sample_diagnosis · sample · customer_ops
Dental Clinic Intake Agent
tier_02 · prototype · 7 days from input to prototype
SAMPLE DIAGNOSIS — This is an illustrative scenario, not a real client engagement. The methodology, reasoning, and build decisions are genuine. The business and metrics are fictional.
// the input
What they sent us.
verbatim · initial submission
New patients call to book and half of them just don't show up. We're losing an hour a day chasing confirmations.
// the diagnosis
What we actually found.
- Booking only by phone — losing patients who can't call during work hours
- No automated reminder workflow — confirmation follow-up falling entirely to front desk
- New patient intake form on paper — staff re-entering data manually after every call
the real problem
Not a no-show problem — a friction problem at booking. Phone-only intake means patients who search online after hours don't convert. Those who book by phone forget without reminders. The front desk was spending an hour a day on calls that automation should handle.
// what we cut
Everything we deliberately didn't build.
| cut item | reason |
|---|---|
| Full practice management integration | 6-week build for a hypothesis that should cost $1,200 to test. Phase 2 if the core works. |
| SMS marketing campaigns | Different problem entirely — acquisition, not conversion. Out of scope for this engagement. |
| Patient portal | Build cost doesn't justify v1 scope. Add if intake agent proves out. |
// what we built
The actual thing.
A WhatsApp intake agent that handles new patient bookings end to end — collects details, sends a 24h reminder and a 2h reminder, and routes the completed intake form to the front desk inbox. No phone call required.
// the outcome