Implementation PlaybookDSO · Group Practice

RevUp Dental

Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.

Contents

RevUp Dental — Implementation Playbook (DSO)

RevUp Dental Implementation Playbook

Marketing & Acquisition AI for Dental Support Organizations

1. Executive Summary

What RevUp Dental Does

RevUp Dental is an AI-powered marketing and patient acquisition platform that automates lead generation, optimizes advertising spend across digital channels, personalizes patient outreach based on behavioral data, and provides unified campaign analytics across multiple locations. The platform uses machine learning to predict patient lifetime value, automate follow-up sequences, and dynamically allocate marketing budgets to highest-performing channels and locations.

Why DSOs Specifically Benefit from Marketing AI at Scale

DSOs face a unique marketing challenge: the need for brand consistency and centralized strategy execution across dozens of locations, each serving distinct local markets with varying competitive dynamics. AI-powered marketing tools deliver compounding advantages at scale:

Data Aggregation: With 15–50 locations generating thousands of patient interactions monthly, RevUp Dental's algorithms have sufficient data density to identify patterns invisible at the single-practice level—such as which messaging resonates with specific demographics, optimal ad timing by market, and cross-location attribution insights.
Standardization with Localization: Central marketing teams can enforce brand standards and campaign frameworks while the AI automatically tailors creative, offers, and channel mix to each location's unique market dynamics.
Budget Optimization: Instead of allocating marketing dollars equally or arbitrarily across locations, AI dynamically shifts spend toward locations and channels with the highest marginal return, maximizing patient acquisition efficiency organization-wide.
Operational Leverage: A centralized platform eliminates the chaos of fragmented vendor relationships, inconsistent reporting, and manual campaign management that plagues multi-location marketing operations.

Expected Timeline: Decision to Full Deployment

Phase	Duration	Milestone
Pre-Implementation	Weeks 1–2	Infrastructure audit, stakeholder alignment, baseline metrics captured
Configuration & Integration	Weeks 2–3	Platform configured, integrations validated, test environment operational
Wave 1 Pilot	Weeks 4–6	2–3 pilot locations live, initial optimization
Wave 2 Expansion	Weeks 7–10	Next 5–8 locations deployed
Wave 3 Full Deployment	Weeks 11–16	Remaining locations live
Optimization & Stabilization	Weeks 17–20	Full deployment optimized, steady-state operations

Total Timeline: 16–20 weeks from signed contract to full deployment across all locations.

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

Technical Requirements

Hardware

☐ Verify all locations have workstations with minimum specs: 8GB RAM, modern browser (Chrome 90+, Edge 90+, Firefox 88+) ☐ Confirm reliable internet connectivity at all locations (minimum 25 Mbps download, 10 Mbps upload) ☐ Inventory call tracking hardware if replacing existing phone systems ☐ Assess tablet/mobile device inventory for location managers accessing dashboards

Software

☐ Document current PMS version at each location (Dentrix, Eaglesoft, Open Dental, or other) ☐ Identify all existing marketing tools to be replaced or integrated (CRM, email platforms, call tracking, reputation management) ☐ Confirm browser versions and update policies across locations ☐ Verify VPN/remote access capabilities for central team oversight

Network

☐ Test firewall rules at each location—RevUp Dental requires outbound HTTPS on ports 443 and specific webhook endpoints ☐ Confirm DNS configurations allow for subdomain tracking URLs ☐ Verify SSL certificate management process for any custom domains

Integrations

☐ 🔵 Obtain RevUp Dental's integration requirements document from vendor ☐ Identify PMS integration method per location (direct API, middleware, manual export) ☐ Map current patient communication touchpoints (appointment reminders, recall, marketing emails) ☐ Document existing call tracking numbers and porting requirements

🔵 Vendor Onboarding Steps

Task	Owner	Timeline	Notes
☐ Complete vendor security questionnaire	Central IT	Day 1–3	Request questionnaire immediately upon contract signing
☐ Execute Business Associate Agreement (BAA)	Legal/Compliance	Day 1–5	⚠️ Do not proceed without signed BAA
☐ Establish primary and secondary vendor contacts	Project Lead	Day 1	Obtain direct lines for implementation manager and technical support
☐ Schedule kickoff call with vendor implementation team	Project Lead	Day 3–5	Include central marketing, IT, and operations leads
☐ Confirm vendor-provided training and support SLAs	Project Lead	Day 5	Document response time commitments
☐ Obtain sandbox/demo environment credentials	Central IT	Day 5–7	Begin familiarization before configuration

Data/Access Prerequisites

☐ Create centralized administrator account credentials ☐ Compile list of all location-specific Google Business Profiles with access credentials ☐ Gather Meta (Facebook/Instagram) Business Manager access for all location pages ☐ Document Google Ads account structure (single account with location campaigns vs. separate accounts) ☐ 🔵 Provide vendor with API keys for PMS integrations (coordinate with PMS vendors as needed) ☐ Compile historical marketing performance data (minimum 12 months):

Monthly ad spend by channel and location
Lead volume by source
Patient conversion rates
Cost per acquisition

☐ ⚠️ Export current patient database for historical analysis (de-identified as required) ☐ Document all active phone tracking numbers and call routing logic ☐ Provide access to website analytics (Google Analytics, Tag Manager)

Internal Stakeholder Alignment

🟣 Who Needs to Approve

Decision	Approver	Approval Needed By
Overall AI tool adoption and budget	CEO/Board	Pre-contract
Vendor selection and contract terms	CFO + Legal	Pre-contract
Data sharing and integration scope	Chief Privacy Officer/Compliance	Week 1
Rollout timeline and wave structure	VP of Operations	Week 1
Marketing strategy changes enabled by tool	CMO/VP Marketing	Week 1
Location-level resource allocation	Regional Managers	Week 2

Who Needs to Be Informed

Stakeholder	Communication Method	Timing
Board/Investors	Executive briefing	Monthly during rollout
C-Suite	Weekly status updates	Throughout implementation
Regional Managers	Detailed rollout briefing	Week 2
Office Managers (all locations)	Overview communication	Week 2
Clinical Providers	FAQ document	Before pilot launch
Front Desk Staff	Role-specific communication	Before location go-live

Baseline Metrics to Capture Before Go-Live

⚠️ Critical: These metrics must be captured consistently across ALL locations before any location goes live. Without standardized baseline measurement, cross-location ROI comparison will be impossible.

Patient Acquisition Metrics (Capture 90-day trailing average per location)

Metric	Source	Standardized Definition
☐ New patient volume	PMS	Patients with first appointment completed in period
☐ Lead volume by source	Current tracking tools	Inbound inquiries via phone, web form, chat, walk-in
☐ Lead-to-appointment conversion rate	PMS + tracking	Appointments scheduled ÷ total leads
☐ Appointment-to-patient conversion rate	PMS	Completed first appointments ÷ scheduled appointments
☐ Average new patient revenue (first 12 months)	PMS	Total production from patients acquired in cohort
☐ Marketing spend by channel	Finance/Marketing	Allocate shared costs proportionally
☐ Cost per lead by channel	Calculated	Spend ÷ leads per channel
☐ Cost per new patient	Calculated	Total marketing spend ÷ new patients
☐ Patient acquisition payback period	Calculated	Cost per patient ÷ average monthly production

Operational Metrics

Metric	Source	Standardized Definition
☐ Average time from lead to scheduled appointment	Tracking system	Hours/days from first contact to appointment booking
☐ Missed call rate	Phone system	Calls to main line not answered within 3 rings
☐ After-hours inquiry volume	Web forms, voicemail	Inquiries received outside business hours
☐ Recall/reactivation response rate	PMS/marketing tools	Patients responding to recall campaigns
☐ Online review volume and rating	Reputation platforms	Monthly review count and average star rating
☐ Website conversion rate	Google Analytics	Form submissions + click-to-call ÷ total sessions

🟣 Enterprise-Level Requirements

☐ Establish standardized metric definitions document (approved by CFO and CMO) ☐ Designate metric capture owner at each location (typically office manager) ☐ Create centralized data collection template/spreadsheet ☐ ⚠️ Complete baseline data capture for ALL locations before Wave 1 launch ☐ Verify data quality—spot-check 20% of locations for accuracy ☐ Archive baseline data in accessible format for future comparison

Enterprise Infrastructure Requirements

Network Standards

☐ Document minimum bandwidth requirements and verify compliance at all locations ☐ Establish VPN requirements for centralized dashboard access ☐ Confirm firewall rule standardization process across locations ☐ 🟣 Decide: Cloud-hosted (vendor infrastructure) vs. hybrid hosting model

Identity and Access Management

☐ 🔵 Verify vendor supports SSO (SAML 2.0 or OAuth 2.0) ☐ Integrate with existing identity provider (Okta, Azure AD, Google Workspace) ☐ Define role-based access control (RBAC) structure:

Central admin (full access all locations)
Regional manager (full access to region, read-only others)
Location manager (full access own location only)
Location staff (limited access own location)

☐ Establish credential management and rotation policies ☐ Document access provisioning/deprovisioning workflow (new hires, terminations, transfers)

Centralized vs. Location-Level Hosting

☐ 🟣 Decide hosting model based on PMS integration requirements:

Approach	Best For	Tradeoffs
Fully Centralized	Cloud-based PMS, strong internet at all locations	Simpler management, potential latency for location-specific data
Hybrid	Mixed PMS environment	Balances local performance with central visibility
Distributed	Legacy on-premise PMS	Maximizes compatibility, increases management complexity

Stakeholder Alignment Map

┌─────────────────────────────────────────────────────────────────┐
│                     BOARD / INVESTORS                          │
│  Communication: Quarterly strategic updates, ROI reports       │
│  Key Concern: Return on investment, competitive positioning    │
└─────────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────────┐
│                         C-SUITE                                 │
│  CEO: Overall success, strategic alignment                      │
│  CFO: Budget adherence, ROI tracking                           │
│  CMO: Marketing strategy, brand consistency                    │
│  VP Operations: Rollout execution, location readiness          │
│  Communication: Weekly status, monthly deep-dives              │
└─────────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────────┐
│                    REGIONAL MANAGERS                            │
│  Role: Cascade communication, monitor location progress        │
│  Key Concern: Minimal disruption, location performance         │
│  Communication: Bi-weekly briefings, real-time escalation      │
└─────────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────────┐
│                 LOCATION OFFICE MANAGERS                        │
│  Role: Local champion, staff training, day-to-day adoption     │
│  Key Concern: Workload impact, staff readiness                 │
│  Communication: Pre-launch briefings, daily support during     │
│                 go-live, weekly check-ins post-launch          │
└─────────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────────┐
│                       PROVIDERS                                 │
│  Role: Minimal direct interaction (marketing tool)             │
│  Key Concern: Patient quality, not volume at expense of care   │
│  Communication: Overview only, FAQ document                    │
└─────────────────────────────────────────────────────────────────┘

3. Location Readiness Assessment

Scoring Framework

Score each location 1–5 on the following factors (5 = highest readiness):

Factor 1: IT Infrastructure Maturity (Weight: 25%)

Score	Criteria
5	Internet 100+ Mbps, hardware <2 years old, cloud-based PMS, modern browsers
4	Internet 50–100 Mbps, hardware 2–3 years old, supported PMS version
3	Internet 25–50 Mbps, hardware 3–4 years old, PMS integration available but may require updates
2	Internet <25 Mbps, hardware 4–5 years old, PMS version requires upgrade for integration
1	Connectivity issues, outdated hardware requiring replacement, unsupported PMS

Factor 2: Staff Tenure and Adaptability (Weight: 20%)

Score	Criteria
5	<10% annual turnover, previous successful tech implementations, staff requests new tools
4	10–20% turnover, positive tech adoption history, generally receptive to change
3	20–30% turnover, mixed tech adoption results, neutral toward change
2	30–40% turnover, resistance in past implementations, requires significant change management
1	>40% turnover, failed past implementations, active resistance expected

Factor 3: Patient Volume (Weight: 15%)

Score	Criteria	Risk/Reward Profile
5	>1,500 patients/month	Highest potential ROI, requires robust support
4	1,000–1,500 patients/month	Strong ROI potential, manageable complexity
3	500–1,000 patients/month	Moderate impact, good for mid-wave rollout
2	250–500 patients/month	Limited impact, lower priority unless other factors favorable
1	<250 patients/month	Consider whether investment justified

Factor 4: Tech Stack Compatibility (Weight: 25%)

Score	Criteria
5	PMS has native RevUp integration, all existing tools replaceable, clean data
4	PMS integration via supported API, most tools replaceable, minor data cleanup
3	PMS integration via middleware, some tools require parallel operation temporarily
2	PMS integration requires custom development, significant tool overlap to manage
1	No viable PMS integration path without major system change

Factor 5: Local Champion Availability (Weight: 15%)

Score	Criteria
5	Identified champion with tech background, available capacity, leadership credibility
4	Identified champion who is motivated and trainable, some capacity constraints
3	Potential champion identified but not yet confirmed, average enthusiasm
2	No clear champion, will need to develop or assign from outside
1	No viable champion candidates, high likelihood of needing external support

Composite Score Calculation

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

Readiness Tiers

Composite Score	Readiness Tier	Recommended Wave
4.0 – 5.0	High Readiness	Wave 1 Pilot (select 2–3)
3.0 – 3.9	Moderate Readiness	Wave 2
2.0 – 2.9	Low Readiness	Wave 3 (with remediation)
< 2.0	Not Ready	⚠️ Remediation required before rollout

Example Scoring Template

Location	Infrastructure (×.25)	Staff (×.20)	Volume (×.15)	Tech Stack (×.25)	Champion (×.15)	Composite	Tier
Location A	5 (1.25)	4 (0.80)	4 (0.60)	5 (1.25)	5 (0.75)	4.65	High
Location B	4 (1.00)	3 (0.60)	5 (0.75)	4 (1.00)	4 (0.60)	3.95	Moderate
Location C	2 (0.50)	2 (0.40)	3 (0.45)	3 (0.75)	2 (0.30)	2.40	Low

Rollout Sequence Recommendations

Wave 1 Selection Criteria (2–3 locations)

Select from High Readiness tier, prioritizing:

⚠️ Geographic diversity (different regions to test regional variables)
PMS diversity (if your DSO uses multiple PMS platforms, include representatives)
Representative patient demographics (suburban vs. urban, insurance mix, specialty mix)
Champion enthusiasm and availability
🟣 Avoid flagship locations for Wave 1—pilot risk should not threaten highest-visibility practices

Wave 2 Selection (5–8 locations)

All remaining High Readiness locations
Top-scoring Moderate Readiness locations
Include at least one location that required infrastructure remediation (to validate remediation process)

Wave 3 (remaining locations)

Remaining Moderate Readiness locations
Low Readiness locations that have completed remediation
🟣 Any locations scoring <2.0 require executive decision on whether to proceed, delay, or exclude

4. Rollout Strategy

Wave Structure Overview

Week 1-3        Week 4-6        Week 7-10       Week 11-16      Week 17-20
┌──────────┐    ┌──────────┐    ┌───────────┐   ┌───────────┐   ┌───────────┐
│  Config  │ → │  Wave 1  │ → │  Wave 2   │ → │  Wave 3   │ → │  Optimize │
│  & Prep  │    │  Pilot   │    │  Expand   │   │  Complete │   │  & Scale  │
│          │    │ 2-3 locs │    │  5-8 locs │   │ Remaining │   │           │
└──────────┘    └──────────┘    └───────────┘   └───────────┘   └───────────┘

Wave 1: Pilot Deployment (Weeks 4–6)

Objectives

Validate integration functionality in live environments
Test training program effectiveness
Identify workflow friction points before scale
Generate initial performance data for optimization

Wave 1 Selection Criteria

Criterion	Weight	Rationale
High composite readiness score	30%	Maximizes success probability
Strong local champion	25%	Provides reliable feedback and adaptation
Representative PMS configuration	20%	Validates integration before scale
Manageable patient volume	15%	Enough activity for data, not overwhelming if issues
Executive visibility	10%	Creates momentum for broader rollout

Recommended Wave 1 size: 2–3 locations (enough for pattern recognition, small enough for intensive support)

Wave 1 Timeline

Week	Activities
Week 4	Champion training, system configuration, integration testing, soft launch (10% of marketing activity)
Week 5	Gradual ramp to 50% marketing activity, daily monitoring, workflow adjustments
Week 6	Full marketing activity, comprehensive performance review, Wave 2 preparation

🔵 Vendor Involvement (Wave 1)

Dedicated implementation manager on-call
Daily check-in calls (15 minutes)
Same-day response for technical issues
End-of-wave success review and recommendations

Go/No-Go Criteria: Wave 1 → Wave 2

🟣 Must Pass (all required)

Criterion	Threshold	Measurement
☐ Integration stability	<2 hours unplanned downtime	System logs
☐ Data accuracy	>95% lead attribution accuracy	Spot-check audit
☐ Staff adoption	>80% of trained staff using system	Usage logs
☐ No HIPAA incidents	Zero	Compliance audit
☐ Champion confidence	All champions rate readiness ≥4/5	Champion survey

Should Pass (2 of 3 required)

Criterion	Threshold	Measurement
☐ Lead volume maintained or improved	≥100% of baseline	Dashboard metrics
☐ Response time improvement	≥10% faster lead response	System data
☐ Staff satisfaction	Net Promoter Score ≥0	Staff survey

⚠️ Wave Advancement Decision Matrix

Must Pass	Should Pass	Decision
All 5	2–3 of 3	✅ Proceed to Wave 2
All 5	0–1 of 3	⚠️ Proceed with caution, extend Wave 2 timeline
4 of 5	Any	🔴 Pause, remediate, revalidate
<4 of 5	Any	🔴 Full stop, executive review required

Wave 2: Expansion (Weeks 7–10)

Objectives

Apply learnings from Wave 1 to streamline deployment
Validate train-the-trainer model at scale
Test cross-location reporting and comparison
Build internal expertise and reduce vendor dependency

Wave 2 Timeline

Week	Activities
Week 7	Champion training for Wave 2 locations, configuration using standardized templates
Week 8	Soft launch at first 3–4 Wave 2 locations
Week 9	Soft launch at remaining Wave 2 locations, full ramp at early Wave 2 sites
Week 10	Full activity all Wave 2 locations, performance review, Wave 3 preparation

Wave 2 Process Improvements (Applied from Wave 1)

Use standardized configuration templates validated in Wave 1
Deploy FAQ and troubleshooting guides developed from Wave 1 issues
Reduce vendor daily calls to every-other-day
Champions from Wave 1 available to mentor Wave 2 champions

Go/No-Go Criteria: Wave 2 → Wave 3

Same criteria as Wave 1 → Wave 2, plus:

Additional Criterion	Threshold	Measurement
☐ Wave 1 locations sustained performance	No degradation from Week 6	Dashboard metrics
☐ Cross-location comparison functioning	Accurate multi-location dashboards	System validation
☐ Train-the-trainer model validated	Wave 2 training delivered by champions, not vendor	Training logs

Wave 3: Full Deployment (Weeks 11–16)

Objectives

Complete deployment to all remaining locations
Transition to steady-state operations
Full cross-location optimization enabled
Vendor transitions to support mode (from implementation mode)

Wave 3 Approach

For organizations with 15–30 remaining locations:

Deploy in 2–3 sub-waves of 5–10 locations each
One-week intervals between sub-waves
Regional groupings to enable peer support

For organizations with 30+ remaining locations:

Deploy in 3–4 sub-waves
Two-week intervals between sub-waves
Consider dedicated project resource per region

Wave 3 Timeline

Week	Activities
Week 11	Wave 3a launch (first third of remaining locations)
Week 12	Wave 3a ramp to full, Wave 3b soft launch
Week 13	Wave 3b ramp to full, Wave 3c soft launch
Week 14	Wave 3c ramp to full, remaining location launches
Week 15	All locations live, stabilization
Week 16	Full deployment validation, transition to steady-state

Rollback Plan

Triggers for Rollback Consideration

Critical integration failure affecting >50% of marketing activity
Data security incident or potential HIPAA breach
20% drop in lead volume sustained for >48 hours
System unavailability >4 hours during business hours

🟣 Rollback Decision Authority

Scope	Decision Maker	Response Time
Single location temporary pause	Regional Manager	Immediate
Single location full rollback	VP Operations	4 hours
Wave-level pause	VP Operations + CMO	24 hours
Wave-level rollback	C-Suite	48 hours
Full program halt	CEO + Board	72 hours

Rollback Procedure

Single Location Rollback:

☐ Disable RevUp Dental marketing automation for location (revert to manual/previous system)
☐ Verify phone tracking numbers revert to direct routing
☐ Confirm PMS integration paused (lead data still captured manually)
☐ Notify vendor support of rollback
☐ Document issue details for resolution
☐ Continue other locations unaffected

Wave-Level Rollback:

☐ Execute single location rollback for all affected locations
☐ 🔵 Emergency vendor escalation call within 4 hours
☐ Freeze subsequent wave launches
☐ Root cause analysis within 72 hours
☐ Remediation plan approved before any re-deployment

⚠️ Rollback Isolation

RevUp Dental's architecture should allow location-level rollback without affecting other locations. Verify this capability with vendor before Wave 1 launch.

5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

🔵 Dentrix Integration (Estimated: 4–6 hours per location)

Prerequisites: ☐ Dentrix version G7.3 or higher (verify version: Help → About Dentrix) ☐ Dentrix API key obtained from Henry Schein ☐ Administrator credentials for Dentrix server ☐ Firewall rules allowing outbound connections on port 443

Integration Steps:

☐ 🔵 RevUp Dental provides Dentrix connector module (30 min)
☐ Install connector on Dentrix server machine (15 min)
☐ Enter RevUp Dental API credentials in connector settings (10 min)
☐ Map Dentrix provider codes to RevUp Dental provider profiles (30 min)
☐ Map Dentrix appointment types to RevUp Dental categories (20 min)
☐ Configure data sync frequency (recommended: real-time for new patients, hourly for updates) (15 min)
☐ Test connection with single test record (15 min)
☐ ⚠️ Verify HIPAA-compliant data transmission (encryption validation) (30 min)
☐ Run full historical data import (timing varies: 1–3 hours depending on database size)
☐ Validate imported data accuracy (spot-check 20 random records) (45 min)

🔵 Eaglesoft Integration (Estimated: 4–6 hours per location)

Prerequisites: ☐ Eaglesoft version 21 or higher ☐ Patterson Technology Center API access configured ☐ Database access credentials (typically Windows authentication) ☐ .NET Framework 4.7.2 or higher on server

Integration Steps:

☐ 🔵 Obtain RevUp Dental Eaglesoft bridge application (30 min)
☐ Install bridge application on Eaglesoft server (20 min)
☐ Configure connection string for Eaglesoft database (15 min)
☐ Authenticate with RevUp Dental cloud services (10 min)
☐ Map appointment types and provider codes (30 min)
☐ Configure real-time event triggers (new patient, appointment scheduled, appointment completed) (30 min)
☐ Test bidirectional sync (RevUp lead → Eaglesoft appointment) (30 min)
☐ Import historical patient/appointment data (1–3 hours)
☐ Validate data integrity (45 min)

🔵 Open Dental Integration (Estimated: 3–5 hours per location)

Prerequisites: ☐ Open Dental version 21.1 or higher ☐ Open Dental API service enabled (Setup → Advanced Setup → Open Dental API) ☐ API developer key (contact Open Dental support if not available) ☐ MySQL database access (read-only user recommended for security)

Integration Steps:

☐ Enable API in Open Dental (Setup → Advanced Setup → Open Dental API) (10 min)
☐ Create dedicated API user with appropriate permissions (15 min)
☐ 🔵 Enter API credentials in RevUp Dental integration panel (10 min)
☐ Select data elements for sync (patients, appointments, providers, production) (15 min)
☐ Configure webhook endpoints for real-time notifications (20 min)
☐ Map appointment types to RevUp Dental lead categories (20 min)
☐ Execute test sync cycle (20 min)
☐ Import historical data (30 min – 2 hours)
☐ Validate (30 min)

Website and Digital Marketing Integration

Google Ads Integration (Estimated: 2–3 hours)

☐ 🔵 RevUp Dental provides OAuth authorization link ☐ Authorize connection using Google Ads admin account ☐ Select accounts/campaigns for RevUp management:

⚠️ Determine if RevUp takes over campaign management or runs parallel campaigns
Document current campaign structure before any changes ☐ Configure conversion tracking:
Form submissions
Click-to-call
Chat initiations
Appointment bookings (offline conversion import via PMS integration) ☐ Set up automated reporting feeds ☐ 🟣 Approve budget authority levels (auto-optimization

AI-generated implementation guide based on public vendor information. Verify specifics directly with RevUp Dental.

Implementation Playbook — DSO · Group Practice

RevUp Dental

avized.com

Generated May 28, 2026

AI-generated guide based on public vendor information. Verify specifics directly with RevUp Dental.

RevUp Dental — Implementation Playbook (DSO)

RevUp Dental Implementation Playbook

Marketing & Acquisition AI for Dental Support Organizations

1. Executive Summary

What RevUp Dental Does

Why DSOs Specifically Benefit from Marketing AI at Scale

Data Aggregation: With 15–50 locations generating thousands of patient interactions monthly, RevUp Dental's algorithms have sufficient data density to identify patterns invisible at the single-practice level—such as which messaging resonates with specific demographics, optimal ad timing by market, and cross-location attribution insights.
Standardization with Localization: Central marketing teams can enforce brand standards and campaign frameworks while the AI automatically tailors creative, offers, and channel mix to each location's unique market dynamics.
Budget Optimization: Instead of allocating marketing dollars equally or arbitrarily across locations, AI dynamically shifts spend toward locations and channels with the highest marginal return, maximizing patient acquisition efficiency organization-wide.
Operational Leverage: A centralized platform eliminates the chaos of fragmented vendor relationships, inconsistent reporting, and manual campaign management that plagues multi-location marketing operations.

Expected Timeline: Decision to Full Deployment

Phase	Duration	Milestone
Pre-Implementation	Weeks 1–2	Infrastructure audit, stakeholder alignment, baseline metrics captured
Configuration & Integration	Weeks 2–3	Platform configured, integrations validated, test environment operational
Wave 1 Pilot	Weeks 4–6	2–3 pilot locations live, initial optimization
Wave 2 Expansion	Weeks 7–10	Next 5–8 locations deployed
Wave 3 Full Deployment	Weeks 11–16	Remaining locations live
Optimization & Stabilization	Weeks 17–20	Full deployment optimized, steady-state operations

Total Timeline: 16–20 weeks from signed contract to full deployment across all locations.

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

Technical Requirements

Hardware

Software

Network

Integrations

🔵 Vendor Onboarding Steps

Task	Owner	Timeline	Notes
☐ Complete vendor security questionnaire	Central IT	Day 1–3	Request questionnaire immediately upon contract signing
☐ Execute Business Associate Agreement (BAA)	Legal/Compliance	Day 1–5	⚠️ Do not proceed without signed BAA
☐ Establish primary and secondary vendor contacts	Project Lead	Day 1	Obtain direct lines for implementation manager and technical support
☐ Schedule kickoff call with vendor implementation team	Project Lead	Day 3–5	Include central marketing, IT, and operations leads
☐ Confirm vendor-provided training and support SLAs	Project Lead	Day 5	Document response time commitments
☐ Obtain sandbox/demo environment credentials	Central IT	Day 5–7	Begin familiarization before configuration

Data/Access Prerequisites

Monthly ad spend by channel and location
Lead volume by source
Patient conversion rates
Cost per acquisition

Internal Stakeholder Alignment

🟣 Who Needs to Approve

Decision	Approver	Approval Needed By
Overall AI tool adoption and budget	CEO/Board	Pre-contract
Vendor selection and contract terms	CFO + Legal	Pre-contract
Data sharing and integration scope	Chief Privacy Officer/Compliance	Week 1
Rollout timeline and wave structure	VP of Operations	Week 1
Marketing strategy changes enabled by tool	CMO/VP Marketing	Week 1
Location-level resource allocation	Regional Managers	Week 2

Who Needs to Be Informed

Stakeholder	Communication Method	Timing
Board/Investors	Executive briefing	Monthly during rollout
C-Suite	Weekly status updates	Throughout implementation
Regional Managers	Detailed rollout briefing	Week 2
Office Managers (all locations)	Overview communication	Week 2
Clinical Providers	FAQ document	Before pilot launch
Front Desk Staff	Role-specific communication	Before location go-live

Baseline Metrics to Capture Before Go-Live

Patient Acquisition Metrics (Capture 90-day trailing average per location)

Metric	Source	Standardized Definition
☐ New patient volume	PMS	Patients with first appointment completed in period
☐ Lead volume by source	Current tracking tools	Inbound inquiries via phone, web form, chat, walk-in
☐ Lead-to-appointment conversion rate	PMS + tracking	Appointments scheduled ÷ total leads
☐ Appointment-to-patient conversion rate	PMS	Completed first appointments ÷ scheduled appointments
☐ Average new patient revenue (first 12 months)	PMS	Total production from patients acquired in cohort
☐ Marketing spend by channel	Finance/Marketing	Allocate shared costs proportionally
☐ Cost per lead by channel	Calculated	Spend ÷ leads per channel
☐ Cost per new patient	Calculated	Total marketing spend ÷ new patients
☐ Patient acquisition payback period	Calculated	Cost per patient ÷ average monthly production

Operational Metrics

Metric	Source	Standardized Definition
☐ Average time from lead to scheduled appointment	Tracking system	Hours/days from first contact to appointment booking
☐ Missed call rate	Phone system	Calls to main line not answered within 3 rings
☐ After-hours inquiry volume	Web forms, voicemail	Inquiries received outside business hours
☐ Recall/reactivation response rate	PMS/marketing tools	Patients responding to recall campaigns
☐ Online review volume and rating	Reputation platforms	Monthly review count and average star rating
☐ Website conversion rate	Google Analytics	Form submissions + click-to-call ÷ total sessions

🟣 Enterprise-Level Requirements

Enterprise Infrastructure Requirements

Network Standards

Identity and Access Management

☐ 🔵 Verify vendor supports SSO (SAML 2.0 or OAuth 2.0) ☐ Integrate with existing identity provider (Okta, Azure AD, Google Workspace) ☐ Define role-based access control (RBAC) structure:

Central admin (full access all locations)
Regional manager (full access to region, read-only others)
Location manager (full access own location only)
Location staff (limited access own location)

☐ Establish credential management and rotation policies ☐ Document access provisioning/deprovisioning workflow (new hires, terminations, transfers)

Centralized vs. Location-Level Hosting

☐ 🟣 Decide hosting model based on PMS integration requirements:

Approach	Best For	Tradeoffs
Fully Centralized	Cloud-based PMS, strong internet at all locations	Simpler management, potential latency for location-specific data
Hybrid	Mixed PMS environment	Balances local performance with central visibility
Distributed	Legacy on-premise PMS	Maximizes compatibility, increases management complexity

Stakeholder Alignment Map

┌─────────────────────────────────────────────────────────────────┐
│                     BOARD / INVESTORS                          │
│  Communication: Quarterly strategic updates, ROI reports       │
│  Key Concern: Return on investment, competitive positioning    │
└─────────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────────┐
│                         C-SUITE                                 │
│  CEO: Overall success, strategic alignment                      │
│  CFO: Budget adherence, ROI tracking                           │
│  CMO: Marketing strategy, brand consistency                    │
│  VP Operations: Rollout execution, location readiness          │
│  Communication: Weekly status, monthly deep-dives              │
└─────────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────────┐
│                    REGIONAL MANAGERS                            │
│  Role: Cascade communication, monitor location progress        │
│  Key Concern: Minimal disruption, location performance         │
│  Communication: Bi-weekly briefings, real-time escalation      │
└─────────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────────┐
│                 LOCATION OFFICE MANAGERS                        │
│  Role: Local champion, staff training, day-to-day adoption     │
│  Key Concern: Workload impact, staff readiness                 │
│  Communication: Pre-launch briefings, daily support during     │
│                 go-live, weekly check-ins post-launch          │
└─────────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────────┐
│                       PROVIDERS                                 │
│  Role: Minimal direct interaction (marketing tool)             │
│  Key Concern: Patient quality, not volume at expense of care   │
│  Communication: Overview only, FAQ document                    │
└─────────────────────────────────────────────────────────────────┘

3. Location Readiness Assessment

Scoring Framework

Score each location 1–5 on the following factors (5 = highest readiness):

Factor 1: IT Infrastructure Maturity (Weight: 25%)

Score	Criteria
5	Internet 100+ Mbps, hardware <2 years old, cloud-based PMS, modern browsers
4	Internet 50–100 Mbps, hardware 2–3 years old, supported PMS version
3	Internet 25–50 Mbps, hardware 3–4 years old, PMS integration available but may require updates
2	Internet <25 Mbps, hardware 4–5 years old, PMS version requires upgrade for integration
1	Connectivity issues, outdated hardware requiring replacement, unsupported PMS

Factor 2: Staff Tenure and Adaptability (Weight: 20%)

Score	Criteria
5	<10% annual turnover, previous successful tech implementations, staff requests new tools
4	10–20% turnover, positive tech adoption history, generally receptive to change
3	20–30% turnover, mixed tech adoption results, neutral toward change
2	30–40% turnover, resistance in past implementations, requires significant change management
1	>40% turnover, failed past implementations, active resistance expected

Factor 3: Patient Volume (Weight: 15%)

Score	Criteria	Risk/Reward Profile
5	>1,500 patients/month	Highest potential ROI, requires robust support
4	1,000–1,500 patients/month	Strong ROI potential, manageable complexity
3	500–1,000 patients/month	Moderate impact, good for mid-wave rollout
2	250–500 patients/month	Limited impact, lower priority unless other factors favorable
1	<250 patients/month	Consider whether investment justified

Factor 4: Tech Stack Compatibility (Weight: 25%)

Score	Criteria
5	PMS has native RevUp integration, all existing tools replaceable, clean data
4	PMS integration via supported API, most tools replaceable, minor data cleanup
3	PMS integration via middleware, some tools require parallel operation temporarily
2	PMS integration requires custom development, significant tool overlap to manage
1	No viable PMS integration path without major system change

Factor 5: Local Champion Availability (Weight: 15%)

Score	Criteria
5	Identified champion with tech background, available capacity, leadership credibility
4	Identified champion who is motivated and trainable, some capacity constraints
3	Potential champion identified but not yet confirmed, average enthusiasm
2	No clear champion, will need to develop or assign from outside
1	No viable champion candidates, high likelihood of needing external support

Composite Score Calculation

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

Readiness Tiers

Composite Score	Readiness Tier	Recommended Wave
4.0 – 5.0	High Readiness	Wave 1 Pilot (select 2–3)
3.0 – 3.9	Moderate Readiness	Wave 2
2.0 – 2.9	Low Readiness	Wave 3 (with remediation)
< 2.0	Not Ready	⚠️ Remediation required before rollout

Example Scoring Template

Location	Infrastructure (×.25)	Staff (×.20)	Volume (×.15)	Tech Stack (×.25)	Champion (×.15)	Composite	Tier
Location A	5 (1.25)	4 (0.80)	4 (0.60)	5 (1.25)	5 (0.75)	4.65	High
Location B	4 (1.00)	3 (0.60)	5 (0.75)	4 (1.00)	4 (0.60)	3.95	Moderate
Location C	2 (0.50)	2 (0.40)	3 (0.45)	3 (0.75)	2 (0.30)	2.40	Low

Rollout Sequence Recommendations

Wave 1 Selection Criteria (2–3 locations)

Select from High Readiness tier, prioritizing:

⚠️ Geographic diversity (different regions to test regional variables)
PMS diversity (if your DSO uses multiple PMS platforms, include representatives)
Representative patient demographics (suburban vs. urban, insurance mix, specialty mix)
Champion enthusiasm and availability
🟣 Avoid flagship locations for Wave 1—pilot risk should not threaten highest-visibility practices

Wave 2 Selection (5–8 locations)

All remaining High Readiness locations
Top-scoring Moderate Readiness locations
Include at least one location that required infrastructure remediation (to validate remediation process)

Wave 3 (remaining locations)

Remaining Moderate Readiness locations
Low Readiness locations that have completed remediation
🟣 Any locations scoring <2.0 require executive decision on whether to proceed, delay, or exclude

4. Rollout Strategy

Wave Structure Overview

Week 1-3        Week 4-6        Week 7-10       Week 11-16      Week 17-20
┌──────────┐    ┌──────────┐    ┌───────────┐   ┌───────────┐   ┌───────────┐
│  Config  │ → │  Wave 1  │ → │  Wave 2   │ → │  Wave 3   │ → │  Optimize │
│  & Prep  │    │  Pilot   │    │  Expand   │   │  Complete │   │  & Scale  │
│          │    │ 2-3 locs │    │  5-8 locs │   │ Remaining │   │           │
└──────────┘    └──────────┘    └───────────┘   └───────────┘   └───────────┘

Wave 1: Pilot Deployment (Weeks 4–6)

Objectives

Validate integration functionality in live environments
Test training program effectiveness
Identify workflow friction points before scale
Generate initial performance data for optimization

Wave 1 Selection Criteria

Criterion	Weight	Rationale
High composite readiness score	30%	Maximizes success probability
Strong local champion	25%	Provides reliable feedback and adaptation
Representative PMS configuration	20%	Validates integration before scale
Manageable patient volume	15%	Enough activity for data, not overwhelming if issues
Executive visibility	10%	Creates momentum for broader rollout

Recommended Wave 1 size: 2–3 locations (enough for pattern recognition, small enough for intensive support)

Wave 1 Timeline

Week	Activities
Week 4	Champion training, system configuration, integration testing, soft launch (10% of marketing activity)
Week 5	Gradual ramp to 50% marketing activity, daily monitoring, workflow adjustments
Week 6	Full marketing activity, comprehensive performance review, Wave 2 preparation

🔵 Vendor Involvement (Wave 1)

Dedicated implementation manager on-call
Daily check-in calls (15 minutes)
Same-day response for technical issues
End-of-wave success review and recommendations

Go/No-Go Criteria: Wave 1 → Wave 2

🟣 Must Pass (all required)

Criterion	Threshold	Measurement
☐ Integration stability	<2 hours unplanned downtime	System logs
☐ Data accuracy	>95% lead attribution accuracy	Spot-check audit
☐ Staff adoption	>80% of trained staff using system	Usage logs
☐ No HIPAA incidents	Zero	Compliance audit
☐ Champion confidence	All champions rate readiness ≥4/5	Champion survey

Should Pass (2 of 3 required)

Criterion	Threshold	Measurement
☐ Lead volume maintained or improved	≥100% of baseline	Dashboard metrics
☐ Response time improvement	≥10% faster lead response	System data
☐ Staff satisfaction	Net Promoter Score ≥0	Staff survey

⚠️ Wave Advancement Decision Matrix

Must Pass	Should Pass	Decision
All 5	2–3 of 3	✅ Proceed to Wave 2
All 5	0–1 of 3	⚠️ Proceed with caution, extend Wave 2 timeline
4 of 5	Any	🔴 Pause, remediate, revalidate
<4 of 5	Any	🔴 Full stop, executive review required

Wave 2: Expansion (Weeks 7–10)

Objectives

Apply learnings from Wave 1 to streamline deployment
Validate train-the-trainer model at scale
Test cross-location reporting and comparison
Build internal expertise and reduce vendor dependency

Wave 2 Timeline

Week	Activities
Week 7	Champion training for Wave 2 locations, configuration using standardized templates
Week 8	Soft launch at first 3–4 Wave 2 locations
Week 9	Soft launch at remaining Wave 2 locations, full ramp at early Wave 2 sites
Week 10	Full activity all Wave 2 locations, performance review, Wave 3 preparation

Wave 2 Process Improvements (Applied from Wave 1)

Use standardized configuration templates validated in Wave 1
Deploy FAQ and troubleshooting guides developed from Wave 1 issues
Reduce vendor daily calls to every-other-day
Champions from Wave 1 available to mentor Wave 2 champions

Go/No-Go Criteria: Wave 2 → Wave 3

Same criteria as Wave 1 → Wave 2, plus:

Additional Criterion	Threshold	Measurement
☐ Wave 1 locations sustained performance	No degradation from Week 6	Dashboard metrics
☐ Cross-location comparison functioning	Accurate multi-location dashboards	System validation
☐ Train-the-trainer model validated	Wave 2 training delivered by champions, not vendor	Training logs

Wave 3: Full Deployment (Weeks 11–16)

Objectives

Complete deployment to all remaining locations
Transition to steady-state operations
Full cross-location optimization enabled
Vendor transitions to support mode (from implementation mode)

Wave 3 Approach

For organizations with 15–30 remaining locations:

Deploy in 2–3 sub-waves of 5–10 locations each
One-week intervals between sub-waves
Regional groupings to enable peer support

For organizations with 30+ remaining locations:

Deploy in 3–4 sub-waves
Two-week intervals between sub-waves
Consider dedicated project resource per region

Wave 3 Timeline

Week	Activities
Week 11	Wave 3a launch (first third of remaining locations)
Week 12	Wave 3a ramp to full, Wave 3b soft launch
Week 13	Wave 3b ramp to full, Wave 3c soft launch
Week 14	Wave 3c ramp to full, remaining location launches
Week 15	All locations live, stabilization
Week 16	Full deployment validation, transition to steady-state

Rollback Plan

Triggers for Rollback Consideration

Critical integration failure affecting >50% of marketing activity
Data security incident or potential HIPAA breach
20% drop in lead volume sustained for >48 hours
System unavailability >4 hours during business hours

🟣 Rollback Decision Authority

Scope	Decision Maker	Response Time
Single location temporary pause	Regional Manager	Immediate
Single location full rollback	VP Operations	4 hours
Wave-level pause	VP Operations + CMO	24 hours
Wave-level rollback	C-Suite	48 hours
Full program halt	CEO + Board	72 hours

Rollback Procedure

Single Location Rollback:

☐ Disable RevUp Dental marketing automation for location (revert to manual/previous system)
☐ Verify phone tracking numbers revert to direct routing
☐ Confirm PMS integration paused (lead data still captured manually)
☐ Notify vendor support of rollback
☐ Document issue details for resolution
☐ Continue other locations unaffected

Wave-Level Rollback:

☐ Execute single location rollback for all affected locations
☐ 🔵 Emergency vendor escalation call within 4 hours
☐ Freeze subsequent wave launches
☐ Root cause analysis within 72 hours
☐ Remediation plan approved before any re-deployment

⚠️ Rollback Isolation

RevUp Dental's architecture should allow location-level rollback without affecting other locations. Verify this capability with vendor before Wave 1 launch.

5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

🔵 Dentrix Integration (Estimated: 4–6 hours per location)

Integration Steps:

☐ 🔵 RevUp Dental provides Dentrix connector module (30 min)
☐ Install connector on Dentrix server machine (15 min)
☐ Enter RevUp Dental API credentials in connector settings (10 min)
☐ Map Dentrix provider codes to RevUp Dental provider profiles (30 min)
☐ Map Dentrix appointment types to RevUp Dental categories (20 min)
☐ Configure data sync frequency (recommended: real-time for new patients, hourly for updates) (15 min)
☐ Test connection with single test record (15 min)
☐ ⚠️ Verify HIPAA-compliant data transmission (encryption validation) (30 min)
☐ Run full historical data import (timing varies: 1–3 hours depending on database size)
☐ Validate imported data accuracy (spot-check 20 random records) (45 min)

🔵 Eaglesoft Integration (Estimated: 4–6 hours per location)

Integration Steps:

☐ 🔵 Obtain RevUp Dental Eaglesoft bridge application (30 min)
☐ Install bridge application on Eaglesoft server (20 min)
☐ Configure connection string for Eaglesoft database (15 min)
☐ Authenticate with RevUp Dental cloud services (10 min)
☐ Map appointment types and provider codes (30 min)
☐ Configure real-time event triggers (new patient, appointment scheduled, appointment completed) (30 min)
☐ Test bidirectional sync (RevUp lead → Eaglesoft appointment) (30 min)
☐ Import historical patient/appointment data (1–3 hours)
☐ Validate data integrity (45 min)

🔵 Open Dental Integration (Estimated: 3–5 hours per location)

Integration Steps:

☐ Enable API in Open Dental (Setup → Advanced Setup → Open Dental API) (10 min)
☐ Create dedicated API user with appropriate permissions (15 min)
☐ 🔵 Enter API credentials in RevUp Dental integration panel (10 min)
☐ Select data elements for sync (patients, appointments, providers, production) (15 min)
☐ Configure webhook endpoints for real-time notifications (20 min)
☐ Map appointment types to RevUp Dental lead categories (20 min)
☐ Execute test sync cycle (20 min)
☐ Import historical data (30 min – 2 hours)
☐ Validate (30 min)

Website and Digital Marketing Integration

Google Ads Integration (Estimated: 2–3 hours)

☐ 🔵 RevUp Dental provides OAuth authorization link ☐ Authorize connection using Google Ads admin account ☐ Select accounts/campaigns for RevUp management:

⚠️ Determine if RevUp takes over campaign management or runs parallel campaigns
Document current campaign structure before any changes ☐ Configure conversion tracking:
Form submissions
Click-to-call
Chat initiations
Appointment bookings (offline conversion import via PMS integration) ☐ Set up automated reporting feeds ☐ 🟣 Approve budget authority levels (auto-optimization