site per month, although some of this could be due to marketing changes. The assurance that the web enquiries are tracked is better and this is our biggest form of enquiry method.
  5. The fact that we have set templates so we don’t have emails manually typed and sent is a huge improvement because prior to this we had all sorts being sent which included things like spelling mistakes etc.
  6. Many of our follow-ups were not made consistently and it was impossible to track this effectively.
  7. It is much easier for us to see where we are with each enquiry whereas before we did have occasions where the same patient was being followed up by different people!

Zapier activity summary

Here is an example of the tasks which Zapier has initiated to automate their dental practice in just one week.

Screenshot of Zapier task summary which shows that 121 Zaps automated 5937 tasks in the past week.

Using Zapier built-in apps

We implemented several complex Zapier automations to keep the data in-line between Pipedrive, Google sheets, Mailchimp, Voodoo SMS and Gmail. We also took advantage of Zapier built-in app functionality as follows:

Delay by Zapier to delay workflows to account for other automations running independently in a series of co-dependent workflows.

Filter by Zapier for basic conditional logic to ensure certain workflows ran based on specific conditions.

Formatter by Zapier to manipulate number, text, date/ time, line-item formats and look-up tables.

Paths by Zapier for more complex conditional logic to allow workflow to run specific pathways with action-based set conditions. 

You can learn more about all the Zapier built-in apps by getting our cheatsheet below.

Client testimonial

Louise was really pleased with the project and Ascent Dental Group continue to work with Solvaa to streamline more business processes.  Their patient system which keeps the dental records will be automated in due course, to reduce the effort required by staff who currently enter the information manually.

Life changing!

Kelly is so good at what she does I literally can’t recommend her highly enough! Having embarked on the automation journey I spoke to several people and Kelly by far came across as the most genuine and authentic person. Kelly and I spoke at length about our current systems and how we wanted to improve them, she listened, asked questions and made excellent suggestions. We were excited to get things going and Kelly set our expectations well, she gave clear guidance on timelines and fees and was open and honest throughout. Once things started, we quickly realised we wanted more and how beneficial Kelly was to our business. We are still working with Kelly to keep improving things for us and we have further projects that we want her to help us with. Kelly’s skill, knowledge and service is impeccable and what she has done for us has saved hours and hours’ worth of manpower allowing our teams to focus on our patients rather than administrative tasks, it’s also allowed us to communicate in a much better way with our patients – exactly the results we were after.

Meeting Kelly has simply been life-changing for our business and our teams.”

Read more about how our certified experts use Zapier workflow automations to simplify processes and increase efficiency.

Solvaa is a process and automation consultancy specialising in improving sales, operations and financial administration workflows. We help you to simplify and streamline existing processes, integrate your business tools to make data transfer more efficient and automate manual tasks to increase productivity. We are Zapier Certified Experts, Pipedrive Certified Experts and Xero Certified Advisors. 

Contact us today to discuss how Solvaa can help you simplify, improve and automate all aspects of your business with to save you time, reduce costs and keep you agile as you grow.

Related Posts

Desk flatlay with yellow coffee cup, yellow notebook on a white background with white text on a blue shape saying “Create and send a sales proposal from your CRM”.

Create And Send A Bespoke Sales Proposal PDF From Your CRM

When you need to create and send a bespoke sales proposal PDF from your CRM, you can either shell out for software that will do it for you, do it completely manually or let Zapier do it for you. Automating this task is really simple and will save time, money, and...
Mocked up book cover with a background of shades of teal in a geometric pattern, a retro robot image and a title "Automate!" with a subtitle of "The essential guide to business productivity", written by Kelly Goss with a Solvaa logo.

Download our free automation ebook

Do you feel overwhelmed and busy ALL THE TIME?   Do you wish you could afford another pair of hands to do the boring, mundane tasks that suck up your time? I have the answer! I’m Kelly Goss, founder of Solvaa, business process automation specialists. It’s no...
Virtual assistant at a work desk facing the camera and smiling with a computer monitor in the foreground.

5 Reasons why Virtual Assistants should learn automation

  When our chief problem solver, Kelly Goss spoke recently at the Practically Perfect PA Virtual Summit, she talked about the wealth of opportunities that automation can bring to Assistants and Online Business Managers.  After transitioning to a remote working...
Small wooden people are lined up to look like members of a membership, next to a sign which says MEMBERSHIP.

How to use Zapier like a boss to run your online membership on autopilot

If you're running an online membership, then you know there are a lot of moving parts.  From managing content to processing payments, it can be a lot to keep track of. But what if there was a way to put some of those repeat tasks on autopilot? That's where Zapier...
Toy robot on an orange background with the text “What are the benefits of using Zapier” in black along with a Solvaa logo.

What Are The Benefits Of Using Zapier?

If you’re wondering how Zapier can benefit your business then think about what your ‘pain points’ are, because the chances are it can address many of them.  Most people do not sail through the day, working in the most streamlined, optimised manner possible.  I would...
Blackboard with rainbow coloured arrows pointing right, with word PRODUCTIVITY drawn with chalk

How to be more productive in 2021

Have you thought about what it could mean for your business if you were more productive?  It’s sometimes hard to measure productivity gains, but think about how you could use the time you save by being more efficient in your business. Recently, our chief problem...
Rear view of successful businessman relaxing in his office with his hands behind his head.

The benefits of automation in business

Everyone is talking about automation in business but many people aren’t sure what it actually means and what the benefits are.  It sounds really complicated and time-consuming, and (even worse) expensive!  Who would actually bother finding out?  We want to bust those...
Businessman in a meeting holding a tablet which shows pie charts and bar graphs from a Powerpoint presentation.

What operations processes can be automated?

Your operation is the engine room of your business and automating the processes there can free up valuable time to spend winning more business or serving your customers better. If you’re wondering what operations processes can be automated then we have plenty of...
Illustration of online course concepts including book, pencil, cloud and microphone, with photo of hands holding a smart phone with finger poised on the screen. Light blue background with Solvaa logo in bottom corner.

Why online course providers should learn Zapier

As an online course provider, you wear many hats, juggling the tech, finance, customer service and marketing functions, to name but a few.  Unless you are well established and have a team, then it can be overwhelming being responsible for so many tasks yourself. ...

The Advantage Of Automation

Our Chief Problem Solver, Kelly Goss recently joined Shelley and Jo on the Virtually Amazing podcast to talk about the advantage of automation and how it can help businesses.  They also discussed how automation skills can be used by VAs to broaden their service...
Mockup of a computer screen in an office with the Zapier homepage displayed on the monitor.

How to get started with Zapier

  If you’ve never used Zapier before then getting started can seem daunting.  Although the Zapier website has many examples of automations you can build, the most important thing to do before you even consider automation is to review your processes. If you’re...
Blue square with the text “How to automate a 7 day sales cadence of activities in Pipedrive” on a teal background with brass paperclips, a mug of black coffee, plant and a Solvaa logo.

How To Automate A 7 Day Sales Cadence Of Activities In Pipedrive

Creating a structured sales cadence is vital when prospecting for new business.  If you don’t follow up leads, or adopt a haphazard approach then they are less likely to convert into sales.  A sales cadence is a series of activities where you contact a person or...
Image showing a flatlay laptop with bulldog clips on a white background with overlaid text in a blue section which says “Add contacts to your email marketing tool from your CRM”.

How To Automatically Add Contacts To Active Campaign From Pipedrive

It’s never been more important to keep in touch with customers, and if you’ve ever wondered how to automatically add contacts to Active Campaign from Pipedrive then we have a really simple solution. As many CRMs don’t have built-in email marketing modules there are a...

8 Fun automations to do with Zapier

  While there’s no denying that Zapier can be a powerful tool to save you time and money in your business, there are actually some really fun, cool automations you can do with it which aren’t work-related! New apps are being added all the time to the already-huge...
Businessman holding a mobile device with automation concept and text which says ‘Marketing Automation’.

How to use Zapier to automate your marketing processes and win more business

Are you tired of doing the same tasks over and over again every day? Do you wish there was a way to automate some of your marketing processes? Well, there is! With Zapier, you can connect different applications to create automated workflows. This can save you time and...
Grey background with overlaid text which says ‘How to improve business productivity with automation’ with a polaroid-style photo of Kelly Goss and icons below for Spotify, LinkedIn and YouTube.

How to improve business productivity with automation

People often talk about improving business productivity with automation but don’t explain exactly how to do it.  Our founder and Zapier Certified Expert, Kelly Goss, recently appeared as a guest on the Habitz podcast to suggest ways that business owners and members of...
Blue background with electrical components arranged to look like robots with text overlay ‘Zapier Automation Project Showcase’.

Zapier Project Showcase

  We work with such a diverse range of clients, many of whom had never heard of Zapier before they connected with us.  We understand that you may be unsure what kinds of apps can be connected using Zapier so thought we’d share a showcase of some of our key...
: A laptop and plants on a wooden desk with grey wall, with text overlay saying ‘save contact form submissions in a spreadsheet’.

How to automatically save contact form submissions in a spreadsheet

If you use a form on your website for visitors to contact you then you will usually get their details emailed to you so that you can then respond.  Whilst this works adequately as a lead notification system, what would be more useful is to save contact form...
Wooden desk with a laptop, phone and stationery with blue square featuring the text “How to send a daily digest of all paid Xero invoices using Slack”

How to send a Slack message with a daily digest of paid Xero invoices

Using Zapier to send a Slack message with a daily digest of paid Xero invoices can provide useful data which is sent to your team automatically.  Knowing when invoices have been paid is business-critical information, but it can be time-consuming to check your...
Infographic showing the outline of people in rainbow colours and rainbow-coloured cogs on a white background with black text saying ‘7 reasons to invest in your employees learning automation’.

7 Reasons To Invest In Your Employees Learning Automation

In today’s increasingly competitive market, businesses should be looking at ways to keep employees engaged as well as maximise profit.  One way of achieving both these goals is by investing in your employees learning automation.  Not only does it upskill your staff...
Get our free ebook

Get our free ebook

Learn about how business process automation with Zapier can help you to run your business on autopilot. The ebook is packed with real-life examples, use cases, and success stories. Whatever kind of business you have, you can use automation to help you work smarter, not harder.

Thanks! Your ebook is on the way.

Pin It on Pinterest

Shares