ActiveCampaign success story · Multi-location orthodontic group

How an orthodontic group got 87% of new leads to respond within 24 hours with ActiveCampaign.

Name: Overtop Media Digital Marketing
Address: 933 Louise Ave Suite 101-18, Charlotte, NC, 28204, US
Telephone: (704) 237-0707
Price range: $$

Southern Orthodontic Partners supports independent orthodontic practices across the US. Its practices used to follow up with a new inquiry once, if at all. With an automated text and email the moment a form comes in, and a follow-up sequence for anyone who goes quiet, 87% of new leads now respond within the first day.

Business: Southern Orthodontic Partners
Market: United States
Goal: Answer every new patient inquiry fast

Smiling teenager brushing her teeth and holding a clear aligner

The results.

ActiveCampaign publishes no earlier response rate; before the change, practices followed up with new leads once, if at all. The 87% is measured over the first 24 hours after a website inquiry. The story gives the 6% as recaptured after two automated follow-ups in its summary and after a 10-day text and email sequence in its body.

87%response rate within the first 24 hours of a lead submitting their information
6%of lost leads recaptured after automated follow-ups
10 daysof automated texts and emails for leads who do not reply

Figures as reported by the business in the story; ActiveCampaign does not publish dates or a measurement method for them.

The challenge.

Southern Orthodontic Partners is an orthodontic service organization: it works with independent orthodontic practices and gives them central support for marketing, finance and HR, while each practice keeps its own name and doctors. The group has 100 to 500 employees across its practices in the United States.

Each practice had been running on its own, without a shared CRM or any automation. A family would fill in a form on a practice website, someone might call back once, and if nobody picked up the inquiry often went no further. The group needed fast, consistent follow-up for every practice, clean segments, a connection to its practice systems and careful handling of patient data.

ActiveCampaign automation that reminds a patient about an appointment in three days and follows up by text if the forms are not complete

What they did.

Automated text and email follow-up · Central CRM with an account per practice · Behavior-based segments · Practice system integration

An instant reply to every inquiry: A website inquiry now triggers a text and an email almost immediately, followed by a call from the practice, built with ActiveCampaign marketing automation.
A follow-up sequence for the quiet ones: People who do not answer get a 10-day sequence of texts and emails, so a busy parent who meant to call back is reminded rather than forgotten.
One system, one account per practice: Each practice has its own ActiveCampaign account and the central team holds a master account, so practices act locally and the group sees the whole picture in the CRM.
Messages that follow treatment: Segments track where each patient is and what they chose, for example whether they opted for whitening, so education emails arrive before the braces come off.
Connected to the practice systems: ActiveCampaign is linked to the practice management systems and a data warehouse, with patient data handled under HIPAA rules.

Why it worked.

Our read on the decisions behind the numbers, and what any business can take from them.

Speed wins the patient: A family comparing orthodontists usually books with the practice that answers first. An automatic text within minutes beats a callback the next afternoon.
Persistence without nagging: A short, spaced sequence of texts and emails catches the people who were interested but busy, without anyone on the front desk having to remember them.
Central playbook, local practices: One proven follow-up program rolled out to every practice gives smaller offices the same speed as the biggest one.
Relevant messages after the yes: Messages tied to where a patient is in treatment feel like care, not marketing, which keeps the relationship going after the first visit.

How we would run this play for your business.

You do not need a national budget to use the same ideas. This is how Overtop Media Digital Marketing puts them to work in our ActiveCampaign automation and management.

Map your inquiry sources: Website forms, call tracking, ads and booking tools all feed one ActiveCampaign account, so no inquiry sits in an inbox.
Write the first five minutes: We write the instant text and email in your voice, with one clear next step: book, call or reply.
Build the follow-up sequence: A spaced run of texts and emails with ActiveCampaign SMS for anyone who goes quiet, stopping as soon as they book.
Fill the top of the funnel: Our Google Ads management brings in families searching for an orthodontist now, and every lead enters the same follow-up.