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Case study • ticketing + phone system for a chain of 14 dental practices (Poland)

Smile Institute — integrated ticketing and phone system for 14 dental practices

Smile Institute is a fast-growing chain of dental practices. As the chain expanded, the rising number of calls made it hard to respond quickly to patients — missed calls meant lost appointments, an overloaded reception and no control over communication between practices. Debesis combined telephony and request handling in one central environment that handles more than 5,500 calls a month.

Industry: dental care · chain of medical practices
Scale: 14 practices, 5,500+ calls/month
Solution: ticketing + phone system (integrated)
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Smile Institute

A chain of dental practices in towns including Chełm, Garwolin, Janów Lubelski, Kraśnik, Lubartów, Opole Lubelskie, Poniatowa, Płońsk, Skierniewice, Sochaczew, Zwoleń and Łowicz. Currently 14 practices in one Debesis system.

Dental care Chain of practices Call center Telephony Ticketing
Chain of practices
14 practices
Contact volume
5,500+ calls/month
Missed calls
−25%
Request handling time
−20%
Project summary

Telephony and ticketing in one system — no more working across several tools

Smile Institute used to work in parallel on a phone system and a separate system for tagging requests. Two tools, two logins, two contexts — in practice agents had to copy information by hand, which slowed handling and lost context.

Rolling out the Debesis ticketing system integrated with the phone system created one shared service environment for the whole chain — while keeping each practice’s own phone number.

Result: −25% missed calls, −20% request handling time, a central team of 6 plus 13 practice receptions in one system, handling more than 5,500 calls and 4,000 requests a month.

About the customer

Smile Institute — a growing dental chain

Smile Institute is a fast-growing chain of dental practices that keeps adding new locations. The Debesis system currently serves 14 practices spread across central and eastern Poland — including Chełm, Garwolin, Janów Lubelski, Kraśnik, Kruszewnia, Lubartów, Opole Lubelskie, Poniatowa, Płońsk, Skierniewice, Sochaczew, Zwoleń and Łowicz.

As the chain grows, it needs a unified communication infrastructure, which keeps each practice’s identity (local phone numbers) while serving patients centrally — with full visibility of workload, contact history and request statuses.

Challenge

Phone system and tagging in separate tools — no central view

Before Debesis, Smile Institute used two independent systems in parallel: a phone system and a separate request tagging system. This forced staff to work in several tools at once, which slowed handling and made communication hard to manage.

The lack of a central system caused concrete operational problems:

  • Poor control over missed calls — a lost call can mean a lost appointment.
  • Scattered patient information and contact history — context in one system, action in another.
  • Overloaded receptions at individual practices — no balancing of calls between practices.
  • Limited reporting and analysis — fragmented data makes management decisions harder.
  • Difficulty managing phone traffic between the call center and the practices.

A further challenge was keeping each practice’s own phone number while creating a central patient service model — and building infrastructure ready for more practices.

Solution

Integrated ticketing and phone system — one workspace

Debesis rolled out integrated ticketing connected to the phone system, which became the central communication environment for the whole Smile Institute chain.

The new solution made it possible to create a consistent service model for all practices without changing the phone numbers of individual practices. Patients still call their chosen practice, but the call is handled in one shared system.

The system is configured so that calls go first to the central service team. When the line is busy, calls can be passed automatically to the relevant practice, which reduces missed contacts and speeds up patient registration.

Features rolled out:

  • Logging of all calls inbound and outbound.
  • Requests from missed calls — a call-back ticket is created automatically.
  • Queuing and smart call routing between the call center and the practices.
  • Request statuses — full visibility of each case’s stage.
  • Team reporting and analysis — dashboards, statistics, KPIs.
  • Request tagging by patient type and appointment type.
  • Day-to-day management of phone system settings and user permissions.

With telephony integrated into request handling, agents have full access to contact history and case statuses without working in several separate tools. The system supports the daily work of a 6-person central service team and 13 practice receptions, giving the whole chain a consistent communication model.

Results

Centralised, fewer missed calls, faster handling

Debesis let Smile Institute organise and centralise patient service for every practice in the chain.

Key figures after go-live:

  • 14 dental practices served
  • More than 5,500 inbound calls a month
  • About 4,000 requests a month
  • A 6-person central service team
  • 13 practice receptions working in one system
  • Centralised communication for the whole chain

Main results:

  • Up to 25% fewer missed calls thanks to smart call routing
  • Request handling time down by about 20%
  • Several times faster access to contact history and request statuses
  • Less manual work, with telephony and requests in one system
  • Fewer tools — down to one central environment
  • Faster patient registration and smoother handling of several thousand contacts a month
  • Full control of communication history and requests
  • Easier reporting and analysis of team performance
  • Central management of communication for all practices
14 practices, more than 5,500 calls and about 4,000 requests a month in one Debesis system

“Working with Debesis has gone very well, both during the rollout and in daily work with the system. The software meets our expectations — it gives us plenty of data, statistics and reports that genuinely support patient service management and help us analyse the team’s work. As a result we have more control over calls, requests and service performance at each practice.

We also value that the system brings order to daily communication and reduces work across several tools at once. In practice this means better organisation, faster access to information and easier monitoring of current cases.

Support from the team at Debesis is also very important to us. At every stage we can count on help, commitment and a flexible approach to our needs. Communication with the company is very good — fast, specific and hassle-free. We fully recommend Debesis as a partner that not only provides a functional tool but actively helps the customer use it effectively.” (translated from Polish)

— Smile Institute
Summary

Infrastructure ready for further growth

With Debesis, Smile Institute moved from a scattered, multi-tool service model to a centrally managed communication environment that supports several thousand contacts a month on one infrastructure.

The solution was built with the further growth of Smile Institute in mind and makes it easy to add new practices to the existing infrastructure, keeping service consistent as the chain grows.

The Smile Institute case shows that integrating telephony with ticketing is not just about saving agents’ time — it is the foundation for scalable patient service in medical chains, where a lost call means a lost appointment.

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