Business Platform
Vitaldent
Optimizing patient scheduling and outperforming SMS with utility messages on WhatsApp
Brand
WhatsApp Business Solution Provider
The Spanish dental clinic network partnered with Sanuker and SEGNA Solutions to send utility messages on WhatsApp for appointment scheduling and patient reminders, which resulted in high response rates and reduced operational workload.
96%
Customer response rate from utility messages on WhatsApp*
30%
Increase in response rate for utility messages on WhatsApp, compared to SMS*
90%
Appointment confirmation rate from utility messages on WhatsApp*
70%
Decrease in operational workload for utility messages on WhatsApp, compared to SMS*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Serving Spain's dental needs
Vitaldent is a network of dental clinics throughout Spain that offers general dentistry, orthodontics, cosmetic procedures and more.
Their Goal
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Making appointment scheduling more efficient
With 390 clinics in operation at the end of 2025, Vitaldent wanted a way to make its appointment management experience more efficient. The SMS messages that the company previously sent to patients for appointment scheduling and reminders generated disappointing response rates and were limited in functionality. Vitaldent reported frequent disruptions due to a high volume of messages, and its customer service team members often needed to respond manually.
“Thanks to WhatsApp automation, we’ve improved operational efficiency, reduced manual tasks and provided a better experience to our patients.”
Mónica Guerrero Soto
CRM Manager of Donte Group, Vitaldent
Their Solution
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Automated messages and reminders
Vitaldent partnered with Sanuker and SEGNA Solutions to integrate WhatsApp Business Platform with its ERP and CRM resources. The team automated delivery of appointment reminders, confirmations and rescheduling notifications by sending utility messages on WhatsApp instead of SMS.
Patients received these appointment-related messages on WhatsApp, and each message gave them the option to confirm, cancel or reschedule the appointment directly from the conversation. All customer responses were recorded in Vitaldent’s CRM for future scheduling and campaign efforts. If a customer didn’t respond within a certain timeframe, Vitaldent followed up with an automated retry message. Only cases that required additional support were elevated to live service agents, which helped reduce the time Vitaldent employees spent following up directly to customers.
Their Success
Outperforming SMS
The team measured the success of this new approach to patient scheduling over six months (August 31, 2024–February 28, 2025) and reported that customer response and confirmation rates for utility messages on WhatsApp outperformed SMS, and operational workload was also substantially reduced:
- 96% customer response rate from utility messages on WhatsApp*
- 30% increase in response rate for utility messages on WhatsApp, compared to SMS*
- 90% appointment confirmation rate from utility messages on WhatsApp*
- 70% decrease in operation workload for utility messages on WhatsApp, compared to SMS*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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