Luxe Dental Case Study: CRM and VoIP for a Three-Location Practice

Overview

Luxe Dental is a growing dental group with three locations in California. New patients found them everywhere: Meta ads, TikTok, Google Ads and the Google Business Profile, and the website's appointment forms. Each channel had its own inbox and its own dashboard, each location had its own front desk checking some of them, and the phones were a separate system that knew nothing about where a caller had come from.

Gain Rhino provides Luxe Dental with the CRM and the VoIP phone system, connected. Every lead from Meta, TikTok, Google and the website lands in one CRM as a patient record tagged with its source and routed to the right location. From that record, the front desk calls, texts and emails without leaving the screen: calls go out over Gain Rhino VoIP, land back on the record with the recording and notes, and texts and emails sit in the same timeline. All three locations work from the same system and can see each other's records.

Research

We started by mapping where a new-patient inquiry could arrive and who was expected to see it. There were seven places to check across the three offices, and no single person could see all of them. A patient who filled out the website form and then called the office was two unrelated records, and a patient who messaged on Meta at night waited until whoever checked that inbox in the morning.

The design followed the front desk's actual day. Every source feeds one queue per location, deduplicated by phone and email so the Meta lead and the caller are the same person. The phone system had to be inside the CRM, not next to it: click-to-call from the record, incoming calls matched to the record on screen, SMS from the practice's own numbers, and email templates for confirmations and reminders. Source attribution is preserved from first touch to booked appointment, so the group can finally see which channel fills chairs at which location.

Result

Luxe Dental's three front desks now work from one CRM with every Meta, TikTok, Google and website lead in it, and place every call, text and email from the same screen through Gain Rhino VoIP. A patient's whole history, including call recordings, is on one record regardless of which location or channel they came through. Leadership sees new-patient flow by source and by location without pulling four reports.

By the numbers (first 90 days):

• Lead sources unified into one CRM4 (Meta, TikTok, Google, website)
• Locations on the same CRM and phone system3
• Median time from lead to first contactunder 10 minutes, down from several hours
• Calls, texts and emails placed from the patient record100%
• Duplicate patient records across channels and locationsdown roughly 90%

Figures reflect the first 90 days after launch. The AI reply and Open Dental side of the same engagement is covered in Every Lead. One Inbox. Zero Missed..