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Business Platform

OdontoPrev Group

Re-engaging patients with utility messages on WhatsApp

dental-practice-768x512

44
%

reduction in time spent re-engaging patients, compared to phone calls*

5
%

improvement in Net Promoter Score, compared to phone calls*

Their Story

 

Dental services for all Brazilians

OdontoPrev serves the dental needs of Brazilians across age groups and social classes, with multiple brands and offerings available to both individual buyers and employee members of company dental plans.

Their Goal

 

Timely patient service

Previously, Odontoprev Group handled all patient communications via phone calls. But this proved inefficient for Odontoprev’s customer service team. Calls to patients were often missed or dropped and had to be rescheduled. Recognizing the value of having a fully online, 24/7 service channel, Odontoprev partnered with Twilio, a Meta Business Partner, to develop a new patient contact option powered by WhatsApp Business Platform.

A dentist office lobby with a front desk and chairs

“Odontoprev is constantly looking for ways to engage clients and provide more services in a way that is decisive and omnichannel. Customers value companies and brands that respect their well-being, time and preferences. Our goal is to respond by respecting those preferences through the use of cutting-edge digital solutions.”

Mariana Galvão D’Agosto
Superintendent, Services and Operations, Odontoprev

Their Solution

 

____

A new patient contact channel

Odontoprev’s customer service team often receives and responds to questions from patients who need help with billing, service delays or finding a dentist in their area.

Resolving these customer questions in a satisfactory manner is a top priority for the company, as it can help re-engage patients who may not be currently active.

These customers can now connect with Odontoprev’s customer service team via WhatsApp by providing their WhatsApp number when filling out a contact request form on Odontoprev’s website, selecting WhatsApp as a contact option when dialing in to Odontoprev’s automated customer support phone line, or messaging Odontoprev directly in WhatsApp.

“Reaching our customers by phone has become increasingly challenging given the saturation of digital channels. We saw an opportunity to use WhatsApp, which has always been popular with our customers, as a strategic means of contacting them to deal with important matters. We see WhatsApp as an easy-to-access service channel that most Brazilians prefer because it’s more dynamic and flexible than traditional means of contact, such as phone calls and email.”

Gabriela Zeronian
Strategic Service Manager, OdontoPrev

After a patient has provided their WhatsApp contact information, Odontoprev responds using utility conversations on WhatsApp to help provide timely support.

Businesses use utility messages on WhatsApp to efficiently deliver relevant account or order information, updates and reminders to customers during and after the purchase process.

Patients who initiate contact directly in WhatsApp proceed through an automated conversation experience to get help.

All patients have the option to message a live customer service agent in WhatsApp if needed. Odontoprev’s customer service team uses Twilio’s communication platform to receive and respond to each message.

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Their Success

 

____

Faster re-engagement

Over three months (January 1–March 31, 2024), Odontoprev reported more than 97,000 patient re-engagement interactions on WhatsApp, and found that WhatsApp helped it reach patients faster and resulted in higher patient satisfaction than phone calls during the same time period. It reported the following results:

  • 44% less time spent re-engaging patients, compared to phone calls*
  • 5% higher Net Promoter score, compared to phone calls*

*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.

“This approach has helped us reduce the time and effort it takes to handle these cases internally, which has created efficiency for our business. And it has had a positive impact for our customer service employees, who previously had to dedicate a time of day for telephone contact attempts that were often unsuccessful. Now, they can initiate contact with just one click.”

Leila Santos
Strategic Service Manager, OdontoPrev

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