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From Peerlogic

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.

That’s where call tracking comes in.

Call tracking isn’t just about logging missed calls. It’s about making phone interactions visible, actionable, and easy to manage—so your team can do their best work and your practice can grow with less guesswork.

What Is Call Tracking?

Call tracking refers to the process of monitoring, analyzing, and responding to phone activity in your practice. At its most basic, it tells you:

• How many calls you’re getting
• When they’re coming in
• Who answered (or didn’t)
• What the call was about

But modern systems go a step further. They capture real-time call data, flag important voicemails, and even automate follow-up with tools like AI text-back, ensuring patients get a response even if the front desk is busy.

Why It Matters in a Dental Setting

Dental front desks are often overwhelmed. Calls come in while staff are checking in patients, verifying insurance, or dealing with no-shows. Even the most experienced team can’t catch every ring.

But those missed calls matter.

Behind every unanswered phone call is a potential new patient, an urgent scheduling need, or a loyal patient needing help. Without a system to track and follow up on those calls, it’s easy for opportunities to quietly slip away.

With call tracking in place, you gain visibility into:

• Peak call times (to staff more effectively)
• Call-to-appointment conversion rates
• Voicemails or hang-ups that need attention
• Real-time volume and response patterns

It’s not about monitoring—it’s about enabling.

How It Helps Your Team (Not Just Your Numbers)

A common worry is that call tracking feels like micromanagement. But the right approach supports your front office, not scrutinizes them.

Here’s how:

• Less guesswork. When calls are automatically logged and prioritized, staff don’t have to dig through voicemails or remember who to call back.
• Clearer workflows. Your team knows exactly what needs attention and when. Fewer balls get dropped, and stress levels go down.
• Faster follow-up. AI assistants like Aimee can send a friendly text to patients right after a missed call—keeping the line of communication open even if your team is tied up.

In other words: the phone works for your team, not the other way around.

Real-World Impact

Dental practices using Peerlogic typically uncover patterns they never knew existed—like consistently high call volumes between 8–9 AM or certain staff members closing more appointments due to better phone technique.

And in terms of results:

• Practices recover an average of $1,500–$2,000 per week in appointments tied to previously missed calls.
• Call-to-appointment rates improve when staff have better tools and clearer insights.
• Patient satisfaction increases, simply because people feel heard and helped faster.

Getting Started Is Easier Than You Think

You don’t need to change your whole tech stack or retrain your entire team. Peerlogic’s phones have call tracking built in—along with AI-powered follow-up tools and reporting that’s easy to understand at a glance.

Here’s what to do next:

1. Start with a baseline. Look at your current missed call volume, if you track it. If not, we can help.
2. Define your goals. Want to reduce missed calls? Speed up follow-up? Boost conversion rates? Set a clear target.
3. Turn on call tracking. With Peerlogic, it’s part of the system—not a bolt-on.
4. Use the data. Check your dashboard weekly. Are follow-ups happening? Are calls being returned? Use what you see to inform small, smart changes.

Call tracking doesn’t solve everything. But it makes what you’re already doing more effective. It helps your team feel more in control, your patients feel more cared for, and your business more sustainable.

Because the truth is: your phones already tell a story.

Having a superior patient experience isn’t just a nice-to-have. It’s the difference between a booked appointment and a missed opportunity.

Today’s patients expect clarity, and convenience, and they expect immediately. They want answers fast, reminders that don’t interrupt their day, and the freedom to communicate on their terms.

The takeaway: the best way meet the myriad of (expanding) patient needs is to do so through text.

The data back it up: patients overwhelmingly prefer text-based communication for everything from scheduling to follow-ups. It’s faster, easier, and puts them in control.

The best front-office systems are meeting that need. Not with voice bots or ticketing systems, but with conversational AI built around how people actually behave, supported by real humans.

Here's what else patients are looking for, according to the data.

1. AI That Listens and Learns, Not Just Talks at People

The power of good conversational AI isn't in replacing your front office. It’s in capturing what patients say, why they say it, and what needs to happen next.

Up to 30% of new patient inquiries go unanswered because of missed or mishandled calls.
One in three patients will not call back. That’s lost revenue that never hits your schedule.

AI built to understand, not just react, helps teams:

• Recognize common questions and concerns
• Follow up with the right patients at the right time
• Turn more calls into booked appointments

2. Voice AI Is Failing the Patient Experience

Most voice bots aren’t designed for empathy. They’re designed to deflect.

Seventy-nine percent of consumers prefer a human for healthcare questions.
Voice bots consistently score lowest in patient satisfaction across all channels.

Healthcare is personal. Patients want to be heard. And that starts with real conversation.

3. Texting Isn’t Just Easier. It’s What Patients Prefer

Here’s where AI can actually enhance the experience. When used correctly, it supports fast, frictionless communication.

Eighty percent of patients say they prefer texting for appointment reminders and updates.
Practices that use intelligent SMS workflows report over 25 percent higher confirmation rates.

Texting isn't impersonal. Poor automation is. When integrated into the right workflow, text becomes a natural extension of your practice.

4. Insights That Drive Real Action

The best conversational AI doesn't just automate. It informs.

With the right platform, teams gain visibility into:

• Call trends and communication breakdowns
• No-show patterns and missed opportunities
• Patient behavior and follow-up needs

Practices using conversation-level insights are reducing no-shows by up to 20 percent and recovering revenue without adding staff.

When AI helps your team connect, follow up, and improve communication in ways patients actually value, everyone benefits. It's not about replacing your people. It's about giving them the tools to do their jobs better.

If you're ready to stop automating for automation’s sake and start connecting in ways that matter, it's time to rethink what AI can do.

Close the Loop. Reopen the Conversation.

Texting isn’t just for reminders. It’s your biggest re-engagement channel hiding in plain sight.

In today’s patient journey, text is the gateway, not the destination. It opens the door for appointment confirmations, reschedules, follow-ups, and most importantly: revenue recovery.

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That’s where predictive analytics comes in.

Instead of only reviewing past performance, predictive tools help you anticipate patient behavior, optimize your schedule, and make smarter decisions for the future.

What Are Predictive Analytics?

Predictive analytics uses historical data and algorithms to forecast what’s likely to happen next. In a dental setting, that means you can:

• Spot which patients are likely to no-show or cancel
• Forecast treatment acceptance
• Fill your schedule faster—with the right patients at the right time

Why It Matters

When you can predict outcomes, you don’t just react—you lead.

Practices that use predictive analytics stay one step ahead:

• They reduce no-shows before they happen
• They close more treatment plans
• They improve revenue and resource planning with less guesswork

Where to Start

You don’t need a data science degree to put predictive insights into action. Here are three ways to begin:

1. Forecast No-Shows

Analyze patterns to see which appointments are most likely to cancel. Once identified, you can:

• Add personalized reminders
• Double-confirm key time slots
• Fill gaps using a short-notice list

2. Predict Treatment Acceptance

Look for trends that show which patients tend to delay or decline treatment. Then adjust how you follow up:

• Use targeted education
• Reinforce benefits in plain language
• Provide visuals that build confidence

3. Improve Hygiene Reactivation

Not all inactive patients are equally likely to return. Use predictive tools to prioritize outreach to those who are—and watch your hygiene schedule fill up with less effort.

A Simple First Step

Pick one metric to focus on—like no-show rate or unscheduled treatment value. Track trends weekly and ask: “What can we adjust now to improve next week’s outcome?”

The Bottom Line: Predictive analytics makes your data work harder—so you don’t have to. It’s a simple shift that leads to smarter growth, more efficient schedules, and better care experiences across the board.