MedicalCor’s 20% Drop in Inbound Calls

MedicalCor cut inbound calls by 20% and eliminated manual QA with Hear. By automating summaries, tracking every call, and catching issues in real time, they transformed patient communication.

Revolutionizing Patient Communication in Dentistry: How MedicalCor Transformed Its Contact Center with Hear

Company Overview

MedicalCor is a leading dental clinic in Romania, known for pushing boundaries in implantology and oral rehabilitation. With their One Step ALL-ON-X (OSAOX) technology, they replace a full set of teeth in just 5 days—dramatically faster than the usual 6–12 months. This commitment to advanced care has made them a standout name in Romania’s dental industry.

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Challenges

Before Hear, MedicalCor’s contact center faced clear obstacles:

  • No visibility into call reasons: They couldn’t track common inquiries or patient concerns.

  • Limited agent evaluation: There was no consistent way to assess receptionist performance.

  • Missed revenue opportunities: Mishandled calls impacted bookings for high-value procedures.

  • Manual documentation: Time-consuming processes meant call data was underused.

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Why They Chose Hear

MedicalCor came across Hear during a session on AI in healthcare communication. They chose it for one reason: results. Hear’s platform makes it easy to:

  • Skip manual work with automated call summaries and agent reviews.

  • Catch issues early with real-time alerts on underperforming calls.

  • Get the full picture—every call analyzed for topics and patient sentiment.

  • Plug in seamlessly with their existing call recordings and CRM.

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How They Use Hear

MedicalCor now relies on Hear every day to:

  • Monitoring: Management is notified of unsatisfactory calls, enabling proactive intervention.

  • Cut admin work: Call summaries are generated automatically.

  • Fix problems fast: Alerts flag calls that need immediate attention.

  • Agent performance evaluation: Managers assess all receptionist interactions and provide coaching based on complete performance data.

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Results & Impact

Hear quickly made a difference:

  • 100% of the quality assurance process is automated.

  • 20% reduction in inbound calls.

  • 95% reduction in manual listening.

They’ve also uncovered service gaps, like unclear pre-op instructions, and extended call center hours to better support international patients.

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What’s Next

MedicalCor plans to:

  • Support higher call volumes as the clinic grows.

  • Expand data automation.

  • Leverage call insights to refine services and sharpen marketing strategies.

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In Their Words

Andreea Soleriu, Call Center Director at MedicalCor:
"What we love most about Hear is how easy it is to use—everything we need is right there. We can instantly see what patients are calling about, how our team is performing, and where we can improve. It gives us insights we never thought were possible, and it does it all without any complicated setup. Hear has changed how we run our contact center and made our customer service so much better."

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