The Challenge
As the business grew, they faced a growing number of calls which required a corresponding increase in call center employees. In addition, they wanted a more modern approach to booking appointments that aligned with their patient demographics. The situation wasn’t sustainable nor scalable. “We knew we needed to shift scheduling interactions from phone calls to text,” Mr. Messer explained.
Solution: TrueLark AI
Derm Specs first learned about TrueLark at an industry event, where a current TrueLark client—the co-founder of a multi-location dental practice—recommended it. “TrueLark received high praise from current users, and the existing integration with our EMR, eCW, was a huge plus,” noted Mr. Messer. TrueLark, as a full-service AI platform, came equipped with a comprehensive suite of features designed for multi-location medical practices. For Derm Specs, the TrueLark team optimized existing capabilities to precisely address their unique requirements:
Enhanced Provider-Based Scheduling
TrueLark configured its robust scheduling system to allow patients to request specific dermatologists, with the AI matching these requests to appropriate providers and locations.
Extended Availability Search
The team expanded the search window to 180 days, building on TrueLark’s flexible appointment search functionality. This maximized patient convenience and reduced wait times.
Customized Messaging Workflows
TrueLark tailored its messaging system to deliver targeted post-booking instructions for new patients and specialized reminders for returning patients, enhancing the overall patient communication experience.
Optimized Call Handling
TrueLark also built custom “re-engagement” triggers for dropped calls, utilizing the platform’s existing call management features. This ensured a seamless booking process without the need for patients to rejoin call queues.
Centralized Communication Hub
Lastly, TrueLark leveraged its multi-location capabilities to create a unified communication system, enabling Derm Specs to use a single phone number across 53+ locations. Because the TrueLark team optimized key features of the platform, Derm Specs was able to transform their patient communication and scheduling processes as they had envisioned.
The Results
Since adopting TrueLark, Derm Specs has achieved impressive results, booking over 18,000 appointments, including 5,000 from new patients. This success has significantly reduced inbound call volume, streamlining operations and freeing up resources. Additionally, 24/7 access to booking has proven valuable, with approximately 20% of patients using the book-by-text system outside of business hours.
The TrueLark platform has also enhanced the patient experience by catering to diverse booking preferences. “Patients appreciate how easy it is to use,” Mr. Messer noted. “Many have saved the number for future bookings, eliminating the need to call or visit our website.” TrueLark’s text-based booking system has been particularly popular among younger patients and is also gaining traction with those in their 40s and 50s. “Some patients don’t want to talk to people,” Mr. Messer observed, emphasizing the platform’s alignment with patient needs.
Furthermore, TrueLark has made life easier for the Derm Specs’ staff. Call center teams handle fewer incoming calls, allowing them to focus on higher-value tasks and improving overall efficiency. The reduced call volume has helped alleviate workload pressures, ensuring that both staff and patients benefit from a smoother scheduling process.
Convenient Booking Aligns with Brand Strategy
Derm Specs’ commitment to accessibility is reflected in their choice of ground-floor offices and extended hours, making it easy for patients to access care at their convenience. Alongside these features, Derm Specs incorporates their centralized text-to-book phone number as part of their branding strategy, creating a seamless experience across locations. This unified approach reinforces their patient-first ethos, simplifies scheduling, and strengthens patient relationships, promoting repeat bookings and enhancing brand trust.
Return on Investment
TrueLark has proven to be a powerful cost-saving tool for Derm Specs by significantly reducing call center workload. Mr. Messer estimates that Derm Specs sees a net positive impact of approximately $3,000 in monthly savings after accounting for TrueLark’s costs—a number expected to grow with the addition of new locations.
TrueLark’s easy-to-use, patient-friendly text scheduling is becoming an integral part of Derm Specs’ growth strategy, creating a frictionless pathway for more patients to access care quickly and confidently.
Looking Ahead: Continued Integration and Expansion
As Derm Specs continues to grow, TrueLark will remain a key player in their strategy to provide quality dermatology care without scheduling headaches. Mr. Messer confirmed that every new office will include TrueLark as part of its core technology stack, supporting their mission of accessible and friction-free dermatology care.
Solution Highlights
- 18,000 appointments booked: Including 5,000 new patients
- $3,000 monthly savings: Due to improved labor efficiency
- Improved patient experience: Patients appreciate the convenience of text booking
- Increased staff satisfaction: Smoother workflow and lower call volume
- 24/7 booking availability: Approximately 20% of bookings occur after hours
Final Thoughts
Derm Specs’ centralized use of a single TrueLark number for all scheduling showcases their innovative approach to patient care. By removing barriers to access and embracing cutting-edge technology, Derm Specs exemplifies how medical practices can increase operational efficiency, revenue, and client satisfaction. Moreover, the TrueLark team’s ability to configure the platform to meet the complex requirements of large, multi-location medical practices ensures seamless support for Derm Specs as it continues to scale.
