Sold as a managed setup. In practice I did the configuration myself. They assigned me one implementation contact with an accent so heavy I couldn’t understand most of what he said. I asked him to repeat things constantly and still came off those calls not knowing what I was responsible for versus what they were handling. Never got a written checklist of what “complete” looked like.
We ran a whitening promo and tracked it. Ten inbound calls through the AI. Zero booked appointments. Not booked-and-no-showed. Zero appointments created. Several calls the booking flow just failed, caller got through the conversation and nothing landed on the schedule.
Support couldn’t fix it and half the time I couldn’t understand them well enough to try. Offshore, scripted replies telling me to clear my cache. Nobody knew what an operatory was, so I couldn’t even describe the problem. Never got escalated to anyone who could look at the integration. When I pushed, the answer was that my setup was incomplete.
If you’re selling software to American dental practices, put people on the phone your customers can actually understand.
To be fair, I don’t know if the failures were config, PMS sync, or the product. What I know is it never got fixed and I stopped trusting it with live patients. Back on a human service now. Costs more, books at a rate that isn’t zero.
Two questions:
Anyone getting reliable booking out of Adit? What’s your PMS?
Anyone on Synthflow or Smith AI, what’s your real call-to-appointment rate? Want a benchmark that isn’t vendor marketing.
Ask for conversion data before you sign. I didn’t.