Case Study: How Country ENT Cut 2 Hours of Daily Admin to 10 Minutes

For the team at Country ENT, a busy specialist medical clinic, keeping up with patient communication was a significant challenge. A key staff member was spending two hours every single day manually sending and managing patient SMS messages.

Our goal was to automate their entire workflow. The result? That two-hour daily task now takes just 10 minutes.

 

The Problem: The High Cost of Manual Follow-Ups

The team at Country ENT was handling every step of the patient SMS journey by hand:

• Sending initial welcome texts to new referrals.
• Tracking replies in a spreadsheet.
• Chasing up patients who didn’t respond.
• Sending out appointment confirmations and reminders one by one.

This wasn’t just inefficient; it was a bottleneck that pulled skilled staff away from critical, patient-facing work.

 

The Solution: A Smart SMS Agent for Country ENT

We developed a custom SMS automation system that runs the entire workflow on autopilot. The staff’s only task is to add a new patient’s details to a Google Sheet and change their status to “START”.

The system instantly takes over, handling:

• Patient Outreach: Sends initial messages and follows up automatically if there’s no reply.
• Smart Reply Handling: Understands replies like “YES” or “NO” to send the correct next step, and flags ambiguous replies for staff to review.
• Scheduled Reminders: Once an appointment is booked, it automatically sends confirmations and a sequence of reminders (2 weeks, 1 week, 2 days, and 1 day out) without any manual effort.

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The Results: A 90% Reduction in Admin Time

The impact for Country ENT was immediate and significant.

• 40+ Hours Saved Per Month: The 2-hour daily task became a 10-minute review, freeing up a key team member for higher-value work.
• Zero Errors: The automation ensures no patient is ever missed and every message is sent on time.
• Better Patient Experience: Patients receive consistent, professional communication from Country ENT, which has helped reduce no-shows.
• Happier Staff: The team can now focus on patient care instead of tedious copy-and-paste tasks.

 

Could SMS Automation Help Your Business?

Country ENT’s story is a powerful example of how smart automation can deliver a massive return on investment. If your team is stuck in a cycle of repetitive communication tasks, we can help.

Contact us today for a free consultation to see how much time we can save you.