Reversing Negative Sales Trends
Aspen Dental is the second-largest Dental Service Organization (DSO) in the United States, with over 900 dental offices across 170 designated market areas (DMAs). They are expanding at a rate of two new locations weekly, with a key performance indicator focused on new patient appointments. The organization faced challenges, including an 8.7% decrease in demand and a decline over two years, compounded by an unorganized data structure and increasing competition. Our analysis showed that their channel mix had limited reach, misaligned with the patient journey, while poor data management resulted in significant blind spots regarding office-level performance. Additionally, their inability to track cross-channel attribution restricted optimization insights.
To address these issues, we created a Market Priority Solution using our MarketMax software, developing market tiering based on client, media, and environmental data to evaluate performance, identify new opportunities, and enhance flexibility through detailed office and market analysis. We successfully aligned media channels with the patient journey at a granular level. Our Analytics Solution involved engineering an API to integrate Aspen's call center and website data with media occurrence data across all channels. We implemented weekly performance monitoring for each location using a "R-Y'G" alert system and dashboard, allowing for immediate resource allocation and optimization recommendations. Our Search solution facilitated the rapid deployment of local SEM campaigns (over 5,000 individual campaigns) at scale, significantly enhancing performance for the leading conversion channel. Our software solutions, including GeoScape and DataFlex, achieved a 40% decrease in cost per acquisition (CPA), 36% reduction in cost per click (CPC), and a 46% increase in click-through rate (CTR), leading to a 14% rise in appointments. Mature appointments rose by over 140,000 compared to the previous year, resulting in a turnaround for the business with a 19.2% point increase.