Case study · Call report
Every morning, an update oneach practice's calls
A group of dental clinics, two practices, one shared switchboard. Management wanted to know how many patient calls were being lost, and when.
The problem
The phone software records every call, but nobody has time to open the logs. Missed calls only came to light when someone complained.
Before, after
After
- 3CX phone systemcall history of both practices
- Morning reportat 7 am, answer rate per practice
- Patients to call backin the reception's tool
What we did
- 01
Analysing a year of calls
We extracted twelve months of switchboard history and reorganised it by practice, by month and by hour. The result: a clear view of peak hours, calls received while closed and calls abandoned within a few seconds.
- 02
Automating a daily report
Every morning at 7 am, management receives the previous day's summary by email, readable at a glance: each practice's answer rate during opening hours, colour-coded (green, amber, red); the difference from the average of the last 7 days; missed calls and how many patients were called back; the weakest hour of the day.
- 03
Leaving call-backs to reception
The report is for steering, not for working in. Patients to call back stay in the reception's tool, where the team already works.
What it changes
- Management sees the next day what it used to see only at the end of the month.
- Opening hours and extra staffing can be set on the basis of facts.
- Nobody enters anything: the report builds itself.
Who it's for
Any practice or SME with a 3CX phone system (or another switchboard that keeps call history) and several sites or several reception queues.
And your calls, where are they being lost?
We look at your switchboard history with you.