Healthcare & clinics

How we helped a dental clinic stop losing the enquiries it was already paying for

A single-location dental practice in Pune was paying for enquiries and converting few of them. We traced the loss to the gap between submission and first reply, not to the marketing. We rebuilt the intake path, routed urgent cases separately, and put a response rule behind it. Enquiry volume stayed flat; booked appointments did not.

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Industry Dentist & Dental Clinic
Location Pune
Service Enquiry intake and local search
Duration 10 weeks
Main result Booked appointments from the same enquiry volume
Client Withheld — not approved for publication

Client context

What the client told us

"We are getting enquiries. I do not think we are getting patients." The practice had a form, a phone number and an Instagram inbox, and no view of which one produced the people who actually sat in the chair.

Problem

What was going wrong

Three separate intake channels fed one inbox that nobody owned. The receptionist answered the phone when the clinic was quiet and the form when she remembered. Emergency enquiries — a patient in pain at nine at night — arrived beside a cosmetic enquiry from someone comparing prices for next year, and both got the same reply the next morning.

Findings

What we found

We mapped every path an enquiry could take and timed what happened after it arrived. We read three months of call logs and form submissions, and asked the front desk to describe the last ten calls they had taken.

Evidence

The median time to first reply on a form submission was just over nine hours.

Evidence

Every enquiry, regardless of intent, landed in the same list with no priority.

Evidence

No page recorded where the enquiry came from, so attribution ended at the form.

Evidence

Emergency and planned treatment used one form with one field set.

Root cause

There was no owner and no rule. Each channel worked; the handover between them did not. Adding more marketing would have added more enquiries to the same broken path.

Solution

What we did

  1. 1 Separated emergency, planned and cosmetic intent at the point of enquiry, with a different form for each.
  2. 2 Routed emergency enquiries to an immediate call-back rule with an alert when one waited.
  3. 3 Set a fifteen-minute first-reply target during clinic hours and a same-evening reply after them.
  4. 4 Recorded the source page and channel on every enquiry, so spend could be judged on booked appointments.
  5. 5 Rebuilt the Google Business Profile around the treatments the practice actually wants to sell.

Results

Results and evidence

Figures not published

No figure is published because the client has not approved one for publication. What can be checked on a call is the intake structure itself: the routing rules, the reply-time log and the source attribution now in place.

A booked-appointment count against the prior eight weeks is measured and waiting on the client's written approval. It will be added here when it arrives, not before.

Measurement period: Measurement ran for eight weeks after launch.

In the client's words

What the client said afterwards

No quote published. The client has not approved one for publication.

Cost

What does a similar solution cost?

Projects like this typically cost ₹75,000 – ₹2,50,000, depending on scope, complexity and what the clinic already has. A typical project takes Four weeks to build, then eight weeks to measure.

What is included

  • Intake and routing build across form, phone and WhatsApp
  • Google Business Profile rebuild and local citations
  • Response-time rules and the alerting behind them
  • Source attribution on every enquiry
  • Eight weeks of measurement

What changes the price

  • How many channels have to be joined up
  • Whether the clinic has a calendar that can be written to
  • How many treatments need their own page
  • Whether ads are running and need their own tracking

Questions before you start

Do we need a new website for this?
No. This engagement changed the intake path and the local profile. If the current site can be edited per page and loads quickly on a phone, it can stay.
What if we do not have a receptionist?
Then the response rule has to run on WhatsApp and an alert to whoever is on duty. It still works; it just has to be designed around who actually answers.
How quickly would we see a difference?
The routing and reply-time rules take effect the day they go live. Whether that turns into booked appointments depends on how many enquiries were already being lost, which is what the first two weeks of measurement establish.
Can you work with our existing ad agency?
Yes. We would hand them the source attribution so their reporting and ours agree, and leave the ad buying to them.

Pages written for dentist & dental clinic digital marketing agency pune

The service behind this work

Digital Marketing

Digital marketing for dentists

Search, ads, social and follow-up run as one system, not four vendors.

Digital Marketing

Dentist marketing agency in Pune

A Pune team that will tell you when a channel is not worth the money.

Google Ads

Google Ads for dentists

Campaigns split by urgency, measured to the booking.

Website Design

Dental clinic website design

A site built to book, not a brochure with a phone number.

Next step

Facing a similar problem?

If enquiries are arriving and appointments are not, the problem is usually between the two rather than in the marketing. Tell us what happens after someone fills in your form and we will tell you where it is likely going.

Tell us your current setup, the issue you are facing and your preferred timeline. We will review it and explain the possible next steps, likely scope and how pricing would work.

Reviewed by Anikaay Integration.

Get an estimate for my project

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