Pacific Smiles Group is Australia’s fastest-growing dentist service organisation. The group operates over 120 dental centres nationally and provides more than 900 dentists within these centres with everything they need to grow their practices.
Continue scaling without compromising the dentist or patient experience.
A fast-growing organisation, Pacific Smiles Group wanted to continue to scale and help dentists attract and care for more patients. At the same time, it wanted to personalise the patient experience and make it easier for them to take care of their dental health.
To achieve its goals, Pacific Smiles Group sought to harness data and use AI. However, it needed a solution that met its data residency requirements and protected patient data.
With Data Cloud and the advanced reasoning abilities of Agentforce, Pacific Smiles Group can scale service while also delivering an elevated and personalised experience to every patient.
Data Cloud and Agentforce provide trusted solution for AI.
Pacific Smiles Group has now integrated its data warehouse with Data Cloud, unlocking more data to better support dentists and patients. The group can also start to predict what treatments patients may need or want next and trigger an email via Marketing Cloud to encourage preventative action and support better oral health outcomes.
Hyperforce allows data within Salesforce to be stored locally to satisfy data residency requirements, while the Einstein Trust Layer protects data with added security and privacy controls. These include features like secure data retrieval and dynamic grounding, which have given Pacific Smiles Group the confidence to accelerate its AI journey.
The group is now deploying Agentforce with several use cases planned to improve the speed and scale of service while still enabling a personalised patient experience. The first of these is a service agent that will respond to patient inquiries on the website 24/7. The agent will provide information on treatment options and recommend the nearest locations for an appointment as well as available times for booking.
The Atlas Reasoning Agent—the brain behind Agentforce—will ensure the information provided is accurate, relevant, and grounded in trusted data. With agents able to understand the context and nuances of patient queries, they will also be able to deliver a personalised and human response.
Pacific Smiles Group estimates the service agent could enable patients to find the information they need and book an appointment in as little as one and a half minutes, even for more complex treatments. This could reduce booking times by as much as 80%, providing patients with faster access to care and enabling centre team members to shift away from handling traditional phone bookings to helping dentists grow their practice and support patient care.
Pacific Smiles also anticipates more conversions through the website which will reduce phone inquiries and lower costs to serve.
Additional agents to be introduced in the future will enhance the patient experience by making it easier to make complex bookings and also to cancel or reschedule appointments.
Some of these use cases were previously on Pacific Smile Group’s long-term development roadmap, but with Agentforce, the group will be able to leapfrog what was possible in terms of capability and time to market.
With the advanced reasoning abilities of Agentforce, we can scale service without forgoing the expertise and personalisation we want to bring to every patient interaction.
Alice TelfordGeneral Marketing Manager, Pacific Smiles Group
Marketing Cloud keeps patients returning again and again.
Pacific Smiles Group uses Marketing Cloud to engage patients effectively with multi-channel journeys that drive acquisition and retention. These include a journey to remind patients to book in for their six-month check-up.
The adoption of Marketing Cloud and features like dynamic content have created transformational efficiencies for the marketing team, with time savings equivalent to over 100 workdays annually.
The group is now growing quickly, seeing new and repeat patients for a total of more than one million smiles per year.
The marketing automation, data-driven insights, and operational efficiencies provided by Salesforce have also helped drive a 30.4% increase in patient improvements while improving the overall patient journey.
Improved data and self-service help dentists grow their practices.
Pacific Smiles Group seeks to provide dentists with all the resources they need to grow their practices. Service Cloud helps by streamlining administration and automating workflows, such as updating the treatment types offered by dentists on the group’s booking engine.
Dentists can update their information and trigger workflows in Service Cloud through a self-service portal built on Experience Cloud.
In the future, Pacific Smiles Group could use the portal to provide dentists with access to insights from Data Cloud. For example, it could surface dashboards to identify opportunities for dentists to expand their expertise and diversify the care they provide, ensuring they continue to meet the evolving needs of their patients and community.
The group is working alongside Salesforce consulting partner Skie to deliver this and other enhancements to the dentist and patient experiences. These will include a number of new ways to use Agentforce.
“We are just starting to unpack the opportunities that Agentforce provides and have five use cases already lined up. Now, it is just a matter of how quickly we can move as an organisation to scale the benefits,” said Telford.
