How Morabito Achieved A 33X ROI With Reactivation and Incentive Modules

Morabito Family Dental, located in Annapolis, Maryland, faced the challenge of acquiring and transforming a previously underperforming practice into a thriving hub for family dentistry. Practice Manager Ashley Morabito leveraged TeamCare to boost patient acquisition, streamline team efforts, and ultimately establish a strong presence in a competitive market.

Morabito Family Dental carries a legacy spanning generations, with dentistry running deep in the family veins – from Ashley's grandfather to her father and brother. For over two decades, their practice thrived in Falls Church, Virginia. However, driven by a desire to live by the water, the family made a pivotal decision to sell their Virginia practice and embark on a new chapter by acquiring a practice in Annapolis, Maryland.

Patient growth from Jan 2023 thru Jan 2025

The Challenge: Overcoming a Stagnant Start

Prior to the Morabito family's acquisition, the Annapolis location had seen multiple owners and limited success. Ashley explained, "There had been four other owners before us, but it was always a third or fourth location for those owners, and so no one ever put their time and energy into it." High rent and a lack of focused effort made profitability a significant hurdle.

Additionally, while Ashley was familiar with the positive impact a strong incentive program could have on practice performance, managing these programs demanded immense manual effort. In Falls Church, Ashley implemented bonuses for every ten reactivation calls, and even introduced creative programs like "Wacky Wheel Wednesdays," where team members spun a wheel for prizes based on call volume. However, tracking calls accurately was nearly impossible, relying solely on trust, and the heavy lift required by Ashley just to manage incentives made them unsustainable.

The Solution: Strategic Reactivation and Incentive Implementation

As soon as their Annapolis practice doors opened in 2023, Ashley installed TeamCare to execute a two-pronged approach:

• Utilized Hygiene Reactivation flow to seamlessly identify, contact, and follow-up with patients associated with the practice over the years, but had no future appointment scheduled, and had not had hygiene in the last 6 months.
• Launched a robust and thoughtful staff incentive program with TeamCare's incentive module that easily tracked key activity across reactivation, production, patient output, and new patient referrals. Some of Ashley's incentives include:
  • $15 bonus for reactivated hygiene patients (must attend within 60 days of call)
  • $100 new patient referral
  • $100 perfect secret shopper call

A glimpse at the Morabito Family Dental badge incentives

The Results: Exponential Growth and a Motivated Team

The combination of TeamCare's hygiene reactivation flow and clear incentive tracking has proven to be a powerful tool for Morabito Family Dental. This two-pronged approach has not only streamlined administrative tasks but also boosted patient engagement and led to explosive practice growth.

• Significant New Patient Acquisition: Through a combination of excellent family dentistry, a compelling new patient referral incentive, and an effective direct mail program, Morabito Family Dental now sees an average of 120 new patients per month.
• Strong preappointment and reactivation: Strong new patient numbers mean nothing without strong pre-appointment and reactivation processes in place, and with TeamCare, Ashley was able to patch the leaky bucket, and experience overall practice growth by not only utilizing TeamCare's reactivation flow, but also leveraging TeamCare's checkout module to average a 97% pre-appointment rate.
• Improved Team Engagement: TeamCare's tracking capabilities made incentive programs more transparent and effective, leading to increased team engagement. "It was always a fight before TeamCare to be able to get calls made," Ashley explained, "but now with incentives and an easy tracking system the team is happy to do them."
• Practice Expansion: Due to their rapid growth, Morabito Family Dental is now preparing to add an associate doctor to the team.

97% pre-appointment rate

Key Takeaways:

• Reactivation matters: It's inevitable that some patients will leave without a future appointment scheduled, but being persistent and following up in a consistent, methodical manner can pay off big time.

  "It's not always the first call that gets the patient to come back in, but it might be the fifth, sixth, seventh call. I had a patient we called 15 times to come and grab their cleanings. And one day he came back in and he signed up for a $60,000 case."

• Invest in your team, and everyone wins: Clear, compelling, and trackable incentive programs can motivate teams to achieve individual and practice-wide goals with minimal effort that was previously considered impossible.

Morabito Family Dental's journey demonstrates how a combination of technology adoption, and team empowerment can transform a practice. As Ashley aptly summarized, "We're putting everything we have into it," and the results speak for themselves.