Through our conversations, we've learned:
1
Smile Orthodontics is operating at a 14.5% missed call rate against an internal goal of under 10% — 690 calls going unanswered every month, both during business hours and after hours and on weekends
2
Collections follow-up on $432,000 in outstanding patient AR is inconsistent and largely manual — competing directly with inbound call volume
3
401 appointments are missed or cancelled every month (10.6% no-show / cancel rate) with no automated recovery process in place
4
25% annual agent turnover costs $450,000/year in attrition — a cycle that automation can interrupt through natural seat absorption
The Core Problem
The patient communications team faces a competing priorities problem: inbound call volume is high enough that it's difficult to consistently make outbound calls — which means collections follow-up on $432,000 in outstanding patient AR is inconsistent and largely manual. The current process relies on Location Coordinators and the Revenue team to chase balances, with no automated outreach cadence in place.
Success is measured by four metrics Smile Orthodontics has already defined: appointment conversion rate, AR turnover rate, 90%+ patient satisfaction, and 90%+ call answer rate. None of those can be maximized with the current model — the capacity to do all of it well at scale doesn't exist yet.
Smile Orthodontics' Primary Automation Goals & Objectives
1
Automate outbound collections engagement on outstanding patient AR — with a consistent AI-driven voice and SMS outreach cadence that doesn't compete with inbound call handling
2
Achieve a 90%+ call answer rate by ensuring every inbound call is handled during business hours, after hours, and on weekends — without adding headcount
3
Reduce speed to answer to under 2 rings for patients reaching a live or automated response
4
Recover missed and cancelled appointments (401/month) through waitlist fill, recall, and reminder automation
By Shifting to Automation, Smile Orthodontics Will Be Able To:
✔
Free the patient communications team to focus on high-value interactions — because AI handles inbound volume, outbound collections no longer has to compete for the same bandwidth
✔
Hit the 90%+ answered call rate target without hiring, by ensuring 24/7 coverage across all 12 locations including after-hours and weekends when calls are currently going to voicemail
✔
Run a consistent, automated AR follow-up cadence via voice and SMS on the $432,000 in outstanding patient AR — replacing manual, inconsistent outreach with a reliable process that ensures every aging balance gets touched
✔
Reduce the $450,000 spent annually on agent attrition by absorbing workload through automation rather than continuously backfilling vacant seats
IntelePeer at a Glance
IntelePeer simplifies communication automation for healthcare organizations with proven AI and analytics.
Our platform drives revenue growth, lowers the cost of doing business while improving patient-centric experiences and care.
2003
Founded
300
Employees
$240M+
Raised R&D & GTM
FL
HQ Dania Beach
No hidden fees. No API costs, LLM fees, token charges, or pass-throughs. One flat monthly rate — period.
Healthcare-native. HIPAA/HITRUST-compliant by design. 13+ certifications. Never self-accredited — always 3rd-party audited.
Managed Solutions model. Dedicated team guides design, build, UAT, and go-live. You don't manage a vendor — you gain a delivery partner.
24/7 coverage from day one. After-hours, weekends, overflow — every call is handled. No voicemail. No missed opportunity.
Compliance & Security Certifications
HITRUST CSFHIPAASOC 2 Type IIPCI DSSISO 27001GDPRCCPAFedRAMP ReadyNIST 800-5313+ Total Certifications
All certifications are independently audited and validated by third-party assessors. IntelePeer does not self-accredit.
Visit Our Trust Center →
Visit Our Trust Center →
Trusted by 2,500+ Customers
"IntelePeer's platform allowed us to quickly and easily deploy sophisticated patient engagement solutions that delivered immediate results."
— Geoff Wayne, CEO, Jefferson Dental & Orthodontics
IntelePeer Customer Averages
94%
AI engagement rate
for patient calls
for patient calls
852M+
Patient interactions
automated
automated
3x ROI
Achieved in under
6 months
6 months
1
2
3
4
5
Future Phases (will jointly align on follow on use case prioritization)
A.Patient Recall and/or Waitlist Fills
B.No Show/Cancellation & Recovery
C.Outbound Revenue Generating Activities*
Waitlist fill, appointment reminders, confirmations, marketing campaigns
Waitlist fill, appointment reminders, confirmations, marketing campaigns
D.Campaigns / Pre-Visit Questionnaires / Patient Satisfaction Surveys
What Managed Solutions Includes
🎨
Design, build, test & deploy AI use cases
📊
SmartAnalytics dashboard creation & modifications
🔗
API integration to systems & applications
⚙️
Management of all AI solution components
🔄
Continuous improvement of business processes & outcomes
🚀
Deployment of additional SmartAgent use cases
How We Deliver
Delivery Steps
1
Managed Solutions Kick Off
Week of contract signature. Project team introduced, technical environment confirmed, timeline locked.
2
SmartAnalytics Enabled
Call forwarding enabled within 1 week. Recording, transcription, and intent classification go live — giving your team immediate visibility before any automation launches.
3
Business Rules & Design Sessions
Working sessions with your team to map workflows, exceptions, escalation paths, and integration requirements in Cloud9, GoTo, OrthoFi, and Global Payments.
4
Build, Test, UAT
Automation built per agreed specs. UAT conducted with Smile Ortho team. Sign-off required before production launch.
5
Phased Go Live
Phase 2 (Inbound Appointment Management & FAQs) go live weeks 6–8. Phase 5 (Outbound Collections) following at weeks 10–12. Performance review after each phase.
High Level Delivery Approach — Week by Week
| Phase | Wk 1 | Wk 2 | Wk 3 | Wk 4 | Wk 5 | Wk 6 | Wk 7 | Wk 8 |
| Discovery & Planning |
Kickoff & Enable API Keys
Requirements & Data Flow
|
AI Agent Goals & Boundaries
|
||||||
| Configuration & Build |
SmartAnalytics / Telco Mapping
|
Telco Fwd Cutover
|
AI Agent Design, Development & Configuration
|
|||||
| Data Migration & Integration |
Ledger Review & Scoping
10DLC & Number Mapping
|
Testing
|
||||||
| Training & UAT |
Data & Analytics Development
|
UAT & Soak Testing
|
End User Training & Dashboard Review
|
|||||
| Go-Live & Hypercare |
Go-Live w/ Initial Scope
|
Hypercare & Optimization
|
Review, Tune, Analyze
Ramp to Additional Locations
|
|||||
Contract Overview
✔
Flat, predictable pricing — $12,000/month locked for all 36 months. No ramp surprises, no year-over-year increases.
✔
Self-funding in 6 months or better — automation ROI covers the full cost through recovered revenue and operational savings.
✔
No hidden fees — no API costs, LLM fees, token charges, or pass-through costs of any kind.
✔
Annual payment option — pay annually for an additional 10% savings ($14,400/yr | $43,200 total savings).
Monthly Investment
$12,000
flat rate, all 36 months
Year 1 Total
$144,000
base fee only
36-Month Total
$432,000
locked in, no increases
Monthly Breakdown — All Periods
| Line Item | Qty | Unit Price | Monthly |
|---|---|---|---|
| SmartAgent Automation Base | 5 | $400 | $2,000 |
| Appointment Management w/ Waitlist & Recall | 5 | $350 | $1,750 |
| Analytics 360 | 5 | $150 | $750 |
| Managed Solutions | 1 | $7,500 | $7,500 |
| Payment & Collections (Success-Based) | — | % of collected | Variable |
| Monthly Base Total | $12,000 |
💡
Each SmartAgent includes 2,000 interactions per month. 5 SmartAgents = up to 10,000 monthly interactions included at no additional per-interaction cost. No API fees, no token charges, no overages billed separately.
Pricing locked for all 36 months. No year-over-year increases.
Payment & Collections — Success-Based Fee Schedule
0–30 Days
2%
of collected
31–60 Days
4%
of collected
61–90 Days
6%
of collected
91–120 Days
8%
of collected
120+ Days
10%
of collected
Success-based only — IntelePeer earns a fee exclusively on payments collected through AI-driven outreach. Billed in arrears with full itemized reporting. You pay for results.
⚠ Important Note on ROI Figures
Figures serve as a guide to achieving ROI. Additional ROI comes from appointments booked, offloading call volume from front desk agents, allowing for natural attrition, handling FAQs, collections and/or reduction or repurposed headcount + additional future automation use cases.
Business Case Inputs — Smile Orthodontics
The data below was provided directly by Smile Orthodontics during the discovery process. All ROI model figures below are derived from these inputs. No assumptions were made without explicit confirmation from the Smile Ortho team.
Practice Overview
| Number of Locations | 12 |
| Call Center Agents | 12 |
| Front Desk Staff | 24 |
| Total Agents | 36 |
| Fully Loaded FTE Cost (Annual) | $50,000 |
| Annual Agent Attrition Cost (25% × 9 agents/yr) | $450,000 |
| Primary PMS | Cloud9 |
| Phone System | GoTo |
| Patient Engagement Platform | Solution Reach |
| Payment Gateway | Global Payments / OrthoFi |
Appointments & Case Economics
| Total Appointments / Month | 4,800 |
| Average Case Fee | $6,500 |
| No-Show / Cancel Rate | 10.6% |
| Missed / Cancelled Appts / Month | 401 |
Call Volume & Missed Calls
| Total Calls / Month | 9,000 |
| Inbound Calls / Month | 4,600 |
| Missed Call Rate | 14.5% |
| Missed Calls / Month | 690 |
| Internal Target (Answered Call Rate) | 90%+ |
| Appt-Related Inbound Calls | 60% = 2,760/mo |
| Est. New Patient Inquiries (inbound) | 20% = 552/mo |
| Est. New Patient Inquiries Missed | 138/mo |
| Est. Non-Callback Rate on Missed Calls | 55% |
Patient AR & Collections
| Total Patient AR | $8,335,000 |
| Outstanding Past-Due AR | $432,000 |
| ↳ 30–60 Day AR | $42,000 |
| ↳ 61–90 Day AR | $15,000 |
| ↳ 91–120 Day AR | $375,000 |
| Annual Write-Offs (non-collection) | $250,000 |
| Automated Outreach Cadence in Place? | No |
📵 After-Hours & Missed Call Recovery
New patient revenue lost to unanswered calls — recovered by 24/7 AI coverage
—
Monthly Recovery (Med)
At a 14.5% missed call rate with an estimated 20% of those being new patient inquiries, Smile Orthodontics is losing approximately 138 new patient opportunities every month. At a $6,500 average case fee and an estimated 55% of those prospects not calling back, that's up to $380,000 in case revenue walking out the door monthly — permanently lost. The after-hours gap compounds this: 1,150 after-hours inbound calls per month currently go to voicemail, including an estimated 230 new patient inquiries. AI automation ensures every missed call is answered before they dial the next number.
📋 Business Inputs
%
Current: 14.5% · Goal: under 10%
$
%
Currently go to voicemail
🎛 Assumption Sliders
Recovery Output — Monthly & Annual
High (50% Capture)
—
/ month
—
Medium (40% Capture)
—
/ month
—
Low (30% Capture)
—
/ month
—
👥 Agent Capacity & Cost Reallocation
Savings from not backfilling seats absorbed by automation
—
Annual Savings (Med)
With 25% annual turnover, Smile Orthodontics spends $450,000 per year just replacing seats. 9 agents turn over annually. AI absorbs inbound volume naturally, eliminating the need to backfill those vacant roles. The result: lower operational cost, better patient coverage, and a team no longer in a constant hire-train-repeat cycle.
📋 Business Inputs
12 call center + 24 practice
$
%
Agents turning over / year9 agents
Annual attrition cost today$450,000
🎛 Assumption Sliders
Savings Output — Annual Only (seat-based)
High (5 seats)
—
annual savings
Medium (4 seats)
—
annual savings
Low (3 seats)
—
annual savings
💰 Outbound Collections Automation
AI-driven outreach on $432K in outstanding patient AR
—
Annual Recovery (Med)
No automated outreach cadence is in place. Collections rely on Location Coordinators and the Revenue team making manual calls — competing directly with inbound call volume. AI deploys a consistent outbound voice and SMS cadence across all aging buckets, with prioritized outreach on the 91–120 day bucket where $375,000 is currently sitting.
📋 Business Inputs — AR by Aging Bucket
$
$
$
$
Est. Success Fees (on current balances)
30–60d × 4%$1,680
61–90d × 6%$900
91–120d × 8%$30,000
Est. Total Success Fees$32,580
🎛 Assumption Sliders
AR Recovery Output
High (30%)
—
AR recovered
Medium (20%)
—
AR recovered
Low (10%)
—
AR recovered
✂️ Write-Off Reduction
Earlier AI engagement prevents accounts from aging into uncollectable write-offs
—
Annual Savings (Med)
$250,000 is written off annually because balances age past the point of recovery. Earlier, consistent AI outreach catches patients in the 30–90 day window — before accounts become uncollectable. Every dollar prevented from being written off is a dollar that stays in revenue.
📋 Business Inputs
$
🎛 Assumption Sliders
Write-Off Savings — Annual
High (30%)
—
annual savings
Medium (20%)
—
annual savings
Low (10%)
—
annual savings
🎓 Training & Onboarding Cost Reduction
Avoided recruiting, training & ramp costs via natural attrition absorbed by AI
—
Annual Savings (Med)
Each agent replacement costs $11,250 all-in — $5,000 in recruiting and training plus $6,250 in lost productivity during the 90-day ramp period (3 months at 50% efficiency). 9 agents turn over annually. By absorbing volume through automation, fewer vacant seats need to be backfilled. Hires avoided = direct cost savings.
📋 Business Inputs
%
$
$
Agents turning over / year9
Productivity loss during ramp$6,250
Total cost per replacement$11,250
🎛 Assumption Sliders
Onboarding Savings — Annual
High (5 hires avoided)
—
annual savings
Medium (4 hires avoided)
—
annual savings
Low (3 hires avoided)
—
annual savings
Combined ROI Summary
All five recovery areas · Medium scenario · Against $176,580 total annual investment
Annual Investment
$176,580
$144K base + ~$32.58K est. success fees
Total Annual Benefits (Med)
—
Across all 5 recovery areas
Net Annual ROI (Med)
—
Benefits minus investment
| Recovery Area | High | Medium | Low |
|---|---|---|---|
| After-Hours & Missed Call Recovery | — | — | — |
| Agent Capacity & Cost Reallocation | — | — | — |
| Outbound Collections Automation | — | — | — |
| Write-Off Reduction | — | — | — |
| Training & Onboarding Savings | — | — | — |
| Total Annual Benefits | — | — | — |
| Total Annual Investment | $176,580 | $176,580 | $176,580 |
| Net Annual ROI | — | — | — |
Figures Serve as a Guide to Achieving ROI
Additional ROI comes from appointments booked, offloading call volume from front desk agents, allowing for natural attrition, handling FAQs, collections and/or reduction or repurposed headcount + additional future automation use cases. Base fee is fixed at $12,000/mo for 36 months. Success fees are variable and based on actual collections attributed to AI outreach.
Activity Timeline
| Activity | Target Date | Owner | Status |
|---|---|---|---|
| Proposal Review | April 29, 2026 | Alexa / Alicia / Jesse | Scheduled |
| IntelePeer to Provide Order Form & Contracts | May 1 – May 5 | Alexa | TBD |
| Contracts & Order Form Signature | Week of May 5 | Smile Ortho Team | TBD |
| Managed Solutions Kick Off Meeting | Week of May 12 | IntelePeer MS Team | Pending Signature |
| Phase 1 — Enable SmartAnalytics | Upon Contract Signature | IntelePeer | Pending Signature |
| Phase 2 — Inbound Appointment Management Go Live | ~Weeks 6–8 post kick off | IntelePeer + Smile Ortho | Pending Signature |
| Phase 5 — Outbound Collections Go Live | ~Weeks 10–12 post kick off | IntelePeer + Smile Ortho | Pending Signature |
| ★ Subscription Start Date | Week of May 22 | — | Milestone |
Immediate Next Steps
1
Smile Orthodontics reviews this proposal
April 29, 2026
2
IntelePeer delivers Order Form & Contracts
May 1–5
3
Contracts executed — Managed Solutions team introduced
Week of May 5
4
Managed Solutions kick off — SmartAnalytics enabled
Week of May 12
5
Phase 2 — Inbound Appointment Management go live
Weeks 6–8
6
Phase 5 — Outbound Collections go live
Weeks 10–12
AB