PureSmile operates four private clinics offering cosmetic and restorative dental treatments such as Invisalign, whitening, and veneers (average treatment value £2,200–£4,800). Their two-person team made 160–200 outbound calls daily following up on consultation requests, Facebook ad leads, and walk-in enquiries.

Like most clinics, PureSmile focused on new leads, calling each a few times before marking them inactive. Over two years, they accumulated 8,400+ lapsed or “no show” enquiries.

These contacts were:

• Left idle in the CRM with outdated details
• Never included in any automated SMS follow-up sequence
• Written off as “unresponsive” or “price shoppers”