Altogether Dental
CASE STUDY

Altogether Dental was founded in 2021 with the mission to make dental care more affordable and accessible to everyone. Recognising the high costs of dental care and the limitations of traditional insurance, the company has made it their mission to shake up the industry and create a dental care system that everyone can use and afford.

As Altogether Dental expanded, they needed a phone system that could effortlessly handle their evolving requirements.

Their challenge was to find call centre software that provides comprehensive insights that could support the work of multiple remote teams and phone numbers, as well as allow them to experiment with IVR options.

In short, they needed a flexible and intuitive solution for team configuration and actionable insights into their phone operations to easily make data-driven, strategic business decisions.

Cordless enabled Altogether to set up customised call journeys for each of their phone numbers, supporting their current team and service setup.

More importantly, the flexible call journey builder, combined with IVR Routing and Abandoned Call Insights, provided Altogether Dental's Co-Founder, Josiah, with full visibility into which IVR options callers tended to choose and at what stages of the call journey customers dropped off.

This allowed Altogether Dental to experiment with their setup and, as a result, make better data-driven decisions and continually optimise their customer experience.

For even richer data, Altogether Dental make daily use of Cordless’ automatic call transcription and voicemail service.

The implementation of call transcripts and call summaries into their customer service operations has transformed the process of reviewing customer interactions, making it quicker and clearer:

Conversation intelligence features in Cordless provide a concise yet comprehensive context for each interaction, giving a clear, complete picture of what was said. This saves CS managers hours of listening to call recordings. The transcripts are fully searchable and synchronised with the audio player, making it easy to pinpoint areas for improvement. The precision commenting feature also allows for clear communication with team members.

By using Cordless Keyword Tracker, Altogether Dental is able to automate transcript analysis further and focus on critical business issues, such as reducing churn. The tool enabled them to identify potential risks swiftly by automatically tracking and tagging calls that might indicate customer dissatisfaction or intent to leave.

The Keyword Tracker allows Altogether to streamline their operations by automatically differentiating existing customer interactions from calls with potential prospects, and distributing all future communications with these contacts to the relevant teams in the most efficient way possible.

To meet Altogether Dental's need for greater visibility into its remote teams' activity and performance, Cordless released a dashboard dedicated to agent performance and detailed analytics of missed calls.

Missed call data helps Altogether Dental understand why certain calls were not answered. By investigating these calls, they can determine what happened and take strategic action.

With Cordless, Altogether Dental were able to improve their customer service operations by gaining greater visibility into their call journey metrics, conversation data, and agent performance.

They are now able to make more proactive, data-driven decisions and optimise their service with the help of Cordless’ actionable Insights dashboard, automated call transcription, and AI-based features including Keyword Tracker.