Liza Choa
Quick answer
What does good dental lead capture look like?
It hands the practice the enquiry already sorted. At one practice, an 8-word enquiry from a Google ad arrived carrying the treatment, the page, the campaign, a new patient flag and a $25,000 lead value. An automatic reply went out in 8 seconds, and the case was booked 24 minutes later.
$25,000 of full arch implant work, booked 24 minutes after the enquiry landed, at half past 9 on a Tuesday morning.
The patient wrote 8 words. Those 8 words are worth reading, because they contain the whole case.
The numbers
- In the enquiry
- 8words
- Until the automatic reply
- 8seconds
- From the enquiry to a booking
- 24minutes
- Case value
- $25,000
- 9:28amEnquiry received, from a Google ad
- 9:28amAutomatic reply sent, 8 seconds later
- 9:33amThe practice rang. No answer
- 9:52amBooked, 24 minutes 2 seconds after the enquiry
A new patient, from Google Ads, who had landed on the practice’s full arch implant page.
The 8 words
“Upper and bottom implants, with use of super”
That is the entire enquiry. No name of a treatment, no question, no phone preference. 8 words.
But read them again. “Upper and bottom” means full arch, both jaws. “With use of super” means they have already worked out how they are paying for it and have looked into early release of superannuation.
That is not a browser. That is somebody at the end of a long think, who has done homework the practice never asked them to do.
What the form did with them
By the time this hit the practice’s system it carried all of this:
| On the enquiry | What it said |
|---|---|
| Treatments | Implants, All-on-4 |
| The page they came from | The practice’s full arch implant page |
| The campaign | The practice’s All-on-4 paid search campaign |
| Patient | New |
| Lead value | $25,000 |
8 seconds later:
Automatic text · 9:28am
Hi! [Coordinator] here from [the practice]. Thanks for your enquiry. I’ll contact you shortly. Speak soon!
The practice rang at 9:33 and got no answer. At 9:52 it was booked.
In plain English
The speed here is not the product. Any practice can book something in 24 minutes if somebody happens to be free.
What the SmileEngine™ Pipeline did was make sure that when somebody was free, they picked up the right enquiry. A full arch case worth $25,000, from a paid ad, from a brand new patient, sitting at the top of the list with the treatment already attached.
Without that, the 8 words look like every other enquiry in the list.
Frequently asked questions
Did an AI book the $25,000 case?
No, and I cannot tell you who did, because the booking is not logged in the conversation. What the system did was capture, value and rank the enquiry.
How fast was the first reply to the enquiry?
8 seconds, automatic.
What does “use of super” mean in a dental enquiry?
Early release of superannuation to pay for treatment. When a patient raises it unprompted, they have already been thinking about cost seriously.
Where does the $25,000 come from?
It is the case value recorded on the opportunity for a full arch implant case. No price had been quoted to the patient at this point.
Is the $25,000 revenue?
No. It is what the booking is worth to the practice if it proceeds.
Written by
Liza Choa
Liza Choa is the founder of DCRM and Practice Growth Studio, a boutique dental marketing agency working behind the scenes with some of the most respected dental practices in Australia. She has spent over a decade helping practices grow and scale.
She built DCRM after seeing the same problem in practice after practice. The enquiries were already there, but the new patient numbers did not reflect it. DCRM bridges that gap, so practices increase the return on the marketing they are already paying for.
Disclaimer: The figures in this case study reflect the results of one dental practice over a defined period, and were taken from that practice’s DCRM account at the date stated. The practice is not identified, and identifying details have been removed or generalised. Results vary between practices and depend on factors outside the platform, including enquiry volume, treatment mix, pricing, location, team capacity and how consistently the practice follows up. These figures are not a prediction, projection or guarantee of the results any other practice will achieve. Data is reported as recorded in the platform and has not been independently audited. No patient information is disclosed.
