A dental practice with two locations in The Villages corridor had outgrown its original phone system — a traditional multi-line setup that could not route calls between locations, had no mobile capability, and required a technician visit for any change.

New patient calls that came in when the front desk was busy went to voicemail — and the practice owner estimated they were losing 10-15 new patient opportunities per month. Staff at the two locations communicated via personal text messages with no consistent platform.

A front desk staff member left and the practice realized they had no way to immediately redirect her direct line to another team member without calling the phone company.

Simply IT assessed the practice's call volume, routing needs, and communication workflow across both locations. A cloud-based VoIP system was deployed — replacing the traditional phone system with a unified platform that treated both offices as a single connected practice.

The auto-attendant was configured to route calls intelligently — new patient inquiries to a designated coordinator, existing patient calls to the appropriate location, and overflow routing to the second location when one desk was busy. Mobile apps were configured for all front desk and management staff.

Microsoft Teams was deployed and integrated with the VoIP system for internal communication. Voicemail-to-email transcription was configured. The system allows any routing change to be made by the practice manager through a web portal without vendor involvement.

The practice eliminated missed new patient calls within the first month. The overflow routing meant that when one front desk was busy the call was answered by the other location — seamlessly. The practice manager estimated recovery of 8-12 new patient opportunities per month.

Inter-office communication shifted entirely to Microsoft Teams — faster, more organized, and searchable. Simply IT continues to manage the VoIP system and provide ongoing IT support for both locations.