Company Spotlight: Aspen Dental

• Name: Aspen Dental
• Locations: 536
• Founded: 1964
• Birdeye Customer Since: Dec 2015
• Products Used: Reviews

The Challenge Aspen Dental, a multi-location dental practice with over 800 locations across the United States, embarked on a mission to provide comprehensive dental care to a wide patient base. With rapid nationwide expansion, the challenge was to establish a strong online presence and reputation for each new office through review generation and marketing. They aimed to amplify patients' voices and become discoverable in online searches for affordable dental care.

Goals

• Consistently receive new dental patient reviews.
• Promote these reviews across the web.
• Implement solutions without disrupting existing processes.
• Acquire more patients for each new office.

The Outcome Through seamless integration of Birdeye into their existing practice management systems, Aspen Dental achieved remarkable results within three months:

• Over 4x more Google reviews, more than 2x on Facebook.
• Established a solid online reputation for their 500+ private practices.
• Improved the patient experience, leading to an average nationwide rating increase from 3.8 to 4.0 stars based on over 38,000 reviews.

Challenges Faced

Receiving High Volume of Patient Feedback: Aspen Dental, committed to superior customer service, was expanding rapidly, opening 55 new practices per year. Each new office needed to establish a strong online presence and positive reputation to build a patient base. This required generating a high volume of new reviews. They sought an efficient way to receive more reviews without disrupting day-to-day operations

Engaging Less Tech-Savvy Patients: Many patients were not active online users, resulting in their positive experiences going unshared. Aspen Dental needed to encourage patients to share their experiences on Google and Facebook, manage vast quantities of feedback efficiently, and integrate this into their workflow seamlessly.

The Solution: Automated Review Process

Aspen Dental integrated Birdeye into their practice management systems, automating the review generation process. Tens of thousands of text messages were sent each month, triggered automatically by customer check-ins. These in-moment requests also prompted the promotion of positive reviews across top sites. This streamlined process allowed each Aspen Dental office to establish a positive online presence through automated review management.

Achieving Remarkable Results

Aspen Dental's commitment to patient feedback led to significant improvements:

• Aspen Dental quadrupled its Google review count in less than three months.
• Total Facebook reviews more than doubled.
• The nationwide average rating increased from 3.8 to 4 stars, building trust and drawing in new patients.

In partnership with Birdeye, Aspen Dental transformed patient acquisition by harnessing the power of automated reviews and enhancing their online reputation.

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