A CRM that turned a decade of dental data into strategy

The client

A dental card-services company holding a decade of customer data — accounts, leads gathered from many sources — inside a single shared spreadsheet that multiple team members were fighting to use at once.

The challenge

The first ask was modest: replace the spreadsheet with something several people could use without access-control headaches or data-integrity problems. The bigger, unspoken opportunity was the one underneath it — ten years of customer data that nobody could actually analyze.

• A single shared spreadsheet multiple team members were fighting to use at once.
• Access-control headaches and data-integrity problems with no real multi-user support.
• Ten years of customer data that nobody could actually analyze.

What we built

A custom dental CRM, with the MVP live in the first four months — multi-user, with clean access control and reliable data integrity. From there, the real value came from the analytics layer built on top of a decade of history:

• Churn-rate analysis — identifying which customers were slipping away, and why.
• Customer lifetime value (CLV) modeling — quantifying what each relationship is actually worth.
• Retention tracking — measuring and improving the rate at which customers stay.
• A deep report library — slicing a decade of data into views leadership had never been able to see.

The results

• MVP delivered in 4 months, replacing a fragile shared spreadsheet with a true multi-user CRM.
• Churn analysis flagged ~$800K in at-risk annual revenue that had been invisible — turning guesswork into a retention plan.
• ~21% improvement in customer retention after acting on the churn and CLV insights.
• Reporting that took days now takes minutes, with self-serve dashboards for the leadership team.
• Strategy reshaped around the data — the leadership team saw opportunities the spreadsheet had been hiding for years.

Why it worked

We solved the small problem (the spreadsheet) and then the valuable one (the data). A CRM is a system of record; the analytics turned it into a system of decisions — and we keep building on it as the data deepens.