Purpose and journey

Overview

Why the Opportunities Pipeline matters

The Opportunities Pipeline uses Whizrock to capture, track and move every patient enquiry from first contact through active treatment to review. It helps ensure that no enquiry is lost, follow-ups happen on schedule and every stage has a clear owner.

Patient journey

1New EnquiryContact captured

2ContactedFirst outreach made

3ConsultationAppointment booked

4Quote SentPlan and pricing sent

5AcceptedDeposit or confirmation

6TreatmentClinical progress logged

7InvoicedFinal invoice paid

8ReviewRequest, follow-up and close

Key principle: Use the correct tag at the correct time. The opportunity normally moves automatically—staff should not drag the pipeline card unless correcting an error.

02

Reference table

Pipeline Stages

Stage	Probability	How it moves	Responsible
New Enquiry	5%	Automatic—contact created	System
Contacted / Qualifying	15%	Manual tag `contacted`	Front Desk
Consultation Scheduled	25%	Automatic—appointment booked	System
Quote Sent	35%	Manual tag `quote-sent`	Front Desk / Practice Manager
Treatment Accepted	50%	Manual tag `deposit-paid` or `treatment-accepted`	Practice Manager
Active Treatment	60–85%	Manual tag `treatment-started` and substage tags	Doctor / Clinical Team
Invoiced	90%	Automatic—invoice marked paid	System
Review Sent	95%	Automatic—one day after invoice paid	System
Review Follow-Up	98%	Automatic—seven days after request if no review is found	System
Won (Retained)	100%	Tag `review-received`, or automatic review match	Front Desk / System
Lost	—	Manual—use the correct lost-reason tag	Practice Manager

03

What Whizrock does

Automated Workflow

A

Automatic triggers

No staff action is needed when:

A contact is created.
A consultation appointment is booked.
An invoice is marked paid.
A new Google or Facebook review is received.

M

Manual triggers

Staff must add the exact approved tag for:

First contact and quote sent.
Deposit paid or treatment accepted.
Treatment started and substages.
Lost status and reason.

1
Enquiry capture
Contact created → opportunity created at New Enquiry → first-contact task assigned to Front Desk.
2
Consultation detection
Appointment booked on the consultation calendar → opportunity advances to Consultation Scheduled.
3
Treatment progress
A treatment substage tag adds a matching timestamped note to the patient record.
4
Invoice detection
Invoice marked paid → opportunity advances to Invoiced.
5
Review request
One day after payment, the review request is sent by SMS and WhatsApp → opportunity advances to Review Sent.
6
Review detection
A matched, non-spam Google or Facebook review adds the review-received tag automatically.
7
Review follow-up
After seven days without the review tag, the opportunity advances to Review Follow-Up and a task is created.

04

Front Desk, managers and clinicians

Staff Actions

Creating an opportunity manually

Most opportunities are created automatically. Create one manually only when an enquiry was not captured automatically—for example, an in-person walk-in recorded later.

1
Open the patient’s contact record.
2
Select Add Opportunity, choose the Spectrum Dental Sales pipeline and set the stage to New Enquiry.
3
Add the tag new-lead.

Check before creating: Confirm the patient does not already have an active opportunity. Creating another one can cause duplicates.

Moving an opportunity forward

Add the relevant tag to the patient’s contact record when each event occurs:

When this happens	Add this exact tag
First outreach call or message made and answered	`contacted`
Quote or treatment plan sent	`quote-sent`
Deposit paid or treatment plan confirmed	`deposit-paid` or `treatment-accepted`
Treatment begins	`treatment-started`
First treatment session completed	`treatment-session-1-complete`
Treatment approximately halfway through	`treatment-midway`
Final session scheduled	`treatment-final-session-scheduled`
All sessions complete and ready to invoice	`treatment-completed`

Do not move cards manually during normal processing

Each approved tag moves the opportunity automatically. Drag the card or change the stage field only when correcting an error.

Correcting an opportunity

1
Open the pipeline board and locate the opportunity card.
2
Drag it to the correct stage, or open the card and update the stage directly.
3
Add a note explaining the correction—for example: “Manually corrected—quote sent tag was missed.”

05

Close and recover correctly

Lost Opportunity Handling

Mark an opportunity lost as soon as it is clear that it will not convert. Do not leave it sitting untouched in an earlier stage.

No-show

lost-no-show

Patient missed the consultation and did not reschedule after follow-up.

Price objection

lost-price

Patient declined because of cost.

Unresponsive

lost-unresponsive

No response after repeated follow-up attempts for 14 or more days.

Other

lost-other

Add a note clearly explaining the reason.

Reviving a lost opportunity

If the patient re-engages, remove the lost tag and add the relevant current-stage tag—for example, contacted. The opportunity will then resume through the pipeline.

06

Follow up before leads go cold

Stale Opportunity Alerts

Stage	Wait before alert	Alert or action	Owner
New Enquiry	24 hours	Task: call this lead	Front Desk
Contacted / Qualifying	3 days	Task: no booking yet—follow up	Front Desk
Quote Sent	5 days	Task and automated reminder message	Practice Manager
Active Treatment	30 days without a substage update	Task: check treatment progress	Doctor / Clinical Team
Review Sent	7 days without a review	Advance to Review Follow-Up and create task	Front Desk

07

Retention and referrals

Review & Referral Tie-In

Won means retained

Once an opportunity reaches Won (Retained), the patient becomes eligible for the referral rewards programme. Refer to the Referral Points SOP for how future referral rewards are tracked and credited.

08

Common issues

Troubleshooting

Opportunity is stuck in a stage

Confirm that the exact expected tag was added to the contact. Similar wording will not work because tag names require an exact match. Then check the Execution Logs for the relevant workflow.

Duplicate opportunities exist for one contact

Check whether someone manually created another opportunity even though an active one already existed. Merge or close the duplicate.

Consultation Scheduled did not trigger

Confirm that the appointment was booked on the correct consultation calendar. Appointments on an unrelated calendar will not move this stage.

Treatment substage note is missing

Confirm that the tag exactly matches one of the approved treatment substage tags in the Staff Actions section.

Review was not detected automatically

The review may not have used the request link, or the reviewer’s name may not closely match the contact record. Confirm the review in the Reputation dashboard, then manually add review-received.

09

When staff cannot resolve it

Escalation Process

1
Document the patient, contact and opportunity details, including what went wrong.
2
Contact Whizrock technical support at [email protected].
3
If the matter is time-sensitive, manually move the opportunity to the correct stage while it is investigated.
4
Follow up until the issue is confirmed as resolved.

10

Governance

Privacy, Training & Maintenance

P

Privacy

Handle patient data under applicable privacy requirements.
Automations use secure transmission.
Access logs and stage history are retained for audit purposes.

T

Training

Front Desk: enquiries, tags and stale-lead tasks.
Practice Managers: quotes, deposits, lost decisions and corrections.
Clinical Team: treatment substages and oversight.

R

Review cycle

Monthly: inspect stage distribution and stuck opportunities.
Quarterly: review stale-alert timings.
Next formal review: March 2027.

Change control: Any change to pipeline stages or tag names requires approval from Dr. Amrita Gandhi, updated documentation, staff notification and testing before deployment.

Opportunities & Sales Pipeline