Vitaldent Success Story

Replacing SMS with WhatsApp to optimise patient scheduling at scale

Name: Vitaldent
Industry: Healthcare
Function: Appointment scheduling and reminders
Platform: WhatsApp Business Platform

Vitaldent is one of Spain’s leading dental clinic networks, offering general dentistry, orthodontics and cosmetic procedures. By the end of 2025, the network operated 390 clinics nationwide.

To improve appointment management and reduce operational strain, Vitaldent partnered with Sanuker and SEGNA Solutions to implement WhatsApp Business Platform as a replacement for traditional SMS reminders.

96%

customer response rate

30%

higher response rate vs SMS

90%

appointment confirmation rate

70%

reduction in operational workload

Name: Vitaldent
Industry: Healthcare
Function: Appointment scheduling and reminders
Platform: WhatsApp Business Platform

Vitaldent is one of Spain’s leading dental clinic networks, offering general dentistry, orthodontics and cosmetic procedures. By the end of 2025, the network operated 390 clinics nationwide.

The Challenge

When SMS no longer delivers performance

Vitaldent relied on SMS for appointment scheduling and reminders. However:

Response rates were disappointing
Functionality was limited
High message volume caused operational disruptions
Customer service teams had to follow up manually

With 390 clinics, inefficiencies quickly scaled into operational pressure.

Vitaldent needed a more interactive and automated solution that could integrate directly with their internal systems.

The Solution

Integrating WhatsApp Business Platform with ERP and CRM

Sanuker and SEGNA Solutions integrated WhatsApp Business Platform with Vitaldent’s Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
Instead of SMS, patients received appointment-related utility messages on WhatsApp, including:

Appointment confirmations
Reminder notifications
Rescheduling messages

Each WhatsApp message allowed patients to confirm, cancel or reschedule.

All responses were automatically recorded inside Vitaldent’s CRM for future scheduling and campaign management.
If a patient did not respond within a defined timeframe, an automated retry message was triggered. Only complex cases were escalated to live agents, significantly reducing manual workload.

This shifted patient scheduling from reactive manual follow-up to structured automation.

The Results

Six months of measurable improvement

Performance was measured from August 31, 2024 to February 28, 2025.

Compared to SMS, WhatsApp utility messages delivered:

96% customer response rate
30% higher response rate compared to SMS
90% appointment confirmation rate
70% reduction in operational workload

The shift from SMS to WhatsApp not only improved engagement metrics but also significantly reduced the time staff spent handling appointment confirmations manually.

For large healthcare networks, operational efficiency directly impacts scalability and service quality.

What customers say

“Thanks to WhatsApp automation, we’ve improved operational efficiency, reduced manual tasks and provided a better experience to our patients”

By integrating WhatsApp Business Platform with ERP and CRM systems, Vitaldent transformed patient scheduling across 390 clinics.

At Sanuker, we help healthcare and service-based organizations replace outdated messaging systems with automated, integrated conversational workflows that improve response rates and reduce operational burden.

If your organization relies on appointment reminders or confirmation messages, it may be time to consider WhatsApp.

Mónica Guerrero Soto

CRM Manager, Donte Group, Vitaldent