Runbook
Tasks tonight1,284
Result
Harbour Dental
Reminders by text, a reply to reschedule, the diary refilled from the waiting list.
- −62 %missed appointments
- Support
- 2026
Result
Harbour Dental
Reminders by text, a reply to reschedule, the diary refilled from the waiting list.
- −62 %missed appointments
- Support
- 2026
Result
Harbour Dental
Reminders by text, a reply to reschedule, the diary refilled from the waiting list.
- −62 %missed appointments
- Support
- 2026
The result · Result 01 / 06
−62 % missed appointments−01234567890123456789 %
missed appointmentsThe story
Reminders by text, a reply to reschedule, the diary refilled from the waiting list.
Three practices, 11 chairs, and a front desk that spent its mornings on the phone. Reminders now go out 48 and 3 hours before each appointment; a one-word reply moves the booking and the gap is offered to the next person on the recall list. Missed appointments fell from 9.4 % to 3.6 % in the first quarter, and the desk answers the phone on the second ring.
- Client
- Harbour Dental
- Sector
- Clinics
- Workflow
- Support
- Year
- 2026
What wewired.
- 01Week 1
Mapped the week
We sat with the people who do the work and drew every hand-off on one whiteboard: where a record is typed twice, where a reply waits, where a spreadsheet is rebuilt.
- 02Week 2
Wired the trigger
The workflow starts from the event the team already produces: a booking, a closed job, a form, a payment. Nobody has to remember to press anything.
- 03Week 3
Built the steps
Each step reads from the client's own systems and writes back to them under their own logins. Every run leaves a line in the log.
- 04Week 4
Ran it beside the team
Two weeks in parallel with the old way: the numbers were compared every morning, the edge cases added, and then the manual path was switched off.
Beforeand after.
- Admin hours a week
- Before: 38 h01234567890123456789 h
- After: 11 h01234567890123456789 h
- First reply
- Before: 2 days0123456789 days
- After: 4 min0123456789 min
- Records typed by hand
- Before: 100 %012345678901234567890123456789 %
- After: 0 %0123456789 %
In the client's words“Our front desk used to start the day with 40 reminder calls. Now it starts with patients. Missed appointments are down by two thirds and nobody on my team touched a spreadsheet to get there.
The result · Result 01 / 06
−62 % missed appointments−01234567890123456789 %
missed appointmentsThe story
Reminders by text, a reply to reschedule, the diary refilled from the waiting list.
Three practices, 11 chairs, and a front desk that spent its mornings on the phone. Reminders now go out 48 and 3 hours before each appointment; a one-word reply moves the booking and the gap is offered to the next person on the recall list. Missed appointments fell from 9.4 % to 3.6 % in the first quarter, and the desk answers the phone on the second ring.
- Client
- Harbour Dental
- Sector
- Clinics
- Workflow
- Support
- Year
- 2026
What wewired.
- 01Week 1
Mapped the week
We sat with the people who do the work and drew every hand-off on one whiteboard: where a record is typed twice, where a reply waits, where a spreadsheet is rebuilt.
- 02Week 2
Wired the trigger
The workflow starts from the event the team already produces: a booking, a closed job, a form, a payment. Nobody has to remember to press anything.
- 03Week 3
Built the steps
Each step reads from the client's own systems and writes back to them under their own logins. Every run leaves a line in the log.
- 04Week 4
Ran it beside the team
Two weeks in parallel with the old way: the numbers were compared every morning, the edge cases added, and then the manual path was switched off.
Beforeand after.
- Admin hours a week
- Before: 38 h01234567890123456789 h
- After: 11 h01234567890123456789 h
- First reply
- Before: 2 days0123456789 days
- After: 4 min0123456789 min
- Records typed by hand
- Before: 100 %012345678901234567890123456789 %
- After: 0 %0123456789 %
In the client's words“Our front desk used to start the day with 40 reminder calls. Now it starts with patients. Missed appointments are down by two thirds and nobody on my team touched a spreadsheet to get there.
The result · Result 01 / 06
−62 % missed appointments−01234567890123456789 %
missed appointmentsThe story
Reminders by text, a reply to reschedule, the diary refilled from the waiting list.
Three practices, 11 chairs, and a front desk that spent its mornings on the phone. Reminders now go out 48 and 3 hours before each appointment; a one-word reply moves the booking and the gap is offered to the next person on the recall list. Missed appointments fell from 9.4 % to 3.6 % in the first quarter, and the desk answers the phone on the second ring.
- Client
- Harbour Dental
- Sector
- Clinics
- Workflow
- Support
- Year
- 2026
What wewired.
- 01Week 1
Mapped the week
We sat with the people who do the work and drew every hand-off on one whiteboard: where a record is typed twice, where a reply waits, where a spreadsheet is rebuilt.
- 02Week 2
Wired the trigger
The workflow starts from the event the team already produces: a booking, a closed job, a form, a payment. Nobody has to remember to press anything.
- 03Week 3
Built the steps
Each step reads from the client's own systems and writes back to them under their own logins. Every run leaves a line in the log.
- 04Week 4
Ran it beside the team
Two weeks in parallel with the old way: the numbers were compared every morning, the edge cases added, and then the manual path was switched off.
Beforeand after.
- Admin hours a week
- Before: 38 h01234567890123456789 h
- After: 11 h01234567890123456789 h
- First reply
- Before: 2 days0123456789 days
- After: 4 min0123456789 min
- Records typed by hand
- Before: 100 %012345678901234567890123456789 %
- After: 0 %0123456789 %
In the client's words“Our front desk used to start the day with 40 reminder calls. Now it starts with patients. Missed appointments are down by two thirds and nobody on my team touched a spreadsheet to get there.
Book a call
Tell us what eats your week. We'll automate it.
Pick what fits. On the call we map the first workflow, the tools it touches and the week it goes live.
Book a call
Tell us what eats your week. We'll automate it.
Pick what fits. On the call we map the first workflow, the tools it touches and the week it goes live.
Book a call
Tell us what eats your week. We'll automate it.
Pick what fits. On the call we map the first workflow, the tools it touches and the week it goes live.