How Dentalia Boosted Appointment Confirmations by 30% with WhatsApp API

Dentalia faced a critical challenge: missed appointments, slow response times, and manual follow-ups that drained time, revenue, and patient trust.

With over 60 clinics managing WhatsApp separately, patient communication was inconsistent and difficult to control. Response times were long, confirmations were lost, and staff had to put in enormous effort just to stay organized.

To solve this, Dentalia turned to treble.ai, integrating WhatsApp with HubSpot to automate appointment confirmations, speed up communication, and reduce response times by 95%. The impact was clear: fewer missed appointments, higher patient satisfaction, and a more efficient system.

Discover how Dentalia transformed its communication with treble.ai—and how you can do the same for your private hospital group.

About Dentalia

• Industry: Dental Healthcare
• Size: Over 60 clinics
• Location: Mexico
• Products: WhatsApp integration with HubSpot

Dentalia is a leader in dental healthcare in Mexico, known for combining technology with a patient-centric philosophy. Their expansive network of 60+ clinics serves thousands of patients monthly, making consistent, high-quality communication a priority.

“Our focus has always been on improving patient retention and experience. With treble.ai, we found a way to bring information to patients more easily, helping them schedule visits and ensuring they feel cared for throughout their journey,” shared Santiago Arnau, Head of Retention and Patient Service.

Key Outcomes

• WhatsApp Engagement: 85% of confirmed appointments involved at least one interaction through WhatsApp.

• Increased Appointment Confirmations: Automation led to a 20-30% rise in confirmations, boosting clinic attendance.

• Accelerated Response Times: Reduced from 12 hours to under 10 minutes, significantly enhancing patient satisfaction.

• Strategic Impact: treble.ai became an 8/10 critical component in Dentalia’s patient journey, serving as a vital communication channel.

• Operational Cost Savings: Automation freed staff from manual tasks, allowing focus on strategic initiatives.

The Challenge: Disconnected Communication and Operational Inefficiencies

Dentalia’s expansion brought a series of challenges.

With over 60 clinics operating, managing communication became increasingly complicated. Each clinic operated its own WhatsApp Business account, using different and non-standardized processes.

This resulted in inconsistent experiences for patients, who often waited hours for a response. Additionally, the lack of centralized metrics made it impossible to evaluate the performance of interactions or identify areas for improvement.

“Each clinic had its own way of responding to patients,” explained Santiago. “We had no visibility over response times or consistency. This made it impossible to guarantee a unified experience.”

The problem didn’t stop there. Receptionists spent hours manually confirming appointments—a tedious process prone to errors that diverted valuable human resources.

“Phone confirmations were not only inefficient but also error-prone,” Santiago added. “We knew we needed a more agile solution.”

The COVID-19 pandemic made things even more complex. The need for remote communication became critical, and Dentalia realized that a centralized system integrating their WhatsApp communications with HubSpot was essential.

This shift was not only necessary to optimize operations but also to maintain the trust and personalized care patients valued.

The Solution: A Seamless Integration with treble.ai

Dentalia found the ideal solution to overcome its challenges in treble.ai.

The platform provided effective tools to address immediate problems while enabling long-term sustainable growth.

One of the most valuable features of treble.ai was its integration with HubSpot, which centralized interactions and standardized communications under a single verified line. Additionally, this connection allowed Dentalia to automate appointment confirmations, reminders, and follow-ups with patients, eliminating manual workload.

“Before treble.ai, our staff spent hours on repetitive tasks. Now, those tasks are completed in seconds, allowing us to focus on what really matters: our patients,” explained Santiago.

Another key differentiator was treble.ai’s no-code chatbot builder. This allowed Dentalia’s team to implement automation quickly without requiring technical knowledge. In just weeks, all clinics were unified under a single WhatsApp system integrated with HubSpot, eliminating fragmentation and bringing clarity to operations.

“What really stood out about treble.ai was how easy it was to use,” Santiago shared. “We didn’t need a technical team for implementation. The platform is so intuitive that our staff quickly adapted.”

Moreover, treble.ai’s ability to provide real-time metrics transformed how Dentalia operated. Santiago added, “For the first time, we could see response times and manage conversations effectively. This allowed us to identify what worked and what needed improvement.”

Implementation and Use Cases: Transforming Patient Interactions

The implementation of treble.ai followed a carefully planned rollout.

Starting with a pilot in one clinic, Dentalia quickly scaled to all locations within three months. Each step was marked by insights that enriched the overall strategy.

One of the first successes came in appointment management. 

Previously, confirming an appointment required phone calls and manual tracking. With treble.ai, patients received automated WhatsApp messages with options to confirm or reschedule. “Automating appointment confirmations through WhatsApp made a big difference. Patients found it easy to confirm their visits, and this directly improved attendance by 20-30%,” Santiago noted.

Personalization became a hallmark of Dentalia’s outbound campaigns. By leveraging treble.ai’s integration with their CRM, Dentalia crafted tailored messages. Santiago shared an example: “When a patient had an unpaid treatment, we sent a personalized reminder, not a generic message. This made patients feel cared for, which improved reactivations.”

Inbound conversations also saw dramatic improvements. Patients could access treatment details, promotions, and clinic hours without delay. Santiago remarked, “Patients no longer had to wait for an agent to get basic information. It’s a better experience for them and a huge efficiency boost for us.”

Results: Turning Communication into a Strategic Advantage

The impact of treble.ai was immediate and measurable. Response times, previously averaging 12 hours, dropped to under 10 minutes. This improvement alone transformed patient satisfaction, with many commenting on the speed and clarity of responses.

“Automating appointment confirmations saved us the work of two employees per clinic. Now, instead of spending hours on repetitive tasks, they can focus on activities that bring more value to the company,” Santiago explained.

Appointment confirmations increased by 20-30%, driven by automation that eliminated human error. Additionally, operational costs were reduced as manual tasks were replaced by efficient workflows. Santiago explained, “We saved hundreds of staff hours each week, time that we could reinvest in strategic projects.”

The integration also bolstered brand loyalty. Patients appreciated the seamless communication, which translated into higher retention rates. “When we improved communication, everything started to improve: patient satisfaction, attendance rates, and even our team’s day-to-day workflow. It was a win on all fronts,” Santiago shared.

Future Strategies: Expanding treble.ai’s Role

Dentalia is just getting started. The growth potential with WhatsApp is limitless.

Santiago shared Dentalia’s future plans to integrate AI-driven workflows for even greater personalization.

“We want to build a system that learns from every interaction and anticipates patient needs. That’s our next step,” he explained.

Lessons Learned and Recommendations for Health Companies 

Santiago shared three key takeaways for other health companies:

• Have a clear vision of what you want to achieve.
• Choose a tech partner who understands your specific business challenges.
• Always listen to patients’ needs and feedback.

Conclusion

The partnership between Dentalia and treble.ai demonstrates the transformative power of technology to not only optimize operations but also strengthen relationships.“treble.ai allowed us to improve key metrics and proved the value technology can bring to patient communication. It’s not just a tool; it’s become an essential part of how we operate,” Santiago concluded.

Interested in discovering what treble.ai can do for your business? Request a demo and experience the difference.