A dental DSO running three Dentrix-anchored offices was leaking recall revenue and burning front-desk hours on insurance verification. SynergyIQ designed a custom automation layer that read and wrote against Dentrix without replacing it — recovering revenue, freeing staff time, and giving leadership a unified view across all three locations.
Client name withheld per HIPAA and confidentiality. Metrics independently verified at engagement end.
Like most multi-location dental groups, this DSO was sitting on a quietly massive recall problem. Industry benchmarks put 25-40% of an established practice's active patients past due for hygiene at any given time — and that's exactly what we found in their Dentrix data. Continuing-care reports were being pulled by hand, postcards went out once a quarter, and follow-up was inconsistent across offices.
Insurance verification was the second leak. Front-desk teams were spending 15-25 hours per week per office calling payers, logging into portals, and re-keying eligibility into Dentrix. Same-day adds and last-minute schedule changes routinely fell through the cracks, leading to write-offs and patient frustration at check-in.
And nothing was tracked end-to-end. Recall outreach wasn't closed-loop, treatment plan acceptance wasn't a measurable pipeline, and leadership had no shared view of how the three locations compared on the metrics that actually move revenue.
The DSO didn't need a new PMS. They needed Dentrix to do the things Dentrix doesn't do well — and to do them consistently across three offices. We built a read/write integration via Dentrix ODBC that treats Dentrix as the system of record while a thin C# automation service handles outreach, eligibility, and reporting.
On top of that, we layered a multi-channel recall sequence (text → email → voice fallback), real-time eligibility verification through payer APIs with a screen-scraping fallback for the holdouts, and a unified dashboard that gave the operations director a single pane of glass across all three locations.
Critically, the design assumed that staff and Dentrix workflows stay where they are. Hygienists still chart in Dentrix. The front desk still books in Dentrix. The automation just removes the manual middle steps and surfaces what's falling through the cracks.
Audit current Dentrix data, map front-desk and back-office workflows in each location, identify the specific revenue leak points and quantify them.
Build the recall sequencing engine, eligibility verification bot, and multi-location dashboard against Dentrix ODBC. HIPAA-compliant infrastructure stood up in parallel.
Deploy to one location first with a real patient cohort. Tune sequence cadence, message templates, and edge-case handling based on what actually happened.
Extend to all three locations, train front-desk leads and the operations director on the dashboard, and transition to the ongoing managed-service phase.