The client
A multi-location dental brand with a lot of satisfied patients but no consistent way to turn that goodwill into the public reviews that drive new-patient decisions.
The challenge
Online reputation is one of the first things a prospective patient checks, and it has to hold up at every location. Asking for reviews was manual, inconsistent, and easy to forget — so most happy patients never left one.
- Review requests were ad hoc and depended on staff remembering to ask.
- Reputation was scattered across locations, with no single place to watch it.
- Most happy patients simply never got prompted, so their goodwill stayed invisible.
- Anything new had to fit the patient communications the brand already used.
What we built
An automated reviews and reputation module that works across every location:
- Automated review requests sent at the right moment, so asking no longer depends on staff remembering.
- Reputation monitoring across locations, giving the brand one view of how each location is perceived.
- Integration with patient communications, so review prompts ride along with the messaging patients already receive.
- A consistent process applied across the whole brand, rather than a different approach at every location.
We started in Figma, mapped the real patient-communication flow first, and integrated into the existing system with the brand's feedback shaping each iteration.
The results
- Happy patients got prompted reliably, turning everyday goodwill into public proof.
- The brand gained a single view of reputation across all its locations.
- Review requests stopped depending on staff memory and became part of the normal flow.
- Reputation was handled consistently across every location instead of one at a time.
Why it worked
The module turned an inconsistent, easily-forgotten task into something automatic and uniform across locations. By riding on the patient communications already in place, it added a steady stream of public proof without adding work for staff. Built as an ongoing partnership, around the brand's real workflow.