How Children's Dental FunZone reactivated hundreds of overdue patients with Flossy

Every pediatric practice has a list of patients overdue for a recare appointment, and at a 19-location DSO, that list is large and doesn't work itself. One CDFZ location alone had 2,051 patients due for a recare visit. Multiplied across the other 18 locations, the gap represented both a significant chunk of revenue and a clinical concern, since preventive care was lapsing for thousands of children.

The concept of reaching out to overdue patients is simple. The execution is where it breaks down. CDFZ's call center is staffed with both inbound and outbound teams, but doing recare well asks for more than spare hours from the outbound team. The patients most likely to respond have to be messaged at the specific times they're most likely to respond, and a single agent can only text one family at a time.

Text is also asynchronous, so messaging ten parents produces ten replies scattered across the day, each one pulling an agent off whatever call they were on. At the scale of thousands of patients a day, that pattern fractures the workflow the outbound team already runs, the one that's full of confirmations, reschedules, and overflow inbound. So systematic recare outreach is almost always the work that gets pushed aside and never gets done.

CDFZ had already seen what Fiona could do on inbound. The question was whether Fiona could do the same for outbound recare, at scale, and produce real bookings rather than just touches.

In Q1 Fiona started reaching out to CDFZ patients who were overdue for an appointment. She sent text messages at the times of day parents were most likely to respond, based on ongoing research into which days and time windows produce the highest engagement rates and the lowest no-response rates. The message was simple. Their child was due for their semi-annual visit, and Fiona was there to help them schedule it.

The branching from there was straightforward. Parents who wanted to book in the moment got their appointment scheduled directly in Dentrix Ascend, with Fiona handling availability and answering questions. Parents who were interested but couldn't commit on the spot had their request routed to the outbound team to close. Parents who weren't interested got a friendly send-off and were removed from the recare list. The replies that came back were warm and immediate, with hundreds of "yes" and "yes please" alongside more involved ones like "yes, and I also updated my insurance, can you help with that?" or "can I schedule for my other child too?"

In just a few weeks, Fiona was live across every CDFZ location, reaching tens of thousands of overdue patients the call center never would have had time to work through systematically.