Dedicated to Patient-Centered Care

A high-performing, data-driven, results-oriented approach to digital marketing

BY: JOHN PHAM Sr. Director, Digital Marketing and

For the last few years, the digital marketing team has been busy laying the foundation to create scale and efficiency across all digital platforms supporting the Pacific Dental Services, Smile Generation and local office (supported practices) brands. This includes everything along the digital patient experience journey from websites, email campaigns, text messages, online appointment scheduling, paid media and reputation management. Our mission: to meet consumers where they are.

We are making it easier than ever for patients and potential patients to find our supported practices through organic search terms to optimize functionality across search engines at a lesser cost to the organization. Additionally, we launched an enhanced a search tool on our websites to provide expanded data of what customers are searching for so we can create more tailored content. This resulted in a 23% year-over-year increase in local office site visits in 2022.

Once they do find a supported practice, we are streamlining the digital experience to enhance each interaction along their digital journey. From the email campaigns they receive featuring Mouth-Body Connection® education, appointment and treatment follow-up reminders and fundraising efforts, to online appointment scheduling, we are influencing and supporting the way patients engage with us. The data-driven content and delivery strategies resulted in a 48% increase in email open rates in 2022.

We connected Salesforce Marketing Intelligence with operational data so we can now measure key metrics such as Appointments Made, Appointments Showed, Show Percentage and Cost-per-Appointment, all important for understanding ways to improve the business health of each supported practice. Additionally, we reduced the cost-per-lead by 17.6% and the cost-per-appointment by 24.9%, ultimately saving local offices $1.5 million last year.

On the reputation management front, we have increased Google My Business (GMB) reviews by 77% by sending text message invitations to our patients following their appointments and increased star ratings by 6%. GMB helps establish and build trust between patients and local offices as consumers are more likely to trust a peer’s opinion rather than a business. If you don’t believe us, just read what a few of our Healthier, Happier Patients® are saying about you.

"I can’t be any happier with the services rendered to me and my daughter. Danielle and Dr. Rolle were able to get my two-year-old to do a ‘big girl’ cleaning. Their calm demeanor made the visit smooth and went a step further when Haley made her a balloon animal." - Tranesha S.

"Tooth infections aren’t fun especially when traveling for work. Reno Smiles Dentistry and Orthodontics got my treatment started and shared the results with my Tucson office for future treatment. Best service, caring and efficient." - Myrna O.

I’ve been through the gamut of dentists over the years, but I finally found my dental home. Dr. Baydoun and her staff are very professional, experienced and very welcoming. She listened to all my concerns and addressed each question with precision and solid information. This has been the best dental experience I’ve ever had." - Jesenia G.