Most dental practices believe they already have a CRM in place. In reality, what they usually have is a Practice Management System (PMS). While a PMS is absolutely essential for running a practice, it serves a very different purpose.
A PMS is designed to manage existing patients. It stores clinical notes, appointment history, billing information, and recalls. What it doesn’t do well is track enquiries – the people who are trying to become patients.
A true CRM (Customer Relationship Management system) focuses on leads and enquiries. These include phone calls, website forms, chatbot conversations, emails, and messages from platforms like Google or Facebook. In many practices, these enquiries are spread across multiple systems and inboxes, with no single place to see what happened next.
Without a CRM, follow-up becomes inconsistent. Some enquiries are handled well, others are delayed, and some are simply forgotten. Because there is no clear visibility, practices often don’t realise how many potential patients never convert – or why.
This matters because modern dental growth depends on understanding the full enquiry journey. Practices need to know:
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- Where enquiries are coming from
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- How quickly they are responded to
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- How many convert into booked appointments
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- Where and why enquiries are being lost
If you can’t see this data, you can’t improve it.
This is where LeadTracker fits in. LeadTracker captures every enquiry automatically, regardless of where it comes from, and tracks it through to an outcome. It highlights gaps in response times, missed follow-ups, and leakage points in the patient journey.
Importantly, LeadTracker does not replace your PMS. It complements it, sitting alongside your existing systems to provide clarity around growth and marketing performance.
Practices that use a CRM gain greater consistency, better accountability, and far more control over their growth — without adding unnecessary complexity.