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Case Study: How Follow Ups Helped Pearl Street Dental Partners Add Over $1.1 Million in Scheduled Treatment

By implementing Dental Intelligence Follow Ups, Pearl Street Dental Partners transformed their patient follow-up process with impressive results. Learn what steps they took to skyrocket their success.

Dental Intelligence

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January 2, 2025

Following up with patients may feel monotonous, but it doesn’t have to be unproductive. What if those calls could add thousands of dollars back on your schedule?

One DSO did just that.

Pearl Street Dental Partners recently revamped their patient follow up processes, and the results have been nothing short of extraordinary. In just a few months, they’ve leveraged Dental Intelligence Follow Ups to schedule over $1.1 million year-to-date across their 43 locations.

Dental Intelligence Follow Ups streamline patient management by automating reminders for tasks such as hygiene recare, unscheduled treatment, and past-due balances. This feature ensures that dental teams know who to contact, when, and why, enhancing efficiency and patient care.

A Unique Challenge

What sets Pearl Street apart is their decentralized approach. Every location operates with its own unique staffing, style, and branding, thanks to their individuality-first model. This not only preserves each practice’s distinct identity, but also leads to variability in processes across their locations. 

To address this, Ashley Meece, VP of Operations at Pearl Street, collaborated with regional and office managers to tailor new processes that align with each practice's needs.

First, they piloted Follow Ups at a few locations. Then they reviewed the results and shared them with their other locations. 

“Once team members see how awesome it is, then they are typically on board with it,” Ashley said.

So what’s their secret sauce to scheduling over $1.1 million?

Here’s how they did it:

3 Keys to Success

1. Share Success with Tangible Data

For many, the daily grind of calling long patient lists with no measure of success can be frustrating and demoralizing for team members. That’s where the Follow Ups Results dashboard comes in — showing team members the real impact of their efforts. Pearl Street has found that sharing results data actively encourages adoption and engagement, and has made all the difference. 

“With DI Follow Ups Results, I’m able to show team members the value of what they're doing. I use that a lot to motivate them,” Ashley said. This feature allows team members to see how their efforts directly impact the practice in a quantifiable way. It also allows leaders to see which team members are performing well or need additional support. 

“Being able to give them that encouragement has just kind of naturally gotten more people excited in using Follow Ups,” Ashley said. “They're getting accolades for what they do, instead of just printing a list.”

2. Create Power Users With Incentives

In addition to being able to accurately measure the impact of their follow-up efforts, incentives have also been key to encouraging Pearl Street team members to get on board with using Follow Ups.

“In October, we wanted to focus on outstanding treatment. At the end of the month, we looked at the Follow Ups Results and each team member got entered into a drawing for every follow up that resulted in a scheduled treatment,” Ashley said.

In addition to incentives, Ashley believes that genuine appreciation often outweighs monetary rewards in keeping team members engaged.

A simple thank you or acknowledgment of effort can have a lasting impact on morale and performance, which is why Ashley spends time reviewing the Follow Ups Results and sending acknowledgments to high-performing team members. 

3. Build a Culture of Accountability

Incentives and data may spark enthusiasm, but long-term success requires a structured framework. That’s where accountability between managers and team members has become essential for Pearl Street.

Pearson's Law states, “When performance is measured, performance improves. When performance is measured and reported, the rate of improvement accelerates.”

Regular performance reviews, supported by DI’s tools, ensure that processes are maintained. Managers and team members work together to track follow up progress, identify roadblocks, and celebrate successes.

Without accountability, even the best-designed processes can fall through the cracks.

Get a Process Started Now

Ashley’s biggest piece of advice: don’t wait.

“Just get started! DI Follow Ups is a great tool, and you'll see the benefits,” she says. “Then build your processes out based on what does or doesn't work for you. Once you get your process down, follow it, be accountable to it, and you'll see the results explode.”

She suggests picking one type of Follow Up to start with. Focusing on a single area helps streamline adoption and drive immediate results. Once you have the process behind it down, then try another one. 

Additionally, Ashley recommends starting with outstanding treatment since that will immediately impact your practice. 

“If you start doing outstanding treatment Follow Ups, you're going to do more than you did yesterday.”

Want to turn routine follow ups into big wins for your practice? Schedule a demo of Dental Intelligence today and start seeing results.

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