Patients book their own visits, reminders go out on Zalo

01

Background

A general dental clinic in District 3. Patients mostly booked by phone, through the Facebook Page, or via the receptionists’ personal Zalo accounts.

Three receptionists work in shifts and write appointments in one shared book at the front desk.

02

Challenge

• Appointments were written on paper; the next shift didn’t know who the last shift had booked.
• Patients forgot appointments and chairs sat empty with no time to fill them.
• Questions about prices and hours were spread across several phones.
• Nobody reminded patients about follow-up visits after treatment.

03

Solution

The clinic built it on NEXT OS from the Service businesses template, with guidance from the NEXT team in training sessions:

• A booking page per service and per dentist, added to the website and Facebook Page.
• Confirmations and day-before reminders sent automatically on Zalo.
• One shared inbox for the Facebook Page and Zalo OA, visible to every shift.
• Workflows for follow-up reminders and review requests after treatment.

• Appointments & EventsCalendars by service and dentist
• Vietnam ConnectionsConfirmations and reminders via Zalo ZNS
• AutomationFollow-up reminders by treatment plan
• Reviews & ReferralsReview requests after treatment

04

Outcome

Receptionists no longer copy bookings from messages into a book. The whole clinic’s schedule sits on one screen, so every shift knows who is coming today and which chairs are free.

Patients get a Zalo reminder before their visit; when someone says they can’t make it, the front desk sees it right away and fills the slot.

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