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Every answered call, every scheduled appointment, every patient question handled—it all ties directly to revenue. The gap between marketing dollars spent and actual new patients booked lives or dies at the front desk.

The difference? Whether your front desk has the tools to succeed.

That’s where aligning AI, the front desk, and your tech stack changes the game.

The Patient Journey Has More Entry Points Than Ever

Today’s patients don’t just pick up the phone. They:

• Call the office (and often get voicemail).
• Visit your website and expect instant answers.
• Text for quick info about availability, insurance, or procedures.

Every one of these touchpoints is a potential revenue event—and too many practices lose patients because they aren’t answered fast enough.

With the right alignment, AI ensures no patient slips through the cracks, while the front desk focuses on what humans do best: empathy, reassurance, and relationship-building.

How AI Supports the Front Desk (the Hero of Growth)

Here’s how modern dental management AI and practice technology make the front desk unstoppable:

• Missed Calls → AI Recovery
  If the phone isn’t picked up, AI immediately follows up via call or text. It answers FAQs, gathers patient info, and even books appointments.
• Website Visitors → AI Web Chat
  AI captures leads in real time, answers insurance and availability questions, and updates your practice management system. Patients don’t bounce; they book.
• Integrated Workflows
  AI logs data directly into your CRM or practice management software. Staff aren’t burdened with double entry; they arrive each morning to a fully updated schedule.

Instead of replacing your front desk, AI amplifies their impact—freeing them to deliver the human connection that keeps patients loyal.

Why Alignment Matters

Without alignment, you’re left with silos: missed calls, duplicate work, incomplete records. With alignment, you get:

• Happy Patients: Fast responses, seamless booking, great first impressions.
• Empowered Staff: A front desk team that has bandwidth to focus on people, not paperwork.
• Maximized ROI: Marketing spend converts into real booked revenue.
• Visibility: Analytics show which calls, chats, and campaigns generate patients.

The Bottom Line

It’s time to reframe the role of your front desk. They’re not “just reception.” With AI as their safety net and your tech stack aligned, they are the heroes of growth—the revenue machine of your practice.

Because at the end of the day: Happy office. Happy patients.

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Voice vs. Text: The Data

When patients are prompted to engage by voice first, response rates are only 7%.
When prompted by text first, response rates jump to 60%+.

And it doesn’t stop there: of the patients who engage Aimee and take an action (book, cancel, reschedule), nearly 30% return via text for other needs—like confirming appointment times, asking about insurance, or double-checking directions.

This isn’t a small difference. It’s a fundamental signal.

What This Means

The takeaway is clear: people prefer to type, not talk, when starting an interaction.

Why? A few reasons stand out:

• Control: Text lets patients communicate at their own pace, without feeling rushed.
• Privacy: Not everyone wants to speak out loud—especially if they’re at work, in public, or just not in the mood to talk.
• Clarity: With text, patients can double-check details and reduce miscommunication.
• Comfort: For many, a quick written response feels less intimidating than making a call or recording their voice.

The Bigger Picture

This early data reflects a broader trend we’re seeing across industries: patients (and customers in general) want low-friction, on-their-terms communication. They’re not rejecting voice altogether, but they’re choosing to start with text.

And once that initial wall is down, they’re far more open to follow-ups, appointments, and even a call if needed.

Connecting the Dots with AI

That’s exactly what the workflow below shows:

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Instead of forcing patients into one communication style, AI adapts.

• If the phone rings three times, AI answers with options.
• If a call is missed, AI automatically follows up with text.
• If someone visits your website, AI is available instantly via web chat.

From there, AI collects patient information, answers FAQs, and even schedules appointments directly into your office management system.

The end result is a seamless experience that feels natural to patients and removes the burden from your front desk.

Why It Matters for Dental Practices

For practices, the implications are huge:

• If your digital front door starts with voice, you’re leaving engagement (and revenue) on the table.
• Meeting patients where they are—text-first—removes barriers and builds trust right away.
• Practices that prioritize text-first engagement will see more conversations convert into booked appointments and ongoing relationships.

What Are Your Options?

Early data is telling us loud and clear: text is the front door, voice is the follow-up.

Practices that adapt to this patient preference aren’t just keeping up with the times, they’re creating a patient experience that feels natural, modern, and respectful of choice.

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Scaling Dental Service Organizations (DSOs) requires more than adding new locations or hiring more staff. It’s about creating a repeatable model that integrates people, processes, and technology in a way that can flex as you grow. Industry leaders consistently point to the same truth: without alignment, scale collapses under its own weight.

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“Scaling without a foundation is like adding floors to a building without reinforcing the beams on it. Eventually something’s gonna crack.”

A unified system with standardized Key Performance Indicators (KPIs) and cross-department visibility is non-negotiable. This foundation helps DSOs avoid blind spots, reduce inefficiencies, and ensure leadership has a clear line of sight into performance across all locations.

Consistent Front Office Operations

The front desk is the patient’s first impression — and often where inconsistency strikes hardest across multi-location DSOs.

• Establish benchmarks and Standard Operating Procedures (SOPs) for intake, scheduling, and follow-up.
• Monitor front office KPIs like call answer rate, conversion rate, and appointment confirmation rate.

“Not having a benchmark is a benchmark in itself.”

Consistency here doesn’t just improve patient experience — it creates predictability and efficiency at scale.

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Reducing Missed Call Rates

Missed calls are more than operational hiccups — they’re direct revenue loss. Potential patients rarely leave voicemails; they move on to the next provider.

• Track call answer and abandonment rates in real time.
• Implement scripting and call management tools to improve handling.
• Use AI-assisted systems to recover missed calls and return messages quickly.

Every call answered is revenue retained.

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Marketing Funnel Optimization

From lead generation to treatment acceptance, tracking the entire funnel is essential. DSOs that measure only at the top (leads) or bottom (treatment acceptance) miss critical leaks in the middle.

“If all you track is production, you’re only watching the scoreboard at the end of the day, not the plays that got you there.”

• Map the patient journey from first contact to treatment.
• Identify where drop-offs occur (e.g., appointment no-shows, insurance verification delays).
• Use attribution data to double down on high-performing channels.

Optimization isn’t about adding more leads , it’s about converting the ones you already have.

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Overcoming System Fragmentation

Fragmented systems and siloed data make scale chaotic. A cohesive tech stack is key:

• Integrate lead generation, patient management, and marketing platforms.
• Ensure there’s a single source of truth for metrics across all departments.
• Eliminate redundant tools and unify reporting dashboards.

When systems talk to each other, leaders make faster, smarter decisions.

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Standardizing KPIs Across Departments

Scaling falters when departments track different metrics. Alignment means everyone measures success the same way.

• Standardize business impact KPIs like patient show rates, treatment acceptance, and revenue per visit.
• Create cross-department scorecards that roll up into executive-level reporting.

This shared accountability fosters collaboration and keeps teams focused on the same outcomes.

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Balancing Technology with Process Improvement

“AI is not gonna magically fix a bad process.”

Technology should accelerate good processes, not patch broken ones. Before automating, DSOs must refine their workflows.

• Audit current processes to identify inefficiencies.
• Standardize improvements before introducing automation.
• Train staff to adopt both the process and the technology together.

“Technology is there to help you, absolutely. Our job is to adapt to it, refine our process, and make sure it’s as efficient as possible.”

Automation without clarity simply scales chaos.

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Continuous Innovation and Adaptation

Finally, successful DSOs never stop testing. Allocate resources to pilot programs, new strategies, and process experiments.

• Test new patient engagement channels (text, chat, AI call recovery).
• Explore new marketing platforms or attribution models.
• Track pilot results and scale what works.

“Change or get out of the way, unfortunately.”

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Adaptability is the edge that separates stagnant DSOs from leaders in growth.

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Scaling DSOs isn’t about speed; it’s about sustainable structure. By reinforcing foundations, standardizing KPIs, reducing inefficiencies, and leveraging technology to support (not replace) people, DSOs can scale with confidence.

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The outcome? More predictable growth, better decision-making, and most importantly, a patient experience that doesn’t suffer as you expand.

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👉 For more insights and a step-by-step roadmap, check out the comprehensive workbook, and watch the webinar replay.

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The Call Logs Are Talking. Are You Listening?

Every marketing team has a feeling they can’t quite shake, something’s missing.
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No matter how well you plan campaigns, track metrics, or optimize systems, there’s always a gap. Missing data. Missing insights. A handoff that never makes it into the CRM. A lead source that looks great on paper but never seems to convert.
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Try as you may to design seamless systems and processes, the evolution of the internet has only made things more complex. Patients are coming in from more channels than ever—search, social, ads, referrals, review sites. And somewhere between “click” and “booked appointment,” pieces of the story get lost.
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For DSOs, those missing pieces usually show up in one place: the phone.

Why Call Visibility Matters
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When you’re managing multiple dental offices, you know the drill.
Marketing is working hard to drive leads. Operations is focused on performance metrics. The front desk team is doing their best to keep up.
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But between the handoffs and the hustle, something crucial gets lost.
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Visibility.
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You might know how many calls your offices are getting, but do you know what happens to each one?

• Are they answered?
• Do they convert to booked appointments?
• Are voicemails being returned—or are they sitting unheard?
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If you can’t answer those questions confidently, you’re not alone. Most DSOs are flying blind when it comes to inbound call performance. And that’s a problem, because missed calls mean missed revenue.
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The Disconnect No One Talks About
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Here’s what we hear from operations leads and DSO executives every week:
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• “We’re running paid campaigns, but I don’t know what’s happening to the leads.”
• “Some of our front desks are crushing it. Others? We don’t even know.”
• “We thought our missed calls were under control—but they’re not.”

The truth is simple: calls are still the number one way patients book.
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If you’re not tracking call outcomes, you’re missing critical data. And if you don’t have a plan to recover lost appointments, you’re leaving money on the table.

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A growth-stage DSO can’t afford misaligned metrics, disconnected systems, or siloed decision-making. Without a shared framework, small inefficiencies compound across every location — eroding performance and slowing expansion. The 90-Day Alignment Roadmap gives you a clear path to unify KPIs, integrate data sources, and create a reporting cadence that drives accountability and speed. It’s not theory; it’s a practical toolkit you can put into action right away to build measurable, scalable growth.

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Get your copy of the 90-Day Alignment Roadmap. No email required.

As CEO of an AI-first company, I believe trust is something we have to earn and keep every day. That’s why privacy isn’t just a feature of Peerlogic. It’s our foundation.

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We didn’t bolt on AI after the fact. We designed our platform from the ground up with one goal in mind: to make AI work for real practices, without ever compromising the people or data behind them.

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That means:

• Your data stays your data. We never train our models on your live conversations. We deidentify all patient data before use and only generate synthetic training data—not scraped calls, reused transcripts, or open-source junk.
• Our models are proprietary and purpose-built. No generic large language models here. Our AI was built in-house, specifically for dental and veterinary workflows.
• No sharing. No selling. No shadow practices. We don’t send your data to third-party providers like OpenAI. We don’t use your recordings to improve anyone else’s model. And we don’t sell your information, ever.

We’re proud to be the only platform in the space using synthetic training data at scale. That’s not just a technical differentiator—it’s a values-based one.

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We also believe in transparency. That’s why every feature we ship is designed with clear opt-in options, HIPAA-conscious workflows, and compliance in mind. From call recording notifications to encryption protocols, nothing is left to chance.

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You’ll never find:

• Voice cloning
• Shadow data scraping
• Models trained on your live patient calls

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You will find:

• A platform designed to help your front office work smarter
• Tools that respect your patients and your staff
• A team that treats privacy like the business-critical responsibility it is

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Our approach to AI is human-centered and privacy-led. It’s not about replacing people, it’s about supporting them. And we believe the only way to do that well is with a platform built on trust, ethics, and real accountability.

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Thanks for trusting Peerlogic.

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We’ll keep earning it.

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Ryan Miller
CEO, Peerlogic

The Reality: Pet Parents Don’t Wait

Today’s veterinary clients expect quick answers and frictionless scheduling. Multiple studies show:

• 24%–28% of all calls to the average veterinary clinic go unanswered—that’s as many as 1 out of every 4 potential appointments lost, especially during busy times or after hours.
• 85% of callers will not call back if you miss their call, and most won’t leave a voicemail—they’ll call a competitor instead.
• Most clinics rely heavily on phone calls: over 90% of appointments are still scheduled over the phone in many practices.

“Even two missed calls a day can mean 40 lost opportunities a month—and most are gone for good.”

The Hidden Cost of Missed Calls

The cost of even a single missed call adds up fast. Here’s what the numbers look like across real clinics:

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• The average small business loses about $126,000 annually due to missed calls—not a small number.
• For each new client lost, the potential value can exceed $10,000 over the pet's lifetime, considering long-term and preventive care.
• Up to 60% of calls go unanswered during the busiest hours if staff are stretched thin.
• Clinics with inefficient phone systems miss out on over $100,000 of recoverable revenue every year—often a conservative estimate.

Pressure on Staff and Practice Reputation

• Staff shortage and multitasking make it almost impossible to answer every call—causing stress and missed connections.
• Missed calls undermine trust and satisfaction: Negative client experiences can damage reputation and result in poor online reviews.
• Nearly 80% of veterinary negligence cases have a communication element—a missed call or message can become a risk factor.

AI-Powered Call Recovery: A Fast Fix

Hiring more people isn’t always feasible, and traditional answering services can be costly and inconsistent. That’s why a growing number of clinics are turning to AI call recovery tools.

How AI Solutions Like “Aimee” Help

• Answer every call, 24/7—including lunch breaks, after hours, or staff busy moments.
• Follow up automatically: Proactively return missed calls and even convert voicemails into bookings, no staff action needed.
• Book in real time: AI assistants can access your scheduling software and confirm appointments on the spot, reducing the phone tag cycle.
• Improve efficiency: One clinic cut missed calls from 25% to under 2% and reduced admin training time by 80%, thanks to AI.
• High ROI: Many practices see an additional $100,000+ in recovered revenue per year, per location.

Results You Can Measure

• 60% reduction in missed calls after system upgrades or implementing AI.
• AI-driven clinics typically recover 20% more appointments and boost client satisfaction by 15%.
• Fewer no-shows: AI receptionists can minimize the “no-show” rate, preventing $50,000+ per year in wasted slots for an average veterinarian.
• Transparent data: Call analytics reveal when, why, and how calls are being missed, so practices can act quickly.

The Bottom Line

Your phones are still the #1 gateway to more appointments, happier clients, and a thriving business. But the cost of missed calls is steeper than most realize, impacting revenue, reputation, and staff wellbeing. AI-assisted solutions now give clinics a simple way to make sure every call is answered, every opportunity is captured, and every pet parent is cared for.

The dental industry is consolidating, but market shifts are changing the rules for those rolling up practices looking to package and exit.

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Consolidation now requires integration across a portfolio to drive the enterprise value needed to move that portfolio to a private equity sponsor.

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‍Five years ago, an operator could get away with packaging up 25–50 practices and turning them over to PE to integrate and optimize. As is typically the case, PE learns that EBITDA growth is in the operations, and operations is hard, therefore shifting the onus to the operator to create value in the portfolio before entertaining the transaction.

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Now, dental operators must be adept at integration across people, process, and technology. No small feat—but to make investors whole, it’s the only way.

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As an institutional investor in B2B vertical SaaS, I see the dental industry going through a common tech consolidation cycle.

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Core systems lead the charge, in this case, Practice Management Software (PMS) becomes the technology backbone of the practice. Then smaller tech solutions flood the market to fill the gaps in the core solution. The stack starts to bloat, raising costs and complexity.

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As in other industries, the tech leaders in the space do a great job of influencing process in the form of “best practices.” The best of them build armies of raving fans (power users) who become the mouthpiece in the practice for the adoption of new solutions. That’s great for the software company—but not always for the business. When an operator decides to roll up practices, this problem compounds, as you now have conflicting opinions about the right solution moving forward.

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The next phase is tech consolidation, which typically looks like a series of M&A transactions led by the system-of-record tech (PMS), trying to roll up smaller solutions into their platform to acquire customers, transition them to their core, and generate the perception of a fully integrated solution. There are varying degrees of success here. But the reality is, most companies are not going to acquire the best-of-breed solutions—those are expensive transactions. And just like the DSOs rolling up practices, tech companies are building enterprise value for their investors. The result is often a half-baked solution that isn’t much more than a customer grab.

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So, what’s the solution?

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First, look at best-of-breed solutions focused on delivering tangible ROI for your portfolio, those that facilitate the consolidation of people and process through a seamless technology experience.

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Second, examine their partner ecosystem. The best companies create deep partnerships that bring together the best of the best across specialized use cases. These partnerships go beyond tech integration. They extend into go-to-market strategy, deploying a value-based model that highlights the levers they can pull in your portfolio, the outcomes of pulling them, and the roadmap to get there. These partnerships often lead to M&A transactions that create outsized outcomes for both stakeholders and customers.

DSOs are at a crossroads when it comes to delivering enterprise value to their investment partners. The only path forward is an integrated portfolio, built on solutions that drive revenue, production, and efficiency across the enterprise—setting the standard for people, process, and technology.

As an investor and operator in Peerlogic, our charge is to serve 1 million patients through our AI-first solutions and deliver $1 billion in incremental revenue for dental practices. We do this through a truly integrated, value-first solution—one focused on meeting the DSO market where they are: building integrated portfolios that deliver enterprise value at the next turn.

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That’s exactly why call tracking matters.

It’s not about surveillance or control. It’s about clarity. When you know what’s happening on the phones, you can better support your team, serve your clients, and keep your schedule full.

What Is Call Tracking?

Call tracking is the ability to see and understand what’s happening with your clinic’s phone activity.

That includes:

• Total incoming calls
• Call volume trends (by time or day)
• Which calls went unanswered
• Which voicemails were returned
• How often calls lead to booked appointments

At Peerlogic, call tracking is built into your phone system—no extra apps, tabs, or reporting tools. The insights are already there, working in the background while your team focuses on patient care.

Why It’s So Helpful in Veterinary Settings

Unlike dental or primary care, veterinary clinics often deal with higher call urgency. When a pet parent calls, it’s not just to schedule a cleaning—it’s often something emotional or time-sensitive.

Your team wants to help. But when the front desk is overloaded, voicemails and missed calls can quietly pile up.

That’s where call tracking makes a difference. It helps your team:

• Spot peak call times and adjust staffing
• Prioritize urgent follow-ups
• Reduce double work (no need to manually log voicemails)
• Focus on care, not chaos

It’s not about doing more. It’s about making what you’re already doing easier and more effective.

Real-Life Benefits for Teams and Clinics

Veterinary clinics using Peerlogic’s call tracking system report more control, less burnout, and stronger client relationships.

Here’s how:

• Team empowerment: Staff know which calls need a response. No more sticky notes or missed voicemails.
• Better client experience: Pet parents feel heard, even if their first call wasn’t answered—thanks to AI-powered text follow-ups.
• Operational insight: Managers can see what’s really happening at the front desk and make informed adjustments.

Many clinics also find they’re able to recover lost revenue simply by following up more consistently. It’s not about pushing more appointments—it’s about not losing the ones already calling.

What Call Tracking Looks Like in Practice

With Peerlogic, there’s no complicated dashboard to learn. You get:

• A simple view of your daily call volume
• Instant access to which calls were missed
• Built-in tools to follow up (automatically or manually)
• Optional AI support that texts clients who didn’t reach a human

If a client calls to reschedule a vaccine or refill a medication and nobody’s available, the system makes sure they still get a response. No dropped balls. No lost trust.

How to Get Started

1. Talk with your team. What’s the current process for missed calls and voicemails?
2. Identify the gaps. Are voicemails being returned quickly? Do you know how many are missed daily?
3. Enable tracking. With Peerlogic, this happens automatically as part of your phone setup.
4. Review and adjust. Use the data to guide small improvements—more support at peak times, faster follow-ups, or even automated messages for common requests.

Final Thought: Tools That Help You Do What You Do Best

Call tracking isn’t about doing more, it’s about doing better, with less stress.

Your team wants to deliver a great experience. Your clients want to feel supported. Your practice wants to grow sustainably.

Call tracking helps all of that happen, one small insight at a time.

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‍This ebook aims to help DSOs navigate portfolio expansion in 2025/2026 with confidence and data-driven insights. The global dental services market reached $457.5 billion in 2023 and is forecast to exceed $788.8 billion by 2033, growing at a 5.6% CAGR.

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U.S. dental spend alone rose to $174 billion in 2023, up 2.5% from theprevious year.Cosmetic, preventive, and tech-enabled care are now essential growth drivers—not fringe services.Meanwhile, DSOs are absorbing more practices than ever. With scale comes complexity, and expectations of operational maturity.

Consolidation is up, but so is competition. Patients are acting more like empowered consumers than passive recipients. They have options, tools, and review platforms at their fingertips. They are not loyal by default.

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DSOs must evolve from acquisition engines to experience-driven organizations.

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Revenue growth will increasingly depend on your ability to:

• Deliver consistent patient journeys across every location
• Enable performance from the front desk to the executive suite
• Use automation to drive both efficiency and personalization
• Build a brand that earns loyalty, beyond price or proximity

Where will growth come from in 2025 and 2026? Download our e-book to find out.