ProSites — Implementation Playbook (DSO)

ProSites Implementation Playbook

Marketing & Acquisition AI Platform for Dental Service Organizations

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1. Executive Summary

What ProSites Does

ProSites is a comprehensive dental marketing and patient acquisition platform that leverages AI-driven tools to automate website management, SEO optimization, reputation management, social media marketing, and patient communication campaigns. The platform centralizes marketing operations while enabling location-specific customization, providing DSOs with unified brand presence and data-driven patient acquisition across their entire portfolio.

Why DSOs Specifically Benefit from AI-Powered Marketing & Acquisition

Scale Advantages:

• Centralized campaign management eliminates redundant marketing efforts across 15–50+ locations, reducing per-location marketing overhead by 40–60%
• AI-driven optimization learns from aggregate patient behavior data across your entire network, improving targeting accuracy beyond what any single practice could achieve
• Automated workflows handle repetitive tasks (review responses, social posting, appointment reminders) that would otherwise require dedicated staff at each location

Standardization Benefits:

• Unified brand messaging and visual identity across all locations while allowing local market adaptation
• Consistent patient experience from first digital touchpoint through appointment booking
• Standardized reporting metrics enable meaningful cross-location performance comparisons

Data Aggregation Power:

• Portfolio-wide patient acquisition analytics reveal which channels, messages, and offers perform best across different demographics and markets
• Aggregate review sentiment analysis identifies systemic issues (or successes) that location-level analysis would miss
• Predictive modeling improves with more data points, making your largest locations' learnings benefit your newest acquisitions

Expected Timeline: Decision to Full Deployment

Phase	Timeline	Locations Covered
Pre-Implementation & Planning	Weeks 1–2	N/A
Wave 1 Pilot	Weeks 3–5	2–3 locations
Wave 1 Assessment & Refinement	Week 6	Pilot locations
Wave 2 Expansion	Weeks 7–10	5–8 locations
Wave 3+ Full Deployment	Weeks 11–16	Remaining locations
Optimization & Stabilization	Weeks 17–20	All locations

Total Timeline: 16–20 weeks for full deployment across 15–50 locations

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2. Pre-Implementation Checklist (Weeks 1–2)

Technical Requirements

Hardware Requirements

☐ Verify all locations have computers with:

• Minimum 8GB RAM (16GB recommended for admin workstations)
• Modern web browser (Chrome, Edge, or Firefox—latest 2 versions)
• Minimum 1920x1080 display resolution for dashboard viewing

Network Requirements

☐ Confirm minimum 25 Mbps download / 10 Mbps upload at each location ☐ Verify firewall rules allow HTTPS traffic to ProSites domains (*.prosites.com) ☐ Document any locations using VPN or proxy configurations that may require exceptions ⚠️ Test actual bandwidth during peak hours—stated speeds often differ from real-world performance

Software Requirements

☐ Current versions of practice management systems at all locations ☐ Document existing website hosting providers (migration will be required) ☐ Inventory current marketing tools to be replaced or integrated:

• Email marketing platforms
• Social media management tools
• Review management systems
• Call tracking services

Integration Requirements

☐ Confirm PMS versions at each location:

• Dentrix (version 16.0 or higher)
• Eaglesoft (version 19.0 or higher)
• Open Dental (version 21.1 or higher)
• Other systems: verify ProSites compatibility ☐ Document imaging systems if patient education content integration is planned ☐ Identify any custom integrations currently in use that must be preserved

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Vendor Onboarding Steps

🔵 Week 1: Kickoff & Account Setup

Step	Owner	Timeline
Schedule enterprise kickoff call with ProSites	Central Marketing Team	Day 1
Complete Master Service Agreement	Legal/Procurement	Days 1–3
Execute Business Associate Agreement (BAA)	Legal/Compliance	Days 1–3
Receive dedicated Account Manager assignment	ProSites	Day 3
Obtain enterprise admin credentials	ProSites	Day 4
Schedule technical integration discovery call	IT + ProSites	Day 5

🔵 Key Vendor Contacts to Establish ☐ Enterprise Account Manager (strategic relationship owner) ☐ Technical Implementation Specialist (integration and configuration) ☐ Customer Success Manager (ongoing optimization and training) ☐ Enterprise Support Line (escalation for critical issues) ☐ After-hours emergency contact (for go-live days)

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Data/Access Prerequisites

Credentials & Access

☐ Compile admin credentials for all existing websites (hosting, CMS, domain registrar) ☐ Gather Google Business Profile admin access for all locations ☐ Collect social media account credentials (Facebook, Instagram) for all locations ☐ Obtain Google Analytics and Search Console access for existing properties ☐ Document PMS admin credentials for integration setup at each location

API Keys & Technical Access

☐ Generate or obtain API keys for:

• Practice management systems (if applicable)
• Call tracking services (if continuing existing service)
• Any third-party tools requiring integration ☐ Prepare CSV exports of current patient email lists (with consent verification) ☐ Export current review platform data for historical import

Content & Brand Assets

☐ Compile brand style guide (logos, colors, fonts, voice guidelines) ☐ Gather professional photography for all locations (or schedule shoots) ☐ Document location-specific information:

• Provider bios and headshots
• Office hours
• Insurance accepted
• Services offered (by location if varies)
• Special offers or promotions

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Internal Stakeholder Alignment

🟣 Stakeholder Alignment Map

Stakeholder Level	Role in Implementation	Required Actions	Timeline
Board/Investors	Approve investment, monitor ROI	Briefing on strategic rationale and expected returns	Week 1
C-Suite (CEO, CFO, COO)	Executive sponsorship, resource allocation	Approve budget, timeline, and staffing	Week 1
Chief Dental Officer	Clinical workflow approval, provider buy-in	Review patient-facing elements, endorse to providers	Week 1
VP of Operations	Implementation oversight, wave sequencing	Own rollout plan, allocate regional support	Week 1
VP of Marketing	Strategic marketing direction, brand compliance	Define standardization requirements, KPIs	Week 1
Regional Managers	Cascade communication, local coordination	Identify champions, prepare locations	Week 2
IT Director	Technical integration, security compliance	Validate architecture, manage integrations	Weeks 1–2
Office Managers	Local execution, staff coordination	Prepare teams, execute go-live checklist	Wave-dependent
Providers	Adopt patient communication changes	Participate in training, provide feedback	Wave-dependent

Approval Requirements

🟣 ☐ Budget approval from CFO (software licensing, implementation services, content creation) 🟣 ☐ Legal approval of vendor agreements and BAA 🟣 ☐ IT security sign-off on architecture and data handling 🟣 ☐ Marketing approval of brand standards and messaging framework 🟣 ☐ Operations approval of rollout sequence and timeline

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Baseline Metrics Capture

⚠️ Critical: Capture these metrics BEFORE any configuration changes. This is your only opportunity to establish a clean baseline for ROI measurement.

Patient Acquisition Metrics (Per Location)

☐ New patient count (monthly average, trailing 6 months) ☐ New patient sources breakdown (referral, web, social, paid ads, walk-in) ☐ Cost per new patient acquisition by channel ☐ Website traffic (sessions, unique visitors, pages per session) ☐ Website conversion rate (visitors to appointment requests) ☐ Phone call volume from marketing sources ☐ Appointment request form submissions

Reputation Metrics (Per Location)

☐ Google Business Profile rating (stars) ☐ Total review count (Google, Facebook, Yelp, Healthgrades) ☐ Review volume (monthly average, trailing 6 months) ☐ Review response rate and average response time

Engagement Metrics (Per Location)

☐ Email list size ☐ Email open rates and click-through rates ☐ Social media follower counts ☐ Social media engagement rates

Operational Metrics (Per Location)

☐ Case acceptance rate ☐ Appointment no-show rate ☐ Patient reactivation rate (lapsed patients returning) ☐ Production per new patient (first 12 months)

Enterprise-Level Requirements

Network Standards Across Locations ☐ Document network architecture variations across locations ☐ Identify locations requiring infrastructure upgrades before deployment ☐ Establish minimum connectivity standards for all locations

Centralized vs. Location-Level Hosting Decision 🟣 ☐ Decide: Will ProSites manage all location websites under enterprise agreement, or will individual locations have separate contracts?

• Recommendation: Centralized enterprise management enables consistent branding, consolidated billing, and unified reporting

Single Sign-On (SSO) Requirements ☐ Document current identity management system (Azure AD, Okta, etc.) 🔵 ☐ Confirm ProSites SSO compatibility and configuration requirements ☐ Determine SSO scope: admin users only, or all staff users?

Centralized Credentialing ☐ Establish user role hierarchy:

• Enterprise Admin (central team)
• Regional Admin (regional managers)
• Location Admin (office managers)
• Location User (staff) ☐ Define permission sets for each role ☐ Create user provisioning and deprovisioning procedures

Standardized Baseline Metric Collection

Metric Collection Protocol

1. Create standardized data collection template (Excel/Google Sheets)
2. Distribute to all Office Managers with 5-business-day deadline
3. Regional Managers verify completion and data quality
4. Central team aggregates and validates data
5. Flag locations with incomplete or suspicious data for follow-up

Data Quality Standards

• All metrics must cover identical time periods (recommend trailing 6 months)
• Sources must be documented (PMS report name, analytics platform, etc.)
• Missing data must be noted, not estimated
• Outliers must be verified before inclusion

⚠️ Common Failure Point: Locations reporting inflated or estimated numbers to "look good." Have Regional Managers spot-check 3–4 metrics per location against source systems.

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3. Location Readiness Assessment

Readiness Scoring Framework

Score each location on the following factors using a 1–5 scale:

Factor 1: IT Infrastructure Maturity

Score	Criteria
5	Fiber internet (100+ Mbps), hardware <2 years old, current PMS version, all systems cloud-ready
4	Cable/DSL (50+ Mbps), hardware <3 years old, PMS within 1 version of current
3	Adequate bandwidth (25+ Mbps), hardware functional but aging (3–5 years), PMS supported but not current
2	Inconsistent bandwidth, hardware needs upgrade, PMS version requires upgrade for integration
1	Infrastructure overhaul required before deployment feasible

Factor 2: Staff Tenure and Adaptability

Score	Criteria
5	Low turnover (<15% annually), documented history of successful tech adoptions, staff surveys indicate high tech comfort
4	Moderate turnover (15–25%), at least one recent successful tech implementation, generally positive attitude toward new tools
3	Average turnover (25–35%), mixed tech adoption history, some staff resistance to new workflows
2	High turnover (35–50%), limited tech adoption success, significant training investment required
1	Very high turnover (>50%), failed previous tech implementations, substantial staff resistance

Factor 3: Patient Volume Impact

Score	Criteria	Note
5	Very high volume (>2,000 active patients, >400 new patients/year)	High impact + high risk
4	High volume (1,500–2,000 active patients, 300–400 new patients/year)	Strong impact opportunity
3	Moderate volume (1,000–1,500 active patients, 200–300 new patients/year)	Balanced risk/reward
2	Lower volume (500–1,000 active patients, 100–200 new patients/year)	Lower risk for pilots
1	Low volume (<500 active patients, <100 new patients/year)	Limited sample size for learning

⚠️ Note: For pilot locations, score of 2–3 is actually ideal—enough volume to generate meaningful data but not so high that problems affect your largest revenue centers.

Factor 4: Existing Tech Stack Compatibility

Score	Criteria
5	PMS has proven ProSites integration, all systems cloud-based, no custom integrations to preserve
4	PMS has ProSites integration, minimal custom work needed, one or two legacy tools to migrate
3	PMS integration available but may require configuration, some custom tools requiring workarounds
2	PMS integration requires substantial setup, multiple legacy tools creating complexity
1	Non-standard PMS or significant custom systems that may not integrate

Factor 5: Local Champion Availability

Score	Criteria
5	Tech-forward Office Manager with bandwidth to lead + supportive lead provider actively engaged
4	Capable Office Manager with bandwidth OR highly engaged provider, other party supportive
3	Office Manager willing but stretched thin, no provider actively championing
2	Office Manager skeptical or overwhelmed, no clear internal advocate
1	Office Manager resistant or position vacant, provider indifferent or opposed

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Composite Scoring & Rollout Sequencing

Scoring Calculation

Weighted Score Formula:

Composite Score = (Infrastructure × 0.20) + (Staff × 0.20) + (Volume × 0.15) + (Tech Stack × 0.25) + (Champion × 0.20)

Rationale for weightings:

• Tech Stack compatibility (0.25): Technical integration issues are the #1 cause of implementation delays
• Infrastructure (0.20): Foundational requirement that blocks everything else if inadequate
• Staff (0.20): Human factors determine whether technically successful implementations actually get used
• Champion (0.20): Local ownership is essential for sustained adoption
• Volume (0.15): Lower weight because moderate volume is often ideal for pilots

Location Classification

Composite Score	Classification	Rollout Recommendation
4.0–5.0	Tier 1: Ready	Wave 1 candidates (pilot)
3.0–3.9	Tier 2: Capable	Wave 2 candidates
2.0–2.9	Tier 3: Needs Preparation	Wave 3 with remediation plan
<2.0	Tier 4: Significant Work Required	Delay until prerequisites met

Sample Readiness Assessment Matrix

Location	Infrastructure	Staff	Volume	Tech Stack	Champion	Composite	Tier
Maple Street	4	5	3	4	5	4.15	1
Oak Avenue	5	4	4	5	4	4.40	1
Pine Plaza	3	3	4	3	3	3.15	2
Cedar Court	4	4	5	4	2	3.75	2
Birch Center	2	3	3	2	2	2.40	3

Rollout Sequence Recommendations

Wave 1 Selection Criteria (2–3 locations):

• Composite score 4.0+ AND
• Volume score of 2–4 (not your highest-volume locations) AND
• Geographic diversity (different markets if possible) AND
• Different PMS systems (to test integration variations) AND
• Champion score of 4+

Why these criteria matter: Pilots should validate the playbook across your operational diversity while protecting your highest-revenue locations from early-stage issues.

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4. Rollout Strategy

Wave Structure

Recommended Wave Plan

Wave	Locations	Duration	Purpose
Wave 1 (Pilot)	2–3 locations	3 weeks deployment + 1 week assessment	Validate playbook, identify gaps, train central team
Wave 2 (Expansion)	5–8 locations	3 weeks deployment	Scale learnings, refine at moderate volume
Wave 3 (Acceleration)	8–12 locations	3 weeks deployment	Full speed rollout with proven process
Wave 4+ (Completion)	Remaining	2–3 weeks per wave	Complete portfolio

Wave 1 Pilot: Selection Deep Dive

Ideal Pilot Location Profile:

• Composite readiness score 4.0–4.5 (high readiness but not artificially perfect)
• 200–300 new patients annually (sufficient volume, manageable risk)
• Office Manager with 2+ years tenure who has led previous technology changes
• PMS that represents at least 40% of your portfolio (learnings transfer widely)
• Geographic proximity to central office (enables in-person support if needed)

Pilot Location Responsibilities:

• Provide detailed feedback through structured daily check-ins
• Document all issues, workarounds, and unexpected behaviors
• Allow central team to shadow staff during first week
• Participate in lessons learned session at end of wave
• Serve as reference site for future waves

Timeline Per Wave

Wave 1 Detailed Timeline:

Week	Phase	Activities
Week 3	Configuration	Integration setup, website migration, content configuration
Week 4	Training & Testing	Staff training, UAT, soft launch
Week 5	Go-Live & Stabilization	Full deployment, intensive support, daily monitoring
Week 6	Assessment	Data analysis, lessons learned, playbook updates

Waves 2+ Timeline:

Week	Phase	Activities
Week 1	Configuration	Parallel setup across wave locations
Week 2	Training	Champion-led training, UAT
Week 3	Go-Live	Staggered go-lives (2–3 locations per day), active monitoring

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Go/No-Go Criteria

Wave Advancement Criteria

Before advancing to the next wave, the following must be achieved:

Technical Criteria (All Required): ☐ PMS integration functioning correctly at >95% of locations ☐ Website performance metrics meet baseline (load time <3 seconds) ☐ All critical integrations (online scheduling, review requests) operational ☐ No unresolved Severity 1 or 2 issues

Adoption Criteria (All Required): ☐ >90% of trained staff actively using the platform ☐ >80% of staff rate training as "adequate" or better ☐ Local champions report confidence in supporting their teams

Operational Criteria (All Required): ☐ Patient acquisition workflows functioning as designed ☐ No negative patient feedback directly attributable to system issues ☐ Support ticket volume decreasing day-over-day

Learning Criteria (All Required): ☐ Lessons learned documented and incorporated into playbook ☐ Training materials updated based on feedback ☐ Central support team comfortable handling common issues

🟣 Go/No-Go Decision Authority:

• VP of Operations: Final decision authority
• IT Director: Must confirm technical criteria met
• VP of Marketing: Must confirm functional criteria met
• CDO: Must confirm patient experience criteria met

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Rollback Plan

Rollback Triggers

Initiate rollback discussion if any of the following occur:

• Critical integration failure affecting patient scheduling
• Data integrity issues (patient information errors)

• 25% of staff unable to perform core functions after training

• Patient complaints exceeding 3x baseline rate
• Revenue impact exceeding 10% decline attributed to system issues

Rollback Procedure

Level 1: Feature Rollback (1–2 hours)

• Disable specific feature causing issues while maintaining core functionality
• Document issue for vendor escalation
• Communicate workaround to affected staff

Level 2: Location Rollback (4–8 hours)

• Revert specific location to previous website/marketing configuration
• Maintain ProSites admin access for troubleshooting
• Pause further rollout at that location until resolved

Level 3: Wave Rollback (24–48 hours)

• Pause entire wave deployment
• Revert affected locations to previous state
• Convene emergency steering committee
• Do not proceed with subsequent waves until root cause addressed

Cross-Wave Isolation

Each wave operates independently:

• Issues at Wave 2 locations do not affect Wave 1 locations already stable
• Wave 3 can proceed even if one Wave 2 location is rolled back
• Central monitoring dashboard tracks each location's status independently

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration

🔵 Prerequisites (vendor involvement required): ☐ Dentrix version 16.0 or higher confirmed ☐ ProSites provided Dentrix integration package ☐ Local IT has admin access to Dentrix server

Configuration Steps:

Step	Action	Time	Owner
1	Install ProSites connector on Dentrix server	30 min	Local IT
2	Configure API connection with provided credentials	15 min	Local IT
3	Map provider IDs between systems	30 min	Office Manager
4	Configure appointment type mapping	45 min	Office Manager
5	Enable bi-directional sync	15 min	Local IT
6	Test appointment creation in both directions	30 min	Office Manager
7	Verify patient data sync	30 min	Office Manager

⚠️ Common Issues:

• Firewall blocking outbound connections: Whitelist ProSites IP ranges
• Provider ID mismatch: Double-check mapping spreadsheet
• Duplicate patient records: Configure matching rules before enabling sync

Eaglesoft Integration

🔵 Prerequisites: ☐ Eaglesoft version 19.0 or higher confirmed ☐ Eaglesoft Online enabled (required for cloud sync) ☐ ProSites provided integration credentials

Configuration Steps:

Step	Action	Time	Owner
1	Enable Eaglesoft API access in system settings	15 min	Local IT
2	Install ProSites connector utility	20 min	Local IT
3	Authenticate with ProSites platform	10 min	Local IT
4	Configure data sharing permissions	20 min	Office Manager
5	Map operatory and provider settings	30 min	Office Manager
6	Test online scheduling flow	30 min	Front Desk
7	Verify review request automation	20 min	Office Manager

Open Dental Integration

🔵 Prerequisites: ☐ Open Dental version 21.1 or higher ☐ Open Dental API key generated (Customer Portal → API) ☐ eServices enabled if using online scheduling

Configuration Steps:

Step	Action	Time	Owner
1	Generate Open Dental API key	10 min	Office Manager
2	Enter API key in ProSites admin panel	5 min	Central Admin
3	Configure FHIR bridge settings	20 min	IT
4	Map appointment types and operatories	30 min	Office Manager
5	Enable patient communication preferences sync	15 min	Office Manager
6	Test end-to-end scheduling workflow	30 min	Front Desk

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Website Migration & Configuration

Website Migration Steps

Step	Action	Time	Owner
1	Audit existing website content inventory	2 hours	Marketing
2	🔵 Submit content to ProSites for template configuration	1 hour	Marketing
3	🔵 ProSites builds initial website draft	5–7 days	ProSites
4	Review and provide revision feedback	2 hours	Marketing + Office Manager
5	🔵 ProSites implements revisions	2–3 days	ProSites
6	Final approval and sign-off	1 hour	Marketing
7	🔵 DNS cutover to ProSites hosting	24–48 hours	IT + ProSites
8	Post-migration verification	1 hour	Marketing

⚠️ Critical: Schedule DNS cutover for low-traffic period (weekend evening). Have rollback plan ready if issues arise.

Marketing Automation Configuration

Email Marketing Setup: ☐ Import existing patient email lists with consent flags ☐ Configure sender identity (from name, reply-to address) ☐ Set up email authentication (SPF, DKIM, DMARC) ☐ Create email templates using brand guidelines ☐ Configure automated workflows:

• New patient welcome sequence
• Appointment reminders
• Post-appointment review requests
• Reactivation campaigns
• Birthday/anniversary messages

Review Management Setup: ☐ Connect Google Business Profile ☐ Connect Facebook Business Page ☐ Configure review request timing (recommend: 2 hours post-appointment) ☐ Set up review monitoring alerts ☐ Create response templates for:

• Positive reviews (variations for freshness)
• Neutral reviews
• Negative reviews (with escalation protocol)

Social Media Configuration: ☐ Connect Facebook and Instagram accounts ☐ Configure posting schedule ☐ Set up content library with approved posts ☐ Enable social inbox for message monitoring

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Test Environment & Validation

Centralized Test Environment (Recommended for DSO)

🟣 Decision: Centralized vs. Distributed Testing

• Recommendation: Establish single centralized test environment that mirrors production
• Central team validates integrations once, then replicates configuration to locations
• Reduces testing burden at location level while ensuring consistency

Test Environment Setup:

Step	Action	Time	Owner
1	🔵 Request test/sandbox environment from ProSites	2 days	Central IT
2	Configure test instance with production-like settings	4 hours	Central IT
3	Connect to PMS test database (if available) or use demo data	2 hours	Central IT
4	Document test scenarios and expected outcomes	2 hours	Marketing + IT
5	Execute test cases and document results	4 hours	QA Team
6	Remediate issues and retest	Variable	IT + ProSites

Validation Checklist

Website Validation: ☐ All pages load correctly on desktop and mobile ☐ Contact forms submit successfully and route to correct recipient ☐ Online scheduling connects to PMS and creates appointments ☐ Phone tracking numbers display correctly ☐ SSL certificate active (https://) ☐ Page load time <3 seconds

Integration Validation: ☐ Appointments created in ProSites appear in PMS ☐ Patient data syncs correctly (no duplicate records) ☐ Provider availability reflects PMS schedule blocks ☐ Cancellations sync bi-directionally

Marketing Validation: ☐ Test emails deliver to inbox (not spam) ☐ Email links function correctly ☐ Review requests trigger at appropriate times ☐ Social posts publish as scheduled

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Enterprise HIPAA & Security Checklist

Business Associate Agreement

☐ BAA executed with ProSites covering all locations ☐ BAA terms reviewed by legal counsel ☐ BAA includes breach notification provisions ☐ Subcontractor BAAs confirmed (hosting providers, etc.)

Data Governance

☐ Data classification policy applied to marketing data ☐ Data retention requirements configured (email logs, analytics) ☐ Data deletion procedures documented ☐ Cross-border data transfer requirements confirmed (if applicable)

Access Controls

☐ Role-based access control (RBAC) configured ☐ Minimum necessary access principle applied ☐ User access review process established (quarterly) ☐ Terminated employee access revocation procedure in place ☐ Multi-factor authentication enabled for admin accounts

Security Configuration

☐ SSO integration configured and tested ☐ Password policy meets organizational standards ☐ Session timeout configured (recommend: 15 minutes) ☐ IP whitelisting enabled for admin functions (if applicable)

Audit & Monitoring

☐ Audit logging enabled for all user actions ☐ Log retention meets compliance requirements (minimum 6 years) ☐ Security incident reporting procedures documented ☐ Annual security review scheduled

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Configuration Standardization

Standardized Configuration Template

Settings That Should Be Identical Across All Locations:

Setting Category	Standardize	Rationale
Brand colors and fonts	Yes	Visual consistency
Logo and favicon	Yes (with local variant option)	Brand recognition
Footer links (privacy policy, terms)	Yes	Legal compliance
Email sender domain	Yes	Deliverability
Review request timing	Yes	Consistent patient experience
Reporting metrics and KPIs	Yes	Enables cross-location comparison
User role permissions	Yes	Security and compliance
Data retention settings	Yes	Legal requirements

Location-Specific Configuration

Settings That Can/Should Vary By Location:

Setting Category	Localize	Guidance
Office hours	Yes	Reflect actual hours
Provider bios and photos	Yes	Feature actual providers
Services offered	Yes	Based on provider capabilities
Specialty focus	Yes	Align with local market positioning
Insurance accepted	Yes	Based on contracts
Promotions and offers	Limited	Must align with brand guidelines
Local content (community events)	Yes	With central approval
Google Business Profile details	Yes	Accurate location information

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6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Each location needs one designated champion who will:

• Complete advanced training (4–6 hours vs. 1–2 hours for staff)
• Deliver training to their own team members
• Serve as first point of contact for questions
• Escalate unresolved issues to regional/central team
• Monitor adoption and identify struggling users

Ideal Champion Profile:

• Office Manager OR senior team member with 2+ years tenure
• Demonstrated comfort with technology
• Respected by peers (influence matters)
• Available bandwidth (not already overwhelmed)
• Positive attitude toward the change

Champion Responsibilities:

Responsibility	Frequency	Time Investment
Complete advanced training	One-time	4–6 hours
Deliver staff training	Per staff member	1–2 hours each
Daily platform check during rollout	Daily (first 2 weeks)	30 min/day
First-line support for staff questions	As needed	30 min/day average
Weekly check-in with regional team	Weekly	30 min
Report issues and feedback	As needed	15 min/occurrence

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Centralized Training Materials

Materials to Create Centrally:

☐ Video training library:

• Platform overview (10 min)
• Website management basics (15